We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Eligibility for Returns
To be eligible for a return, your item must meet the following conditions:
- The machine must be in like-new condition, securely packed in its original packaging with all included parts, accessories, power cables, and user manuals.
- You must provide your order number or a valid receipt/proof of purchase.
How to Start a Return
- Contact Customer Support: Send an email to support@icewavetech.com with your order number, the reason for return, and clear photos/videos showing the current condition of the item and its packaging.
- Receive Return Authorization: Once approved, our team will provide you with a Return Merchandise Authorization (RMA), the designated warehouse return address, and complete shipping instructions.
- Ship the Item: Carefully repack the machine in its original box to prevent transit damage and ship it according to the provided instructions.
Please note: Items sent back to us without first contacting customer support and obtaining a return authorization will not be accepted or refunded.
Damages and Issues
Please inspect your shipment upon arrival. If your machine is defective, damaged in transit, or you received the incorrect item, contact us immediately at support@icewavetech.com with supporting photos or videos. We will promptly evaluate the issue and arrange a free replacement or a full refund at no extra cost to you.
Exceptions & Non-Returnable Items
Certain items and conditions are not eligible for return, including:
- Gift cards and downloadable digital items.
- Items marked as "Final Sale" or promotional clearance.
- Products exhibiting unauthorized modifications, misuse, missing components, or intentional physical damage.
Exchanges
The fastest way to exchange an item is to submit a return for your current product following our standard process. Once your return is accepted, you can place a separate order for the new model or color.
European Union 14-Day Cooling-Off Period
Notwithstanding the above, if the merchandise is delivered to an address within the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification. As above, the item must be in its original packaging with all parts and documentation included, along with proof of purchase.
Refunds
We will notify you once your returned package has been received and inspected at our facility. If approved, your refund will be automatically processed back to your original payment method within 5–10 business days.
Please note that banking institutions and credit card companies may require additional processing time to reflect the funds in your account. If more than 15 business days have passed since your return approval, please reach out to us at support@icewavetech.com.