Refund policy
Return and Refund Policy
IceGrind is operated by ICE GRIND TRADING LIMITED, operating under the brand name IceGrind.
We offer a 30-day return and exchange policy after delivery for eligible items.
For return, exchange, refund, warranty, or quality issue support, please contact us at:
Please contact us before sending anything back. Items returned without authorization will not be accepted.
Return Window
You may request a return or exchange within 30 days from the delivery date.
The delivery date is based on the tracking information provided by the carrier.
Eligible Return Conditions
To qualify for a standard return or exchange, the item must be:
Unused and in original condition
The item must show no scratches, damage, signs of wear, resizing, repairs, modifications, or alterations.
Returned with all included items
Original packaging, accessories, certificates if applicable, and promotional gifts must be returned together.
If a promotional gift is missing, its retail value may be deducted from the refund.
Approved before return shipping
Please contact service@icegrind.com and wait for return instructions before shipping the item back.
Return Address
Please do not send your item back to the address shown on the original package.
The return address may be different from the shipping address and may vary by order, location, or return reason.
To start a return, please contact us first at service@icegrind.com with your order number. Once your return request is approved, we will provide the correct return address and return instructions.
Items returned without authorization or sent to the wrong address may not be accepted.
Non-Returnable Items
The following items are not eligible for standard return or exchange:
Customized or personalized jewelry
This includes engraved jewelry, photo jewelry, name pendants, initial pendants, custom pendants, custom chains, and special-order items.
Final sale items
Final sale products cannot be returned or exchanged.
Used, damaged, or modified items
Items with wear marks, scratches, damage, resizing, repairs, modifications, or alterations cannot be returned.
Custom and personalized items are made specifically for you. However, if there is a covered quality issue, wrong item, damaged item, or production mistake, please contact us for review.
Customer-Reason Returns
If the return is requested due to customer reasons, a return fee may apply.
Customer reasons include:
Changed mind
Ordered the wrong size, color, or style
No longer wants the item
Personal preference after receiving the item
For customer-reason returns, IceGrind may charge a return fee equal to 20% of the paid item value of the returned item(s), capped at $50.
This fee may be deducted from the refund.
Return shipping costs for customer-reason returns are the customer’s responsibility.
Free Replacement or Exchange Cases
IceGrind will not charge a return or exchange fee for covered issues caused by shipping, production, or product quality.
Covered cases may include:
Damage caused during shipping
If your item arrives damaged due to transportation, contact us within 30 days after delivery with your order number and clear photos. Once confirmed, we will help replace the item at no extra cost.
Wrong item received
If you receive the wrong item, contact us with your order number and clear photos. Once confirmed, we will help correct the issue.
Quality issue under normal use
If your item has a confirmed quality issue within 30 days after delivery under normal use, we will review the case and offer a replacement or fair solution at no extra cost.
Manufacturing defect
If your piece has a confirmed production issue within 30 days after delivery, we will review the case and offer a replacement or fair solution.
Color fading under normal wear
If the plating fades under normal wear within 30 days after delivery, we will help replace the piece after review.
Clasp issue under normal use
If the clasp breaks or stops working under normal use within 30 days after delivery, we will help replace the piece after review.
Package Lost in Transit
If tracking shows your package is lost during shipping, or the carrier confirms it was lost in transit, IceGrind will review the case.
Once confirmed, we will send a replacement.
Items lost after the package is marked as delivered to the correct address are generally not covered.
Refund Processing
Refunds are processed within 7 working days after we receive and inspect the returned package.
Refunds will be issued to the original payment method.
Depending on your bank, credit card company, or payment provider, it may take additional time for the refund to appear in your account.
Return fees, return shipping costs, customs duties, taxes, VAT, and other non-product charges are non-refundable where applicable.
Cancellation Policy
Orders may be canceled within 120 minutes after payment.
After 120 minutes, your order may already be in processing or production. Cancellations after this time may incur a 20% material and processing fee.
For customized, personalized, engraved, photo, or special-order jewelry, cancellations may not be available once production has started.
If cancellation is still possible, a 50% customization and material processing fee may apply.
Please review all personalized details carefully before placing your order.
How to Start a Return or Refund Request
Please contact us at service@icegrind.com and include:
Your order number
Clear photos or videos of the issue, if applicable
A short explanation of your request
Tracking information, if the package appears lost in transit
Our team will review your request and confirm the next step.
Important Notes
IceGrind reserves the right to refuse returns, exchanges, refunds, or replacements that do not meet this policy.
IceGrind reserves the right to inspect all returned items before approving a refund, exchange, or replacement.
IceGrind reserves the right to request photos, videos, tracking details, or other reasonable proof before approving a claim.
This policy does not limit any non-waivable rights you may have under applicable consumer protection laws.
For support, contact us at: