ICOICE is committed to providing you with the best shopping experience as well as the best service to ensure your satisfaction and trust. Therefore we provide a return & refund policy to protect your rights and interests. We are willing to provide after-sale support according to the following return refund policy.

To be eligible for a return, your item must be:

• Undamaged and unused, still with the original tags, packagings and stickers attached. The principle of not affecting the second sale;
• Not missing any accessories or parts;
• Quality problems or logistics damage: Provide photos or videos to illustrate the product's problems, and contact customer service to obtain a return form.

Products that cannot be returned for a refund:

• Items that are washed, worn, used or abused.
• If the factory label is damaged after opening the box, the item will not be returned.
• If you have questions or concerns about a specific product, please contact us.

The following will NOT be considered as defects and you will not be entitled to a refund:

• Failure due to normal wear and tear;
• Damage due to negligence, user abuse or incorrect use of the product;
• Damage due to failure to adequately care for the product;

How to cancel / modify your order

• You can cancel your order or change your order information free of charge before your order been processed (within 2 hours after you complete your payment).
• If your order has already been shipped, it cannot be cancelled or modified.
• If you want to make any changes to your order, please contact our customer service team via email service@icoice.com with the order number.

How to return items

• All returns must be authorized by the ICOICE team through the service center. Items returned by customers themselves are not authorized to be returned and will not be processed.

1. Send an email to our service center via service@icoice.com and carefully follow our return process to minimize delays.
2. Describe the problem of your item in detail: including your order number and order date.
3. Send clear photos or videos to show the problem; these should be shot in good light.
4. Obtain our mail return permission, and return the goods with the contact information in the mail as the recipient information.
5. We are unable to issue a refund without actual receipt of the item(s) or proof of received return delivery. Please allow 7 days for your return to be processed.

Return address

• Please initiate your return/exchange request in advance, after the return/exchange request is approved, we will send you the return/exchange shipping address and other instructional information.
• Once your return/exchange request is confirmed, we will send you the return address.
• If you send back an item without initiating a return/exchange request, we will not be responsible for the returned item.
• If you encounter any problems while shopping on our site, please contact us at service@icoice.com for a solution.
• Based on your order address, we will provide a nearby address to support delivery. You need to pay attention to customer service emails.

When will I receive my refund?

• Upon receipt and inspection of your returnand if your refund is approved, we will process the refund within 7 business days. This timing may vary depending on Client’s financial institution. Refunds will be made using the same method of payment used for the purchase of the products, unless it is expressly agreed otherwise.
• All payments will be returned to the original payment method.
• If you have not yet received your refund (confirmed acceptance), please check your bank account again and contact your credit card company to enquire about a refund, it may take some time for your refund to be officially posted. Your refund may take some time to be officially posted.

Important reminder

• After the return, the product does not meet the gift standard, you need to send back the gift together with the returned product (new and unopened), otherwise it will be charged according to the original price of the gift.
• The above amounts are deducted from the refund, if there is a shortfall, the order cannot be returned for a refund in principle. If you insist on returning the goods, we will charge you a fee.
• In principle, the shipping cost of each return or exchange is borne by you, and the original shipping cost is not refundable.