Refund policy

We hope you love what you ordered—but if not, we’re here to help! You may request a return within 14 days of receiving your order. All returns are subject to inspection. If there's no product issue, original shipping fees and taxes (if any) are non-refundable.

How to Return an Item

To be eligible for a return:

• The item must be unused, in original condition, with all original packaging and tags.

• A receipt or proof of purchase is required.

To start a return, contact us at info@icewhale.org. Our support team will guide you through the return process. Returns sent without prior approval will not be accepted.

Important:
If you're returning the item on your own, please provide a tracking number. We’re not responsible for lost packages, so we recommend using a traceable shipping method.

Please reuse the original packaging to avoid damage during transit. Returns will be processed within 5 business days of receipt. We’ll keep you updated via email. If the item is damaged or incomplete, a partial refund may be issued.

Refunds

Once your return is received and approved:

• We'll issue a refund to your original payment method within 5 business days.

• Refunds may take up to 7 business days to reflect in your account.

• Shipping charges and any applicable taxes or duties are non-refundable.

Product Issues & Special Cases

Damaged, Defective, or Wrong Items

If your product is damaged during shipping, defective, or incorrect, please notify us during the return period. We’ll arrange a replacement or refund.
If the issue arises after the return window, but within warranty, you may request warranty service.

Lost Packages

If tracking shows “delivered,” but the item is missing, you’ll need to provide proof from the carrier. Without proof, we may be unable to issue a refund.

Purchased from a Reseller?

If you bought from an authorized IceWhale reseller, please contact them directly. Their return policies apply.

Warranty Repair Service

We’ll provide warranty service if your product:

• Has a manufacturing defect or workmanship issue.

• Fails during normal use, not caused by external damage.

Warranty is void if:

• The product was damaged due to misuse, water, fire, power issues, or modification.

• Serial numbers, labels, or warranty stickers were tampered with.

• You fail to provide a valid proof of purchase.

• The item only has surface wear or scratches that do not affect function.

Non-Returnable or Non-Refundable Situations

We cannot accept returns if:

• More than 14 days have passed since delivery.

• Damage was caused by user misuse (e.g. dropping, wrong voltage, water damage).

• Testing confirms the product has no defect.

• Proof of purchase is missing or invalid.

• The product is returned late or incomplete.

• You do not complete customs clearance, and the item is returned.

If a return is denied, you may request the product to be shipped back to you (shipping costs apply).

Order Cancellation

Need to cancel an order?
Please email info@icewhale.org as soon as possible.

For pre-orders, you may cancel before shipping. We’ll do our best to assist.

If your in-stock item has already been processed for shipment, cancellation may not be possible. In that case, once it arrives, you may follow our return policy for a refund.