Refund policy
Who we are
Icetool is operated by Gordito Works OÜ, a company registered in Estonia.
- Registered address: Lai 9-15, 10133 Tallinn, Estonia
- Registry code: 12829465
- VAT number: EE101785774
- Customer service and legal enquiries: contact@gordito.tv
- Shipping and tracking enquiries: contact@icetool.com
Your 14-day withdrawal right
As a consumer purchasing online, you may withdraw from your purchase within 14 days of receiving the goods without giving a reason. To exercise this right, send a clear statement of your decision to contact@gordito.tv or to our address above within that period. Include enough information to identify your order. A return reason is optional.
You may use this wording, but it is not compulsory: “I notify you that I withdraw from my contract for the following goods: [goods and order number], ordered on [date] / received on [date]. My name and address are [details]. Date: [date].” Add your signature only if sending the notice on paper.
Return the goods to Gordito Works OÜ, Lai 9-15, 10133 Tallinn, Estonia within 14 days after notifying us. You pay the direct return shipping cost for a change-of-mind return. We cover the necessary return costs where the return is due to a defect, damage for which we are responsible, an incorrectly supplied item, or where required by law.
For a valid statutory withdrawal, we refund the purchase price and the cost of our least expensive standard delivery option, where applicable. Additional charges for an upgraded delivery option do not have to be refunded. Refunds are made without undue delay and no later than 14 days after notice of withdrawal; we may withhold reimbursement until we receive the goods or evidence that you have sent them back, whichever occurs first. We use the original payment method unless you expressly agree otherwise, without charging a refund fee. Our normal practice is to process approved refunds within one business day of receiving and inspecting the return; your payment provider may need additional time to credit it.
You may inspect goods as needed to establish their nature, characteristics and functioning. You may be responsible for a reduction in value caused by handling beyond that. Opening ordinary packaging or inspecting a product does not by itself remove the statutory withdrawal right. Original packaging is helpful where available, but the unused-condition requirements of our additional 30-day offer do not override your statutory rights.
Legal exceptions may apply, including goods made to your specifications or clearly personalised. The hygiene exception applies only where the legal conditions are met, including goods supplied sealed that are unsuitable for return for health or hygiene reasons and were unsealed after delivery. These exceptions do not remove rights relating to faulty or incorrectly supplied goods.
Our additional 30-day return offer
In addition to the statutory withdrawal right, we offer returns within 30 days of delivery on the conditions in our Return & Refund Policy. After the statutory withdrawal period, items must be unused, undamaged and in the same condition as received, with proof of purchase and original packaging whenever possible.
Products that have been used with pouches or similar substances, or damaged through misuse, do not qualify for this voluntary change-of-mind offer. Customised or personalised products are also excluded from that offer. Contact us before sending a return so we can help identify it and provide instructions. The 30-day limit does not restrict claims for faulty goods.
Faulty, damaged or incorrect products
Contact contact@gordito.tv promptly if your product is faulty, damaged or incorrect. Provide your order details and, where possible, photographs explaining the issue. We will assess it and provide the remedy required by law, which may include repair, replacement, a price reduction or a refund.
Consumers in the EU have a legal guarantee of at least two years for goods that are faulty or do not conform to the contract; longer mandatory protection may apply in some countries. A manufacturing-defect claim is not limited to 14 or 30 days. Remedies under the legal guarantee are provided without charge where required by law. Any additional commercial warranty does not replace these rights.
Product care
Follow the care instructions supplied with the product or on its product page. Clean gently by hand with lukewarm water and mild soap, then dry carefully with a soft cloth. Avoid dishwashers, aggressive or alkaline cleaning chemicals, abrasive tools, boiling water, excessive heat and prolonged soaking. Damage caused by misuse or inappropriate cleaning is not a manufacturing defect. This does not affect a valid claim for an existing defect.