Refund policy
Here is the updated version with points 1, 3, 4 and 5 included.
Icetool Return & Refund Policy
At Icetool, we want you to be fully satisfied with your purchase. If for any reason you are not happy with your order, please read our return and refund policy below.
14-Day Right of Withdrawal
If you are a consumer purchasing online, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving a reason.
To exercise your right of withdrawal, please contact us at:
Please include your order number, name, email address, reason for return, and preferred solution. If the product is damaged, defective, or incorrect, please also include clear photos of the product and packaging.
You must notify us within 14 days of receiving your order. After notifying us, the product must be returned to us within 14 days.
Returned items must be unused, undamaged, and in the same condition as when received. The product should be returned in its original packaging whenever possible.
30-Day Return Policy
In addition to your legal right of withdrawal, we offer a 30-day return period from the date of delivery.
To be eligible for a return after the 14-day withdrawal period, the item must be:
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Unused
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Undamaged
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In the same condition as received
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Returned in its original packaging whenever possible
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Accompanied by proof of purchase
If more than 30 days have passed since delivery, we unfortunately cannot offer a refund or exchange, unless the product is faulty or defective.
Hygiene and Product Condition
Icetool products are accessories designed for carrying nicotine pouches, snus, or similar pouch products. For hygiene reasons, we cannot accept returns of products that have been used, unless the product is defective or incorrectly supplied.
A product is considered used if it has been in contact with nicotine pouches, used pouches, saliva, tobacco products, or similar substances.
Please check the product carefully before use. If you believe there is an issue with your item, contact us before using it.
Non-Returnable Items
We cannot accept returns of:
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Used products
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Products damaged due to misuse, improper cleaning, or normal wear and tear
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Customized, engraved, or personalized products, unless they are defective or incorrectly supplied
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Products returned without proof of purchase
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Products returned after the applicable return period
Cleaning and Misuse
Damage caused by improper cleaning or misuse is not considered a product defect.
This includes, but is not limited to, damage caused by:
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Dishwashers
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Aggressive cleaning chemicals
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Alkaline detergents
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Abrasive cleaning tools
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Boiling water or excessive heat
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Soaking the product for extended periods
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Using the product for purposes other than intended
To keep your Icetool product in good condition, we recommend cleaning it gently by hand using lukewarm water and mild soap, then drying it carefully with a soft cloth.
Refunds
Once your return has been received and inspected, we will notify you by email.
If your return is approved, your refund will be processed to your original payment method.
Refunds are usually processed within a few business days after approval, but the exact timing may depend on your bank, card provider, or payment service provider.
For valid withdrawals within the legal 14-day period, we will refund the product price and the original standard delivery cost, where applicable. If you selected a more expensive delivery option than our standard delivery method, the additional cost of the upgraded delivery method may not be refunded.
Partial Refunds
Partial refunds may be granted in certain cases, including but not limited to:
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Items returned with missing parts
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Items not returned in their original condition
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Items damaged for reasons not caused by Icetool
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Items returned after the approved return period
Late or Missing Refunds
If you have not received your refund yet, please first check your bank account again.
Then contact your credit card company, payment provider, or bank, as it may take some time before the refund is officially posted.
If you have done this and still have not received your refund, please contact us at:
Exchanges
We replace items if they are defective, damaged, or incorrectly supplied.
If you need to request an exchange, please contact us at:
Please include your order number, proof of purchase, and photos of the issue if applicable.
Return Shipping
To return your product, please send it to:
Gordito Works OÜ
Lai 9-15
10133 Tallinn
Estonia
Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrectly supplied.
Return shipping costs are non-refundable, except where required by applicable law or where the return is due to our error.
We recommend using a trackable shipping service. For higher-value items, we also recommend purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or incorrect, please contact us as soon as possible at:
Please include your order number and clear photos of the product and packaging. We will review the issue and offer a suitable solution, such as replacement, repair, exchange, or refund.
Questions
For any questions regarding returns, refunds, or exchanges, please contact us at: