Refund policy

Exchange Policy

We operate a strict exchange-only policy, which means we do not offer monetary refunds. You have 30 days after receiving your item to request an exchange, provided the item is defective, damaged, or the incorrect item was sent.

To be eligible for an exchange, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start an exchange request, you can contact us at ice.eg@outlook.com. Please note that defective items will need to be sent to the following address: Heliopolis storage unit.

If your exchange request is accepted, we’ll send you a shipping label, as well as instructions on how and where to send your package.

Items sent back to us without first requesting an exchange will not be accepted.

You can always contact us for any exchange question at ice.eg@outlook.com.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Note: We will inspect the item upon receipt to ensure the damage is a manufacturing defect and not caused by misuse, mishandling, or normal wear and tear.

Exceptions / non-exchangeable items

Certain types of items cannot be exchanged, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products).

We also do not accept exchanges for hazardous materials, flammable liquids, or gases.

Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept exchanges on sale items or gift cards.

Exchanges

If your item is confirmed to be defective or damaged upon arrival, we will replace it with the exact same item. If the exact item is out of stock, we may offer a store credit or a similar item of equal value.

Refunds

Please note that all sales are final. We do not offer cash refunds to original payment methods. We strictly offer replacements for defective items as outlined above.

We will notify you once we’ve received and inspected your return, and let you know if the exchange was approved or not. If approved, your replacement item will be processed and shipped within 10 business days.

If more than 15 business days have passed since we’ve approved your exchange, please contact us at ice.eg@outlook.com.