Refund policy

Last updated:  June 2026
At ICEGLOW, your satisfaction is our priority. If you are not entirely satisfied with your purchase, please review our refund policy below.
1. Return Period
You have **30 calendar days** from the date of receipt of your order to request a return.
To be eligible for a return, the item must:
 * Be in its original condition;
 * Show no signs of use, damage, or alteration;
 * Be returned, as far as possible, in its original packaging;
 * Be accompanied by a valid proof of purchase.
2. Non-Eligible Products
For reasons of hygiene, safety, or the nature of the product, the following items cannot be returned or refunded:
 * Opened or used skincare, beauty, or hygiene products;
 * Personalized or custom-made products;
 * Gift cards;
 * Products marked as non-refundable at the time of purchase.
 3. Damaged, Defective, or Incorrect Products
If you receive a damaged, defective, or incorrect product, please contact us within **7 days** of receipt.
Please provide the following information:
 * Your order number;
 * A description of the issue;
 * Photos or videos clearly showing the defect or damage.
After reviewing your case, ICEGLOW may offer:
 * A product replacement;
 * A full or partial refund;
 * Or any other appropriate solution.
4. Order Cancellation
An order can only be canceled prior to shipment.
Once an order has been shipped, it cannot be canceled and must follow the return procedure outlined in this policy.
5. Exchanges
If you wish to exchange an item for another, we recommend requesting a return (if your product is eligible) and then placing a new order.
6. Return Shipping Costs
Except in the case of a defective or damaged product, or an error on our part:
 * Return shipping costs are the responsibility of the customer;
 * Initial shipping costs are non-refundable.
We recommend using a tracked shipping service, as ICEGLOW cannot be held responsible for packages lost during return transit.
7. Refund Processing
Once your return is received and inspected, we will notify you via email regarding the approval or rejection of your request.
If your refund is approved:
 * It will be processed using the original payment method;
 * Please allow 5 to 10 business days for the credit to appear, depending on your bank or payment provider.
8. Late Refunds
If you have not received your refund:
 1. Check your bank account again;
 2. Contact your bank or card issuer;
 3. If you still have not received your refund after 15 business days following our confirmation, please contact us at **contact@iceglow.net**.
9. Lost or Stolen Packages
ICEGLOW cannot be held responsible for packages marked as delivered by the carrier but reported as lost or stolen after delivery.
However, our team will do its best to assist you in your inquiries with the carrier.
10. Right of Withdrawal (European Union)
If your order is delivered to a country within the European Union, you have a legal right of withdrawal of **14 days**, in accordance with applicable regulations.
The product must be returned in its original, unused condition and accompanied by proof of purchase.
11. Return Address
Please do not return any products without first obtaining return authorization.
Instructions and the return address will be provided by our customer service team after your request has been validated.
12. Contact us
For any questions regarding a return or refund, please contact us:
CEGLOW – Customer Service
Email: contact@iceglow.net
Contact Form: Available on our website.
Our team generally responds within 24 to 48 business hours.