Returns&Refunds Policy

1. Return conditions📦
✅ Acceptable returns:
The product is unused, unwashed, and retains the original packaging and labels and the receipt time is within the return and exchange date (15 days after receipt)
The product is damaged during transportation or has quality problems (photo proof is required).
❌ Non-returnable:
❌ Customized products, personal care products (such as underwear, skin care products).
❌ Clearance/special items (must be clearly marked as "non-returnable").
2. Return period/and product warranty
Standard return period: You can apply for a return within 14 days after receiving the product.
Holiday promotion: The return period for some promotional products is extended to 30 days (subject to the description of the promotion).
The product warranty period is: within 30 days after the order is delivered,
3. Return process
1️⃣ Submit a return application:
Send an email to support@icecreamcustom.com and provide:
Order number
Product photos (if there is a quality problem, please take a clear photo of the problem area)
We will review and send a return authorization code (RMA) within 2 working days.
2️⃣ Return:
Please use a trackable logistics method to return the product (insurance is recommended).
The return address will be notified to you in the email.
3️⃣ Refund processing:
After receiving and inspecting the product, the refund will be completed within 5 working days.
The refund will be returned to your payment account (credit card/Alipay, etc.).
💰 Refund policy
1. Refund method
After we approve the refund, the money will be refunded through the original payment method: credit card, PayPal, etc. (the arrival time varies depending on the bank, usually expected to take 5-10 working days).
2. Refund Amount
If you request a refund without reason, we will only refund the amount of the goods, excluding the original shipping cost (unless the return is due to our error).
The refund will be based on the actual amount paid for the order.

3. Shipping Cost
Customer Responsibility: Returns not due to quality issues are the responsibility of the customer.
If the return is due to product errors, damage, etc. within the warranty period, we will bear the shipping costs.
🔄 Exchange Policy
Size/Color Change: Please contact customer service to confirm inventory before operation (the original product must be returned).
Out of stock: You can apply for a refund or exchange for an equivalent product.
⚠️ Important Tips
🔸International Returns: Cross-border returns may incur tariffs, it is recommended to contact the local customs first.
🔸Return Logistics: Please keep the logistics order number. We are not responsible for the loss of the package.
🔸Force Majeure: We will not be responsible for logistics delays or losses.
🔸Exceeding the warranty period: If it exceeds 30 days, we will no longer be responsible for the product!

❓ FAQ
Q1: How long does it take for the refund to arrive?
A: After the review is passed, the refund will be processed within 5 working days. The specific arrival time depends on your bank (usually 5-10 days).
Q2: Can I choose the return logistics by myself?
A: Yes, but please make sure to use a trackable courier (such as DHL, FedEx), otherwise the delivery status cannot be confirmed.
Q3: Can promotional items be returned?
A: Some special items may not support returns and exchanges. Please refer to the product page for details.

📞 Need help?
If you have any questions, please contact customer service:
📧 Email: support@icecreamcustom.com