Cancellation Policy

  1. Introduction

1.1. This document outlines the cancellation policy for purchases made through the website https://icezone.pro (the “Site”). The purpose of this policy is to clarify the terms under which orders can be canceled and refunds issued.

1.2. By placing an order on the Site, you agree to the terms of this Cancellation Policy. If you do not agree to these terms, please refrain from using the Site.

 

  1. Cancellation of an Order by the User

2.1. Timeframe for Cancellation: You may cancel your order within 30 days of receiving the product.

2.2. How to Submit a Cancellation Request: To request a cancellation, contact our customer service department via email at shop@icezone.pro. Please provide the following details to expedite processing:

  • Full name of the customer
  • Order number
  • Product name and SKU
  • Reason for cancellation

2.3. Return of Products: Once the cancellation is approved, you must return the product in its original condition—unworn or unused, with tags, and in its original packaging. The return address and instructions will be provided during the cancellation process.

2.4. Return Shipping Costs: If your return is accepted, we’ll send you a return shipping label.

2.5. Condition of Returned Products: Returned products must be in the same condition that you received them, unworn or unused, with tags, and in their original packaging. Products that do not meet this condition may not be eligible for a refund.

 

  1. Cancellation of an Order by the Company

3.1. The Company reserves the right to cancel an order at its discretion in the following cases:

  • If the product is out of stock or unavailable for any reason.
  • If the customer has provided incorrect or misleading personal information.
  • If the Company suspects that the purchase was made fraudulently.
  • If a technical error occurs on the Site that impacts the order (e.g., incorrect price displayed).

3.2. Notice of Cancellation: If the Company cancels an order, the customer will be notified by email or phone, and any payments made for the order will be refunded in full.

 

  1. Refund Policy

4.1. Refund Process: Refunds will be processed using the original payment method. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.

4.2. Refund Amount: If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

 

  1. Products Not Eligible for Cancellation or Return

5.1. The following products are not eligible for cancellation or return, unless they are defective or do not match the description on the Site:

  • Custom-made or personalized products, such as True custom skates.
  • Base layers/jocks.
  • Products that have been used, worn, or damaged after delivery.
  • Products that are not in their original packaging or missing parts or accessories.
  • Sale items or gift cards.

 

  1. Customer Responsibilities

6.1. Customers must follow the instructions for returning products as provided by the customer service department.

6.2. Failure to comply with these instructions, including returning products without prior approval or without including the necessary information, may result in delays in processing the refund or refusal of the refund request.

 

  1. Contact Information

7.1. If you have any questions or require assistance with a cancellation, please contact our customer service department:

Email: shop@icezone.pro

 

  1. Amendments to the Cancellation Policy

8.1. The Company reserves the right to modify this Cancellation Policy at any time by updating it on the Site. Users are encouraged to review the policy periodically.

8.2. Any changes to the policy will not apply retroactively to orders placed before the change date.

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