Refund policy

Last Updated: June 2025

At ICE JEWELLER LTD, we want our customers to shop with confidence. Please read our return and refund policy carefully before placing an order.

STANDARD (NON-CUSTOM) PRODUCTS

For ready-made, non-custom products, customers may request a return within 28 days of receiving their order.

To be eligible for a return:

The item must be unused and unworn.

The item must be returned in its original packaging.

The item must be in the same condition as received.

Proof of purchase must be provided.

Once the returned item has been inspected and approved, a refund will be issued to the original payment method.

CUSTOM-MADE AND PERSONALISED PRODUCTS

Custom-made and personalised products, including custom GRILLZ and any items manufactured specifically to a customer's requirements, are non-returnable and non-refundable once production has started.

Customers may cancel their order and receive a full refund before:

Dental impressions, moulds, scans, or measurements have been submitted; and

Production has not yet begun.

After production has started, the order cannot be cancelled or refunded.

FITTING ISSUES AND MANUFACTURING DEFECTS

Customer satisfaction is important to us.

If a custom GRILLZ order:

Arrives damaged,

Contains a manufacturing defect, or

Does not fit correctly due to production or fitting issues,

ICE JEWELLER LTD will repair, adjust, or remake the item where appropriate at no additional cost.

Please contact us within 14 days of receiving your order if you experience any of these issues.

CUSTOMER PREFERENCE

Custom-made and personalised products cannot be returned or refunded solely because:

The customer changes their mind;

The customer no longer wants the product;

The customer dislikes the appearance or style after production has been completed.

CONTACT US

For returns, fitting assistance, defects, or refund enquiries, please contact:

Email: icejewellerltd@gmail.com

WhatsApp: +44 7713 302333

Live Chat via our website

Instagram Direct Message

We aim to respond to all enquiries as quickly as possible.