Refund policy

RETURN AND REFUND POLICY

30-DAY RETURNS
You have 30 days from the day you receive your order to request a return, for any reason.

To be eligible, items must be unworn, unwashed and in the same condition you received them, in their original packaging. Because our balaclavas are worn on the face, we cannot accept items that show signs of use, for hygiene reasons.

HOW TO START A RETURN
Email us at contact@icecoolmasks.com with your order number and the items you want to return. If your return is accepted, we will email you the return address, a return shipping label and instructions. Items sent back without first requesting a return cannot be accepted.

EU 14-DAY RIGHT OF WITHDRAWAL
If you are a consumer in the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving your order, without giving any reason. To exercise it, send us a clear statement by email to contact@icecoolmasks.com, or use the model withdrawal form below. You must send the items back within 14 days of telling us.

You are only responsible for any loss in value caused by handling the items beyond what is necessary to check their nature and characteristics. This legal right applies to all products, including discounted ones, and is in addition to our 30-day return policy.

DAMAGED, DEFECTIVE OR WRONG ITEMS
Please check your order when it arrives. If an item is defective, damaged or not what you ordered, contact us at contact@icecoolmasks.com as soon as possible and we will replace it or refund you at no cost. All products are covered by the legal guarantee of conformity (3 years in Spain).

EXCHANGES
The fastest way to get a different mask is to return the one you have and, once the return is accepted, place a new order.

REFUNDS
We will refund you within 14 days of receiving your withdrawal or return request, using the same payment method you used. We may wait to refund you until we have received the items back or you have shown proof of sending them. When you exercise your EU right of withdrawal, we also refund the original standard shipping cost. Your bank may take a few extra days to process the refund.

Questions? Contact us at contact@icecoolmasks.com.

Email: contact@icecoolmasks.com