Return Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hola@icyshop.es or call +34 616 57 47 10.  Please note that returns will need to be sent to the following address: Icy vape & snus S.L, Calle misericordia 13b 29601, Marbella, Malaga.

If your return is accepted, we’ll send you instructions on how and where to send your package. Please note that we can only accept items that have been returned with prior authorization. Also, please keep in mind that you are responsible for covering the shipping costs.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items ), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards as well as the products that are already expired or close to the expiration date.

 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Products on sale
It is presumed that customers have reviewed the information about the products on sale, including their proximity to the expiration date, and have factored this into their purchase decision.
It's important to note that we cannot guarantee the quality of a product when its expiration date is close to or has passed.

 

Refunds
We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. 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. 

Refunds for undeliverable  orders

Do you get a refund if a package is returned to sender?

Kindly note that we issue a refund excluding shipping charges when the carrier returns a package as undeliverable (delivery failed due to the incomplete/incorrect shipping address/unreachable consignee)/consignee refused to receive the shipment. After inspection, we refund the amount of the returned items.

Unfortunately, DHL does not offers refunds for returned packages. They consider the job done, since they transported the package all the way there AND back. However, our team is always happy to research your situation and help get things sailin' in the right direction!