Refund policy

At Pure Ice Company, every piece is custom-made specifically for each client. Because of the personalized nature of our products, we kindly ask that you review your order carefully before completing your purchase.

Custom Orders

All products are custom-made to your selected specifications. For this reason, all sales are final, and we do not accept returns, refunds, or exchanges for:

  • Change of mind
  • Incorrect size selected during checkout
  • Incorrect personalization submitted by the client
  • Personal preference after receiving the item
  • Normal wear and tear

Please ensure all customization details, measurements, and shipping information are accurate before placing your order.

CAD Approval

For custom products that include a CAD design, production will begin only after the client has approved the final CAD rendering. Once approval has been provided, no further changes, cancellations, or refunds can be made.

Damaged or Incorrect Orders

If your order arrives damaged or you receive an incorrect item, please contact us within 48 hours of delivery.

To help us resolve the issue as quickly as possible, please include:

  • Your order number
  • Clear photos of the item
  • Photos of the packaging
  • A brief description of the issue

After reviewing your claim, we will determine the appropriate resolution, which may include a repair, replacement, or other suitable solution.

Shipping

Shipping charges are non-refundable unless the return is the result of our error.

If a return is authorized, the item must be returned in its original condition and packaging unless otherwise instructed.

Order Cancellations

Once production has started or a CAD design has been approved, the order cannot be canceled, modified, or refunded.

Refund Processing

If a refund is approved under an eligible circumstance, it will be issued to the original payment method. Processing times may vary depending on your financial institution.

Contact Us

If you have any questions regarding your order or our Return & Refund Policy, please contact us.

We are committed to providing exceptional service and will do our best to assist you.