Return and refund

At Ice-Watch, we want you to love your timepiece. If for any reason you are not completely satisfied with your purchase, we offer a hassle-free return policy within 14 days of receiving your order.

1. Return Conditions

To be eligible for a return and full refund, your watch or accessory must meet the following criteria:

  • Item must be returned within 14 days of delivery.
  • Item must be unworn, undamaged, and in its original condition.
  • Watch must retain all original packaging, protective foils, tag, warranty booklet, and presentation box.
  • Proof of purchase (order number or invoice) is required.

2. How to Initiate a Return

  1. Contact our customer service team at support@icewatches.shop with your order number and reason for return.
  2. Once approved, our team will provide you with a Return Authorization and the designated return destination address.
  3. Pack your watch securely in its original packaging to prevent damage during transit.
  4. Ship your package back using a trackable courier service.

3. Shipping Costs & Refunds

  • Return Shipping Fee: Customers are responsible for the shipping costs associated with returning non-defective items. Initial shipping fees are non-refundable.
  • Inspection & Processing: Upon receiving your return, our quality control team will inspect the item. Processing typically takes 3–5 business days.
  • Refund Issue: Approved refunds will be credited back to your original payment method (Credit Card, PayPal, Apple Pay) within 5–10 business days depending on your bank provider.

4. Exchanges & 2-Year International Warranty

Exchanges: The fastest way to exchange a product for a different color or model is to return your original purchase for a refund and place a new order online.

Warranty & Manufacturing Defect: All Ice-Watch timepieces come with a 2-year international warranty covering manufacturing defects. If your watch arrives damaged or defective, please contact us immediately within 48 hours with photos or videos.

Non-Returnable Items

Items marked as Final Sale, customized/engraved watches, replaced straps showing signs of wear, or items missing original packaging/warranty cards cannot be returned or refunded.