Returns & Refunds Policy

RETURNS & CANCELLATIONS

CANCELLING ORDER BEFORE SHIPMENT

You may cancel any order free of charge and without giving us any reason, provided it has not yet been shipped. We begin processing orders placed at our online store almost immediately. Prior to requesting a cancellation, please check the status of your order via your confirmation email. If a tracking number has not been assigned, our Consumer Affairs Team will request a cancellation of your order at our warehouse. If successful, they will send you an e-mail and the cancellation will be free of charge.

If a tracking number has been assigned, we are unable to cancel your order. If cancellation is not possible, the product(s) will be delivered to you and may be returned in accordance with the procedure set out in section “RETURNS OF NON-FAULTY ITEMS” of our RETURNS AND REFUNDS POLICY

RETURNING ORDERS AFTER DELIVERY – DEFECTIVE AND NON-CONFORMING PRODUCTS

You are entitled to return products delivered to you in the event that they are defective or otherwise not in conformity with your order when you received them. Defective, damaged, or otherwise nonconforming products must be returned within 15 days of your receipt of the product. This does not affect your statutory rights. In the event your claim is justified, the purchase price and the shipping costs will be refunded. For additional defective, damaged, and nonconforming product return information please contact our Consumer support team

RETURNING ORDERS AFTER DELIVERY – NON-FAULTY ITEMS

You are entitled to return non-faulty products delivered to you within 07 days.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

For the return of non-faulty items, the shipping cost is covered by you.

For expensive items, we recommend that you use a secure delivery method that requires a signature on the receipt, as this ensures the package in case it goes missing. The product will remain your responsibility until it has been signed for at the returns address. We do not accept responsibility for products lost or damaged in the post. Once the item has been received at our office you will receive an email confirming receipt. After receipt of your goods, we shall inspect the condition of the item and as appropriate issue a refund. We aim to issue refunds within 14 working days. The cost of your order will be refunded to the credit/debit card used to make the purchase. Please note refunds take 5 working days to clear from the point of processing.

Please contact a member of our Consumer Support Team for details on returns and any questions or concerns on how to return non-faulty items.

REFUND INFORMATION

Refunds will be issued based on the original form of payment. If you paid via bank transfer you need to give this information to our customer service staff when you initiate the return so that we can refund the money directly to your account.

EVENTS OUTSIDE OUR CONTROL

An Event Outside Our Control means any act or event beyond our reasonable control, including without limitation strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or another natural disaster, or failure of public or private telecommunications networks.

If an Event Outside Our Control takes place that affects the performance of our obligations under these Terms of Sale:

We will contact you as soon as reasonably possible to notify you; and

Our obligations under these general conditions will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control.

Where the Event Outside Our Control affects our delivery of a product to you, we will arrange a new delivery date with you after the Event Outside Our Control is over. You may cancel the contract if an Event Outside Our Control takes place and you no longer wish us to provide the products. Please see your cancellation rights under Cancellation above.

OTHER IMPORTANT TERMS

The images of the products on our Platform are copyrighted by ICON PLUS and are provided for illustrative purposes only. Although we have made every effort to display the colors accurately, we cannot guarantee that a device’s display of the colors accurately reflects the colors of the products. In some cases, the packaging of a product may vary from that shown in images on our Platform. ICON PLUS does not warrant that product images, product descriptions, or other contents on the Platform are accurate, complete, reliable, current, or error-free.

We may transfer our rights and obligations under a Contract to another organization, but this will not affect your rights or our obligations under these Terms of Sale. You may only transfer your rights or your obligations under these Terms of Sale to another person if we agree in writing.

Each of the paragraphs of this Terms of Sale operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.

If we fail to insist that you perform any of your obligations under these Terms of Sale, if we do not enforce our rights against you, or if we delay in doing so,  that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you. We will not file a copy of the contract between us.

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