Returns Policy

At Ice Cool Servicing Ltd we strive to provide you with high-quality ice machines and exceptional service. However, we understand that issues may arise.

Eligibility for Returns:

Returns are only accepted in the event of a confirmed machine or mechanical failure that prevents the ice machine from operating as intended. Returns will not be accepted for issues arising from:

• User error or misuse.
• Improper installation.
• Failure to follow the manufacturer’s guidelines.
• Damage caused by external factors.

Recommended Installation:

To ensure proper and safe installation, and to minimise the risk of installation-related issues, we strongly recommend utilising our professional installation services.

Returns Procedure:

1. Contact Us: If you believe your machine has a mechanical failure, please contact our customer service team within 2 working days of receiving your order.
2. Troubleshooting: We may attempt to troubleshoot the issue remotely to determine the cause of the problem.
3. Assessment: If remote troubleshooting is unsuccessful, we will arrange for an assessment by a qualified technician.
4. Confirmation of Mechanical Failure: If the assessment confirms a machine or mechanical failure, we will authorize a return.
5. Return Shipping: We will provide instructions for returning the machine.
6. Refund or Replacement: Upon receipt and inspection of the returned machine, we will offer a refund or replacement, at our discretion.

Important Notes:

• This returns policy does not affect your statutory rights.
• We reserve the right to refuse a return if the issue is deemed to be the result of user error, improper installation, or external damage.
• We strongly advise keeping all original packaging in case of a return.

We are committed to providing you with a positive experience. If you have any questions regarding our returns policy, please contact our customer service team.

For more information about delivery, returns and payments terms, please refer to our Terms and Conditions page.