Refund Policy

🔁 Return & Refund Policy – IceLora

At IceLora, your self-care experience is our top priority. If your order isn’t quite right — whether it’s the feel, function, or style — we’re here to help.

We accept returns on eligible products within 30 days of delivery.

✅ Eligibility for Returns

To be eligible for a return:

  • Items must be unused, unopened, and in original packaging

  • All original tags, inserts, and hygiene liners must be intact

  • Items must be free from signs of use, wear, or damage

❗ Opened or used beauty tools (e.g. face rollers, gua sha, masks) cannot be returned due to hygiene reasons.

✉️ How to Initiate a Return

To start a return, email our team at support@icelora.com with:

  • Your order number

  • The reason for your return

  • Supporting evidence (e.g. clear photo of the item)

Our team will review your request and respond within 2 business days.

🔁 Return Process

Once your return is approved:

  1. You’ll receive a confirmation and a return shipping cost

  2. Once confirmed by you, we’ll send you the return link/address

  3. When your return is received, our team will inspect it

  4. You’ll be notified of the final decision via email

🚚 Return Shipping

  • Customers are responsible for return shipping costs

  • Return shipping fees will be deducted from your refund amount

  • If the return is due to a defective, damaged, or incorrect item, we will cover all return shipping costs

📦 Refunds

If your return is approved:

  • A refund will be processed to your original payment method

  • Please allow up to 14 business days for the refund to appear on your account

  • The cost of return shipping will be deducted from the total refund amount

🔄 Exchanges

Want to exchange for a different color or item?
We’ll issue store credit after we receive your return, so you can place a new order for your preferred item.

📦 Bundles

Products purchased as part of a bundle must be returned as a complete set. Partial returns from bundles are not accepted unless otherwise approved by our support team.

🚫 Return Denial

We reserve the right to refuse returns that:

  • Are used or damaged

  • Are received outside the return window

  • Are sent without prior approval

  • Are incomplete (e.g. missing items in a bundle)

📬 Need Help?

Reach out to us anytime at support@icelora.com — we’ll do our best to make it right.