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 utilizing 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.