Refund policy

At Heyice, we want you to love your order. If you are not completely satisfied, please review our policy below.

1. Return & Exchange Period

We offer a 30-day return or exchange from the date of delivery, except for personalized/customized products.
To be eligible:
  1. You must request a return or exchange and ship the item back within 30 days of receiving your order.
  2. Items must be unused, undamaged, and in their original packaging with all tags/labels attached.

2. How to Return or Exchange

  1. Contact our customer service at  service@heyice.com to initiate a return or exchange.
  2. Include your order number and the reason for the return.
  3. Once approved, ship the item back to the address provided by our team, using a shipping method with a valid tracking number.
  4. Refunds or exchanges will be processed only after we receive and inspect the returned item.

3. Return Shipping Fees

  • Non-quality issues: If the return is caused by the customer, the customer is responsible for the return shipping fee. Shipping costs are non-refundable. A $3 handling fee will be charged. For normal free-shipping orders, $10.99 will be deducted from the refund; for gift box packaging orders, $14.99 will be deducted from the refund.
  • Quality issues: If the item received is damaged, defective, or incorrect due to our reasons, we will cover the return shipping costs and no deductions will be made from your refund.
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

4. Non-Returnable Items

The following items cannot be returned or exchanged:
  • Customized/personalized products: Custom product production takes approximately 10-15 working days. By placing a custom order, you acknowledge and accept this production timeline.
  • Products damaged by customer misuse.
  • Items returned without original packaging.

5. Order Processing Time

  • Customized orders: Processing time is approximately 10–15 business days, as each item is made to order.
  • Non-customized orders: Orders are generally processed within 3 business days.
  • In some cases, processing time may be longer due to high order volume, holidays, or other special circumstances.

6. Order Cancellation & Customization Changes

  • Customized products: Customization details cannot be modified, and orders cannot be cancelled 2 hours after the order is placed, as production may have already begun.
  • Non-customized products: Orders may be cancelled before shipment. Once the order has been shipped, it cannot be cancelled and must follow the return process.
To request a cancellation, please contact us immediately at  service@heyice.com with your order number.

7. Exchanges

The fastest way to receive a different item is to return the original item and, once the return is accepted, place a new order for the item you want.

8. European Union 14-Day Cooling-Off Period

If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days of receiving the goods, for any reason and without justification, in accordance with EU consumer law.
The item must be in the same condition as received: unworn, unused, with tags, and in its original packaging. Proof of purchase is required.
Please note that the right of withdrawal does not apply to goods made to order or clearly personalized.

9. Refunds

We will notify you once we have received and inspected your return, and we will let you know whether your refund was approved.

If approved, the refund will be processed to your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card company to process and post the refund.
Original shipping costs are non-refundable unless the return is due to our error.

If more than 15 business days have passed since we approved your return and you have not yet received your refund, please contact us at service@heyice.com.

10. Important Notes

  • We recommend using insured return shipping. Packages that are refused upon delivery will void refund eligibility.
  • Sale items may be subject to different return terms.
  • Our shipping service does not include signature confirmation unless otherwise specified.

11. Return Address

Please send all returns to the address provided by our customer service team after your return request is approved.
Contact:  service@heyice.com