Refund policy

Effective Date: 1 January 2026

1. Eligibility for Return or Refund

We want you to love your NorthICE reusable ice bag system. If you’re not completely satisfied, we’ll gladly accept eligible returns or process refunds under the following conditions:

• The item must be unused, in its original packaging, and returned in the same condition you received it.
• You must initiate the return request no later than 30 days after original delivery.
• Proof of purchase (order number, receipt, or confirmation email) must be provided.
• Items that show signs of use, damage caused by misuse, missing parts, or are not in original condition may be ineligible for full refund.

2. How to Request a Return or Refund

1. Contact our Customer Support team at support@north-ice.ca with your order details and reason for return.
2. We will reply within 2-5 business days with instructions, including the return address and any required Return Authorization number.
3. Pack the item securely in its original packaging, and ship it freight prepaid (unless otherwise directed). We recommend using a trackable shipping method.
4. Once we receive and inspect the returned item, we will notify you of approval or rejection of your refund or exchange.

3. Shipping Costs & Refund Processing

• Unless the return is due to a manufacturing defect or our error, you are responsible for the cost of return shipping.
• If approved, refunds will be processed to your original payment method within 5-7 business days of our approval.
• Shipping fees (original and return) are non-refundable.
• For exchanges of defective items, we will cover the cost of shipping the replacement to you.

4. Non-Refundable / Excluded Items

Certain items or situations are not eligible for a refund. These include but are not limited to:

• Products purchased on sale or as part of a “clearance” or “final-sale” offer (unless otherwise stated at purchase).
• Items that have been used, altered, or are not in their original resaleable condition.
• Products returned outside the 30-day return window.
• Shipping costs and duties or taxes paid on import/export may not be refunded unless required by law.

5. Defective or Damaged Products

If your NorthICE reusable ice bag system arrives damaged or becomes defective under normal use within the warranty period, please contact us immediately. We will evaluate the issue, and if confirmed, we will replace the item or issue a refund as appropriate. We may request photos or shipping of the defective unit back to us.

6. Exchanges

If you’d prefer an exchange (for size, product, or color) instead of a refund, we’ll be happy to facilitate it—subject to item availability and eligibility under this policy. Shipping costs for the exchanged item may apply and will be disclosed before processing.

7. Changes to This Policy

NorthICE reserves the right to update or modify this Refund & Returns Policy at any time. When we do, we will post the revised policy on our website with a new effective date. Your continued use of our site or your purchase constitutes acceptance of any changes.

8. Contact Us

If you have questions about our policy or need assistance, please contact us at:
Email: info@north-ice.ca