Ice Monster™ checks all orders before shipment for quality assurance. If however you wish to return a product because it has a fault or you wish to exchange for another size then please read the following points and instructions:
- We can not offer cash refunds but may exchange sizes on unused equipment in circumstances where a request has been made within 7 days of receipt of goods and a return confirmation has been authorised by us and a special return address provided (do not send anything to the store or warehouse address).
- To obtain an authorisation please email us and we will then advise an address to return the item to. You should then purchase another item on the web site and we will then refund the initial purchase to either your card or via PayPal.
- Special orders can not be exchanged. Special orders are items that a customer asks us to order in for them, where that is a particular model or size or width or colour
- You must report any mistakes with your order, eg incorrect size, within 7 days of receipt of goods by emailing us or using the Enquiry form on the ‘Contact’ page of the Ice Monster™ web site. If an item has a fault please do not use the item but contact us about returning the item.
- Exchanges will not be accepted on used products. You can not return equipment that have been used or damaged. We can not resell these products as new. We will not accept exchanges on heat moulded skates or boots onto which you have attached blades or items that are customised eg numbers added to skates or jerseys.
- Warranty information: Ice Monster does not offer warranties on hockey sticks, as the possibility of breakage is expected from first use. Other items covered by manufacturers warranties need to be returned to us and if the item is deemed to be covered by warranty then we will advise if it can be repaired or if a replacement will be provided.
- Unauthorised repairs carried out automatically voids warranty.
- Freight costs incurred for the return and re-sending of products are the customers cost. This includes all products received and required to be returned for any reason including if the product is damaged in transit, needs repair or does not meet the customers expectations or description, or if the parcel is returned to us by the courier. No payment for time or travel will be provided under any circumstances to do with any return.
- Do not return any items to our store or warehouse. We have a special address to send all returning items.
- Please return the items with the original packaging if you still have it, but not required. Please avoid writing or taping on original box or packaging if possible.