REFUND POLICY
Refund Policy – IceCap Cooling System
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Effective Date: June 1, 2025
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At Ice Cap Australia we are committed to your satisfaction with the IceCap Cooling System (the "Product"). This Refund Policy outlines the conditions under which you may return the Product and receive a refund. This policy is in addition to your rights under the Australian Consumer Law (ACL).
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1. 30-Day Satisfaction Guarantee
1.1 We offer a 30-day satisfaction guarantee. If you are not completely satisfied with your IceCap Cooling System for any reason, you may request a refund within 30 calendar days from the date of your purchase.
1.2 To be eligible for a refund under this guarantee, the Product must be returned in its original condition, undamaged, and with all original packaging, accessories, manuals, and documentation included.
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2. Eligibility for Refund
Refunds will be issued under the following circumstances:
2.1 Change of Mind (within 30 days): If you request a refund within 30 days of purchase and the Product is returned in accordance with Section 1.2.
2.2 Major Failure (Australian Consumer Law): If the Product has a major failure as defined by the Australian Consumer Law (ACL). A major failure occurs when: a) The Product is significantly different from the description or demonstration. b) The Product is substantially unfit for its common purpose and cannot easily be made fit within a reasonable time. c) The Product does not do what you asked for and cannot easily be made to do so. d) The Product is unsafe. In such cases, you are entitled to a refund or a replacement.
2.3 Minor Failure (Australian Consumer Law): If the Product has a minor failure, we may, at our discretion, choose to repair or replace the Product, or offer a refund.
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3. Non-Refundable Situations
We are not obligated to provide a refund in the following situations:
3.1 After the 30-day satisfaction guarantee period has expired. 3.2 If the Product has been damaged due to misuse, abuse, negligence, accident, or improper storage (e.g., impact damage, water damage, unauthorized modifications). 3.3 If the Product has been used in a manner contrary to the accompanying user manual, warnings, or instructions. 3.4 If the Product has been modified, repaired, or disassembled by anyone other than Ice Cap Australia or an authorised service provider. 3.5 If any part of the Product is missing, damaged, or not in its original condition, unless due to a defect or damage during transit that you reported promptly. 3.6 For consumable parts (e.g., filters, batteries, if applicable) that have been used, unless they were defective at the time of purchase. 3.7 For issues caused by using the Product with incompatible PAPR Devices or accessories not approved by us.
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4. How to Request a Refund
To initiate a refund request, please follow these steps:
4.1 Contact Us: Email our customer support team at support@shopicecap.com within the eligible timeframe (30 days from purchase for satisfaction guarantee, or as soon as practicable for ACL claims).
4.2 Provide Information: In your request, please include: * Your full name and contact details. * Your order number or proof of purchase. * The reason for your refund request. * Photos or videos if the Product is damaged or defective.
4.3 Return Authorisation: If your request is approved, we will provide you with a Return Authorisation (RA) number and instructions on how to return the Product. Do not send the Product back without an RA number, as it may delay the processing of your refund.
4.4 Packaging: Carefully package the Product to prevent damage during return shipping. Use the original packaging if possible.
4.5 Shipping: You are responsible for the cost of return shipping for change of mind refunds. For valid ACL claims, we will cover the reasonable cost of return shipping. We recommend using a trackable shipping service and purchasing shipping insurance. We are not responsible for Products lost or damaged during return transit.
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5. Refund Processing
5.1 Once your returned Product is received and inspected, we will notify you of the approval or rejection of your refund.
5.2 If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 14 business days depending on your bank or payment provider.
5.3 Please note that original shipping costs (if any) are non-refundable for change of mind returns.
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6. Australian Consumer Law (ACL)
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to: * cancel your service contract with us; and * a refund for the unused portion, or to compensation for its reduced value.
You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion.
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7. Contact Us
If you have any questions about our Refund Policy, please contact us at: info@shopicecap.com