Refund policy

Return and Refund Policy

Due to the perishable, frozen and temperature-sensitive nature of our ice products, returns are not accepted once an order has been delivered.

Custom-made, engraved, shaped or embedded ice is produced specifically for the customer and cannot be returned or exchanged. To the extent permitted by applicable law, the statutory right of withdrawal does not apply to products that may deteriorate rapidly or that are made to the customer’s specifications.

This does not affect your statutory rights if an order is delivered damaged, incorrect, incomplete or otherwise not in accordance with the agreement.

Damaged, incorrect or incomplete orders

Please inspect your order immediately upon delivery.

If your order is damaged, incorrect or incomplete, please contact us as soon as possible, preferably on the day of delivery, at sales@velourice.com.

Please include:

• your order number;
• a clear description of the issue;
• clear photographs of the products and packaging.

After assessing the situation, we may offer a replacement, credit or refund, depending on the circumstances.

Storage and handling

After delivery, the customer is responsible for immediately storing the products at –18°C or below and for maintaining the cold chain.

Velour Ice cannot be held responsible for melting, deterioration or damage caused after delivery by delayed storage, incorrect handling, freezer failure or storage above the required temperature.

Cancellations

Please contact us immediately if you wish to cancel an order.

Standard orders may only be cancelled before preparation or production has started.

Custom-made, engraved, shaped or embedded orders cannot be cancelled once production has begun.

Costs already incurred or an agreed non-refundable deposit may be deducted from any refund, where permitted by applicable law.

Refunds

Where a refund is approved, it will be processed to the original payment method within 14 days.

The time required for the refunded amount to appear in your account may vary depending on your bank or payment provider.

Contact

Velour Ice B.V.
Email: sales@velourice.com
Telephone: +31 6 449 10 327