Refund policy

Shipping 

Once an order has been received, we aim to have it dispatched from our warehouse within 1-3 business days. This depends on the product ordered as some are custom-made to order. 
Depending on which service the customer chooses, shipping times can vary from 1 business day with express shipping and up to 14 business days for standard. Please note, once an order has been dispatched from our warehouse, we have no control over the courier's delays or misplaced orders. That being said we will assist in contacting and potentially resolving shipping issues if problems do arise. 

Returns for unwanted products
Our return policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within 1-3 business days. You will be responsible for paying for your own shipping costs for returning your item (unless the product was faulty) which shipping rates will be covered by Ice Epoxy Australia. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 

Exchange of the damaged product
Replacement items are only valid if the products are defective or damaged before reaching the customer. If you receive your package and it is faulty or damaged, please take photos of the damages and send them to our email at iceepoxyaustralia@gmail.com. From here we can assess the damage and act accordingly. If we are to believe the products are to be damaged, a shipping label will be sent to the customer in which they are to return the product to 6/227 Brisbane Road, Biggera Waters, Gold Coast QLD 4216, Australia. A replacement product will be provided to the customer.

Please note, depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Contact Information 

Address: Unit 6/227A Brisbane Road, Unit 6, Biggera Waters Queensland 4216, Australia

Email: iceepoxyaustralia@gmail.com