What is ICERA’S general return policy?
We accept returns for most items within 30 days of delivery. The item(s) must be in its original, undamaged condition. If the packaging was damaged, use a similar-sized box. If your returned item is not received at our warehouse, we reserve the right to reverse the refund. Please note that ICERA does not accept returns at its warehouses.
We initiate a refund once the item has been received and checked at our warehouse. For store credit, this takes 24 hours from initiation, and 3-5 business days for refunds to the original payment method. You can either order your new item before returning the old one or wait until your refund has been received to place the new order. Where applicable, your return ship fee will be automatically deducted from the refund amount.
What items can’t be returned?
The following item categories cannot be returned:
- Open box items
- Used items
- Made-to-order or personalized items
- Items marked as ‘Non-Returnable’
You may receive a special offer to accept a discount to keep the item instead of going through the hassle of returning it. This is a special offer just for you and the amount cannot be changed. If you do not wish to accept the discount, you can decline and proceed with setting up a return.
Will I have to pay for return shipping fees?
In order for ICERA to provide free delivery and low prices, we do expect our customers to pay for the return shipping of the item back to us. This will be deducted from your refund. The return shipping costs can vary depending on the location of the return, size and weight of the item, and selected return method.
Delivery shipping fees or service charges collected on the order will not be refunded. If an order is returned because you refused delivery, the appropriate return costs will be charged and deducted from your refund.
When will I receive my refund?
If your item is being returned, we’ll initiate your refund when we receive your item(s) at our warehouse. When a refund has been initiated, it takes on average 3-5 business days, though in some cases it may take up to 2 weeks.
Received damaged or defective items?
We know how frustrating a damaged or defective item can be. If your item is damaged or defective, we can get you a resolution if reported within 30 days of the delivery date.
To ensure we make your order right, we will require a photo(s) of the damaged/defective item(s) in order to provide you with the best resolution. If you’re instructed to return the original item and it is not received at our warehouse, we reserve the right to reverse the refund or charge for a replacement unit. We reserve the right to refuse to service any damaged or defective item reported more than 30 days after the delivery date.
Received the wrong item?
If you have received the wrong item, color, or size, we can get you a resolution if reported within 30 days of the delivery date. You may be required to provide a photo(s) of the delivered item(s), and the product name or model number. If you’re instructed to return the original item and it is not received at our warehouse, we reserve the right to reverse the refund or charge for a replacement unit. We reserve the right to refuse to service any wrong item reported more than 30 days after the delivery date.