Exchanges & Returns

Is your order not quite to your liking, or did you order the wrong product? No problem, we can easily resolve this within 30 days of purchase. Choose one of the three options below for a simple exchange or return.

How to return or exchange a product

If you want to return or exchange a product, it's important that you notify us within 30 days of receiving it. Inform us by email or phone that your product needs to be returned, and we'll tell you where to return it and what information we need for the shipment. Once we receive the product, we'll exchange it for the desired item, or cancel the agreement and refund your full purchase price to the account you used for payment as soon as possible, but no later than 14 days after you cancel your purchase. We may withhold reimbursement until we have received the goods back or you have provided proof that you have returned the goods, whichever is the earliest. You can also return the products within 30 days of receipt without prior notice, as long as you include a note stating your wish to cancel. You can follow the steps below to make a return.

Contact our customer service.
You will receive the information you need to return the shipment to us by email.
You can notify us in writing using the model cancellation form, or you can attach your own letter describing your complaint.
After receiving the shipment, we will send you a confirmation of receipt and start processing your shipment.
After inspecting your shipment, we will propose a solution to resolve the issue.

Exceptions

Damage, signs of use, and hygiene reasons must be excluded from this cooling-off period. If the packaging is opened and damaged, we may charge a fee to process your return.

Option 1: Exchange with our help (Free)

We'll help you find the right product.

We'll ship the right product to you the same business day.

You'll receive a free return label number with instructions by email.

Contact form or by phone during office hours.

Option 2: Return (Cost: €4.95)

Easily register your return.

After approval, you'll receive a refund or your invoice will be canceled.

Order details

Email address:

Order number:

Reason for return:

Return costs

The cost of returning an order is €4.95. This cost will be deducted from the refund. Register your return:

Return address

You can use the following address to return products:

HELP-ICE
stating Your order number & return code
Nuenderbeekselaan 13
5673 RC Nuenen - The Netherlands

FAQ:

What is the status of my return request?

We will keep you informed of the status of your return by email.

I received a damaged or incorrect product. What should I do?

Always contact our customer service first.

Would you like to return multiple items together?

Each return must be registered separately. If you have any questions, our customer service is happy to help.

Do you have questions about your order?

We are happy to help. You can reach our customer service directly via WhatsApp chat or the contact form, or on weekdays between 9:00 AM and 5:00 PM by phone at +31 6 13423932 or email: info@HELP-ICE.com