Return & Refund Policy
Return & Refund Policy
Last updated: January 2025
At Alpine Medical Labs SRL, we stand behind the quality of Icexin and want you to be completely satisfied with your purchase. This Return Policy outlines our procedures for returns, refunds, and exchanges.
Return Eligibility
Condition for Returns
To be eligible for a return, your Icexin product must meet the following criteria:
- Purchased within the last 30 days from the date of delivery
- Unopened and in its original, sealed packaging
- In resaleable condition with all original documentation and labels intact
- Accompanied by proof of purchase (order number or receipt)
Non-Returnable Items
The following items cannot be returned:
- Opened, used, or partially used products
- Products purchased more than 30 days ago
- Items without original packaging or labels
- Products damaged due to improper storage or handling by the customer
- Clearance or final sale items (where indicated at purchase)
Return Process
Step 1: Request Authorization
Contact our customer service team at [email protected] or through our Contact page with your order number and reason for return. We will review your request and provide you with a Return Merchandise Authorization (RMA) number and shipping instructions.
Step 2: Ship Your Product
Once authorized, securely pack your product and ship it to the address we provide. Please include your RMA number and a copy of your receipt inside the package. We recommend using tracked shipping.
Step 3: Inspection and Processing
Upon receipt, we will inspect your return within 7-10 business days. If your return meets our eligibility criteria, we will process your refund or replacement. If the product does not meet return conditions, we will contact you to discuss next steps.
Refunds
Refund Timeline
Once your return is approved and inspected, refunds will be issued within 5-7 business days. The refund will be credited to your original payment method. Please allow an additional 3-5 business days for the funds to appear in your account, depending on your financial institution.
Shipping Costs
Original shipping costs are non-refundable. If you initiated the return due to our error (wrong product, damaged shipment upon arrival), we will provide you with a prepaid shipping label. Otherwise, customers are responsible for return shipping costs.
Refund Amount
Refunds include the product price only. If you received a promotional discount or used a coupon code, the refund will reflect the discounted price paid.
Exchanges
If you received a defective or incorrect product, we will arrange a free exchange. Contact us immediately with photos of the issue. We will send you a replacement and provide a prepaid return label for the defective item.
Damaged or Defective Products
If your Icexin arrived damaged or defective, please contact us within 7 days of delivery with photographic evidence. We will replace the product at no cost to you, including return shipping. No return authorization is needed for damaged shipments.
Exceptions and Special Cases
We understand that circumstances vary. If you have a situation that doesn't fit standard return guidelines, please contact our customer service team. We will do our best to find a fair solution.
Contact Information
For all returns, refunds, and exchange inquiries, please reach out to us:
- Email: [email protected]
- Website: icexin.net/contact
- Response Time: 24-48 business hours
Policy Updates
We reserve the right to modify this Return Policy at any time. Changes will be effective immediately upon posting. Your continued purchase and use of our products indicates acceptance of any policy changes.