Return & Refund Policy
Thank you for choosing The Ice Legacy for your unique custom diamond watches and hip-hop jewelry. We
pride ourselves on the quality of our products and are committed to ensuring a seamless shopping
experience. Please take a moment to review our return and refund policy, specifically designed for our
luxury items and customization process.
Return & Refund Guidelines:
1. Custom Orders & Non-Returnable Products:
- All items sold on The Ice Legacy website, including custom diamond watches and hip-hop jewelry, are final sale. Due to the personalized nature of the products, returns and refunds are not accepted after the item has been used, worn, or altered in any way.
2. Eligible Returns:
- If you receive a damaged or incorrect item, The Ice Legacy will gladly process a return and refund.
- If there is a manufacturing defect in the product, we will offer a replacement or refund, as per your preference.
- If the wrong item was shipped to you, or there was an error with your order, please notify us within 6 hours of receiving your item. We will promptly address the issue and arrange for a return.
3. Return Process:
- To initiate a return for a damaged or incorrect item, please email us at support@theicelegacy.com, including:
- Your order number
- A description of the issue
- Clear photos of the item, packaging, and any damages (if applicable).
- Unboxing video: This is required to process a return for damaged items or incorrect shipments.
- Once we verify the issue, we will provide you with instructions for returning the product.
- All returned items must be in their original condition, unworn, and unused, with the original packaging intact.
- Any free gifts or promotional items that came with your order must also be returned. Failure to return them will result in a reduction of your refund to account for the free item's value.
4. Return Eligibility:
- Returns must be initiated within 6 hours of receiving your item.
- Merchandise must be returned in its original condition.
- We do not accept exchanges at this time.
5. Shipping Costs:
- If you are returning a defective or incorrect item, The Ice Legacy will cover the return shipping costs.
- For returns not related to damage or an error on our part, the customer is responsible for the return shipping costs.
- Please note that shipping charges are non-refundable.
6. Refunds:
- For eligible returns, refunds will be processed once we receive and inspect the returned item. The refund will be issued to your original payment method within 10-12 business days.
- If your order was paid via Cash on Delivery (COD), a refund will be provided in the form of a store credit or gift card, valid for future purchases.
- Custom items that are returned due to manufacturing defects will be replaced or refunded according to your preference.
7. Custom Orders & Changes:
- Once a custom order is placed for a diamond watch or hip-hop jewelry with The Ice Legacy, changes or cancellations are not accepted after the item has entered production.
- Please ensure all customization details are accurate before confirming your order.
8. Gift Cards:
- Gift cards purchased through The Ice Legacy website are non-returnable and cannot be exchanged for cash.
9. Damaged, Lost, or Defective Items During Shipping:
- In the rare event that your product is damaged or lost during shipping, please contact The Ice Legacy immediately with photos and the shipping details.
- We will provide assistance in filing a claim with the carrier and arrange for a replacement or refund as appropriate.
10. Prototype Products:
Cancellation Policy:
- Prototype products or any items marked as experimental or one-off designs from The Ice Legacy are non-returnable and non-refundable.
- Order Cancellations: You may cancel your order with The Ice Legacy if it has not yet entered production. Please contact our customer service team immediately at support@theicelegacy.com to request a cancellation.
- Once production has started on your custom watch or jewelry, we cannot cancel or modify the order.
- The Ice Legacy reserves the right to cancel any order at our discretion and will notify you promptly if this occurs.