Holiday Extended Return Policy & Warranty of Satisfaction

At Ice.com, this Holiday Season as always, your complete satisfaction with the gifts you give is important to us. If you're not completely satisfied with the jewelry or watch you purchased between November 11, 2009 and December 24, 2009, you have until January 24, 2010 to call customer service (1-800-539-3580) to arrange for an exchange or refund. Shipping charges will not be refunded.

If you are returning merchandise as a result of (a) error on the part of Ice.com, or; (b) defective product, we will exchange it free of charge, or refund the full cost of the merchandise and shipping charges.  When we receive your return, we will inspect the item and provide a replacement or issue a refund. If the product is not found to be defective, shipping fees will apply and/or a partial refund may be issued.
 
You must return items in new or unused condition with all original packaging and materials included.  ‘New or unused condition’ means that there are no scratches, marks, blemishes, nor any other damage(s)  on the item, and that it has not been sized or altered in any way. 

We must receive your returned items within a maximum of 15 days from the date we assign you a return authorization number (RAN).  Please use our prepaid label to return merchandise. It is the safest, quickest, and easiest way to ensure we receive your returned item. If we receive your item after that deadline, or if you did not use our prepaid label, we may refuse the return and ship it back to you at your expense.

All ‘Free Gifts’ received with purchase must be returned with products which are to be refunded. Refunds are not granted on products which are not returned with the Free Gift.

Bridal and engagement rings that come with an IGI® or GIA® Appraisal Certificate must be returned with the certificate.  If the certificate is not returned with the bridal or engagement ring, the refund amount will be reduced by 100$ or more according to replacement cost. If you do not have the certificate, please advise us so we can quote you the exact price for the replacement. 

Watches

All of our wristwatches undergo rigorous inspection and stringent quality control checks before being sent to customers. Please inspect your wristwatch upon receipt (before removing any factory tape or wearing it) and thoroughly verify that there are no blemishes, nor damages, and that the timepiece is in working order. If you receive your watch in less than satisfactory condition, please contact customer service (1-800-539-3580) within forty-eight (48) hours to inform us and get a return authorization number (RAN). When we receive your watch, we will inspect it, and, as per your instructions, exchange it free of charge or refund the full cost of the merchandise, including shipping charges. 

The returned wristwatch must be in new or unused condition. ‘New or unused condition’ means that there are no scratches, marks, blemishes, nor any other damage(s)  on the watch, and that it has not been worn, sized or altered in any way. The ‘watch’ includes the bracelet/strap and/or folding buckle, and/or deployment buckle and clasp. The watch must be returned with all original packaging, materials, protective tape, manuals and accessories having never been removed and having been kept perfectly intact.

Please note that if the watch is sent back to us and received with signs of wear (as stated above), no credit will be issued and the watch will be returned to you at your expense.

Examples of non returnable products include:

• Items which have been abused or modified
• Special orders made to customer specifications
• Products modified as per customer requests

U.S. Customers

1. Please read the information on the back of your original shipping document and enclose it with your purchase in the original packaging. If you do not have your original shipping document, please print and complete the return purchase form. If you are unable to print this form, please provide us with your name, address, phone number and order number on a separate piece of paper.  We cannot process your return without this information.

2. Call our Customer Service department at 1-800-539-3580 to obtain a return authorization number (RAN).  We will not accept any returned merchandise without a RAN number.  Shipping is at the customer expense (except for defective products).  To ensure a return that is quick, traceable and secure at minimal cost,  we will provide you with a UPS prepaid return label and your refund will reduced by $5.50 to cover the shipping cost.  We will e-mail this label to you. If you do not use our prepaid label, we do not guarantee the return will be processed.

3. Re-pack items to be returned and include your shipping document (or return purchase form).

4. Bring your package to a UPS location for delivery to our return facility.

Canadian Customers

1. Please read the information on the back of your original shipping document and enclose it with your purchase in the original packaging.  If you do not have your original shipping document, please print and complete the return purchase form. If you are unable to print this form, please provide us with your name, address, phone number and order number on a separate piece of paper. We cannot process your return without this information.

2. Call our Customer Service department at 1-800-539-3580 to obtain a return authorization number (RAN). We will not accept any returned merchandise without a RAN number. Shipping is at the customer expense (except for defective products).  To ensure a return that is quick, traceable and secure at minimal cost, we will provide you with a Canada Post prepaid return label and your refund will reduced by $6.50 (US)  to cover the shipping cost.  You will receive this label via e-mail. If you do not use our Canada Post prepaid label, we do not guarantee the return will be processed.

3. Re-pack items to be returned and include your shipping document (or return purchase form). 

4. Bring your package to a Canada Post location for delivery to our return facility.

U.S. Customers

We inspect all returned items when they arrive.
Refunds will be in the original form of payment, except for wire transfers, which we will refund with a company check.  You can expect to receive your refund within three weeks, once the carrier issues your tracking number. In most cases, you may receive your  refund sooner, but allow three (3) weeks because of the time required for return shipping (up to 7 days), item inspection and refund processing when we receive your return (up to 7 business days), and processing from your bank or credit card company (up to 5 business days).

• We will refund your money or credit your credit card account for any payments made toward your purchase
• Refunds on purchases made with a credit card will only be credited to the same card.
• Unless applicable, delivery charges are not refunded
• If you return a partial order, we will refund you for the returned items only
• Refunds will be applied to any unpaid balances first

Canadian Customers

We inspect all returned items when they arrive.
Refunds will be in the original form of payment, except for wire transfers, which we will refund with a company check.  You can expect to receive your refund within four weeks, once the carrier issues your tracking number. In most cases, you may receive your  refund sooner, but allow four (4) weeks because of the time required for return shipping (up to 12 days), item inspection and refund processing when we receive your return (up to 7 business days), and processing from your bank or credit card company (up to 5 business days).

• We will refund your money or credit your credit card account for any payments made toward your purchase

• Refunds on purchases made with a credit card will only be credited to the same card.
• Unless applicable, delivery charges are not refunded
• If you return a partial order, we will refund you for the returned items only
• Refunds will be applied to any unpaid balances first

Jewelry

If your product becomes defective after the warranty period, we can repair it for you at a very competitive price.

First, contact customer service (1-800-539-3580) to initiate the return process. We will then send you a prepaid label that you can confidently use to send the item to us. This ensures that your item is safely and promptly returned for repair, at a minimal cost.

Once we receive your item, we will appraise the damage to estimate the necessary work and cost of repair. We will then contact you with the repair cost. If you accept the estimated costs, only then will we charge your account and proceed with the repair(s). Shipping and handling costs will be included in your cost estimate.

Please note: 

• Silver items are not resizable or repairable, but we can remount or replace stones
• We cannot give you an estimate for the cost of a repair before we examine your item 

Watches

If you need to have your watch serviced or repaired, please see the manufacturer’s detailed instructions.