Returns & Refunds Policy

**Returns and Refunds Policy**

Welcome to www.embracetheice.co.uk, owned and operated by Embrace Wellness Products Limited, trading as embracetheice.co.uk. We aim to ensure your complete satisfaction with our products. Please review our Returns and Refunds Policy below.

**1. Returns**
1.1 If you are not satisfied with your purchase, you may return it within 14 days of delivery for a refund or exchange.
1.2 To initiate a return, please contact our customer service team at [insert contact email or phone number here] to obtain a Return Merchandise Authorization (RMA) number.
1.3 Products must be returned in their original condition and packaging, with all accessories and documentation included.
1.4 Custom or personalized items are non-returnable unless defective or damaged upon receipt.

**2. Return Shipping**
2.1 You are responsible for return shipping costs unless the item is defective or incorrect due to our error.
2.2 We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee receipt of your returned item.
2.3 For large items, we can assist in arranging return shipping. Additional charges for this service will apply and be deducted from your refund.

**3. Inspection and Processing**
3.1 Once we receive your returned item, we will inspect it to ensure it meets our return criteria.
3.2 If the item is in acceptable condition, we will process your refund or exchange within 14 days of receiving the return.
3.3 If the returned item is damaged, used, or not in its original condition, we may deduct a restocking fee from your refund or reject the return.

**4. Refunds**
4.1 Approved refunds will be processed to the original payment method used at the time of purchase.
4.2 Depending on your payment provider, it may take additional time for the refund to appear on your account statement.

**5. Exchanges**
5.1 If you wish to exchange an item, please contact our customer service team to discuss your needs.
5.2 Exchanges are subject to product availability. If the desired item is not available, we will process a refund instead.

**6. Defective or Damaged Items**
6.1 If your item arrives defective or damaged, please contact us immediately at [insert contact email or phone number here] with photographs and a description of the issue.
6.2 We will arrange for the return of the defective or damaged item at no cost to you and will offer a replacement or full refund.

**7. Non-returnable Items**
7.1 The following items are non-returnable unless defective or damaged upon receipt:
- Custom or personalized products
- Items marked as non-returnable in the product description

- Pre-ordered items

**8. Contact Information**
8.1 For any questions or assistance regarding returns and refunds, please contact our customer service team at [insert contact email or phone number here].

Effective Date: 6/6/24