Returns & Exchanges

Here you will find information about the right of withdrawal, voluntary exchange, refunds, and assistance if there is a defect in the item.

14-day right of withdrawal

When purchasing from the online store, you generally have a 14-day right of withdrawal. The deadline is calculated from the day after you receive the item. If you have ordered multiple items that are delivered separately, the deadline normally starts from the day after the last item is received. You do not need to provide a reason for exercising your right of withdrawal.

Give us clear notice before the deadline expires. You can use a withdrawal form or send an email to iceyard.business@gmail.com. The right of withdrawal is not dependent on us having time to respond or approve the return within the deadline.

The deadline assumes that you have received the legally required information about the right of withdrawal. If this information is missing, the deadline may be extended under the right of withdrawal act.

How to return an item

1. Let us know. State that you wish to exercise your right of withdrawal, and please provide the order number, your name, and which items this concerns.
2. Pack the item securely. Return the item with all contents and accessories that came with the purchase. Please include the original jewelry box if you have it. You can use the original outer packaging or other packaging that protects the item during transport.
3. Send the item back. The item must be sent back without undue delay and no later than 14 days after you gave notice. Contact us for the return address. We recommend using tracking and keeping the receipt.

When exercising the right of withdrawal in the usual manner, you cover the return shipping costs if this is stated before the purchase, unless we have agreed otherwise. We do not charge a separate fee for you to exercise your right of withdrawal. If the return concerns a defect or deficiency, contact us first so that we can arrange the correct return process.

Inspection of the item

You may open the packaging and inspect the item as necessary to assess its nature, characteristics, and function. Opening a regular jewelry box or size packaging does not in itself remove the right of withdrawal.

If the item has been used or handled more than is necessary for such an inspection, we may make a deduction for a documented reduction in value when the conditions of the law are met. This is assessed on a case-by-case basis; it does not automatically mean that the entire return is rejected. Specific rules apply to certain items with hygiene seals; see below.

The jewelry box and the accompanying PU bag must be handled with care. If they are returned soiled or damaged as a result of handling beyond what is necessary for inspection, a documented reduction in value may be deducted from the refund when the conditions of the law are met. Normal opening does not in itself provide grounds for a deduction. Necessary cleaning or replacement is included in the concrete assessment. The cost of replacing a jewelry box with the corresponding PU bag is normally around 100 kr. This is a guideline cost, not a fixed return fee; any deduction must correspond to the actual loss in value and will be explained and documented.

Refund

When you exercise the right of withdrawal for the entire purchase, we will refund the purchase price and the cost of our cheapest standard delivery. If you have chosen a more expensive delivery method, the additional cost for this choice will not be refunded.

The refund will be made without undue delay, and no later than 14 days after we receive the notice that you are withdrawing. We may wait until the item is received, or until you have documented that it has been sent back, depending on which happens first.

We use the same payment method as at the time of purchase, unless you expressly agree otherwise with us. We do not replace a refund you are entitled to with a gift card without such an agreement. If payment was made in whole or in part with a gift card, that portion will generally be credited back to the gift card.

Voluntary open purchase and exchange

We offer a voluntary open purchase and exchange policy for 14 days from receipt. Contact us within the deadline if you wish to return the item for a refund or exchange the size or model. Exchanges are agreed upon based on availability.

For the voluntary arrangement, the item must be unused and undamaged, without wear. All seals, size tags, and other markings must be intact. Return the original jewelry box and all contents and accessories that came with the purchase. The jewelry box and accompanying PU bag must also be clean and undamaged. The outer packaging may be different, as long as it protects the item during transport.

Mystery Boxes, purchased gift cards, and gift credit from the membership or ambassador program are not covered by the voluntary open purchase and exchange policy. The same applies to items that have been made or engraved especially for you. The terms of the voluntary arrangement do not limit the right of withdrawal or the right of complaint that follows from the law.

Mystery Box and subscription

For a Mystery Box, you have a 14-day right of withdrawal from the day after you receive the box. For a subscription with different jewelry in each delivery, a new deadline applies to each box. You can open the outer box and inspect the contents in the same way as with other online purchases.

When exercising the right of withdrawal for a Mystery Box, the box is returned with all the contents included in the purchase. Return shipping and any reduction in value are handled according to the rules above. We do not offer voluntary exchange of individual products from the box.

Canceling the subscription and withdrawing from a delivered box are two different things. Cancellation stops future deliveries according to the subscription terms; it does not automatically involve the return of items you have already received. Send us a message if you wish to both cancel the subscription and exercise the right of withdrawal for a delivery.

Personal items and hygiene

The right of withdrawal does not apply to items that have been produced according to your specifications or have received a distinct personal character, such as an individually designed pendant or personal engraving. You will receive information about a relevant exception before the order is placed. The fact that an item contains moissanite or diamonds, or is ordered in specially, is not alone grounds for removing the right of withdrawal.

A hygiene exception only applies to sealed items that are not suitable for return for health protection or hygiene reasons, when the relevant hygiene seal has been broken after delivery. The exception does not automatically apply to all earrings or grillz. A regular outer box is also not a hygiene seal.

Exceptions to the right of withdrawal do not affect the right to complain if the item has a defect or does not correspond to what was agreed.

Gift cards and gift credit

Purchased gift cards and earned gift credit can be used according to the terms that accompany them. They are normally not exchanged for cash through our voluntary exchange policy.

If you have purchased a gift card online and wish to withdraw from the purchase, contact us about the right of withdrawal and refund. Gift cards are not automatically exempt from the legally mandated right of withdrawal because they are delivered digitally. The concrete rules and any legal exceptions still apply.

Gift credit earned through Iceyard Family or an ambassador collaboration is a reward for use in the online store, not a cash payment. The amount, earning, validity, and usage restrictions follow from the program terms. This does not change your rights for items purchased with a gift card or gift credit.

Defects in the item and warranty

If the item is damaged upon delivery, has a manufacturing defect, or does not correspond to what was agreed, you can file a complaint. Send a description to iceyard.business@gmail.com, preferably with the order number and pictures. We will help you with further handling and the necessary return for a justified complaint.

You must file a complaint within a reasonable time after discovering the defect. A deadline of two months from when you discovered the defect is always sufficient. The total complaint period is normally two years, or five years for items intended to last significantly longer than two years.

Iceyard provides a two-year warranty against manufacturing defects. The warranty is in addition to your rights under the Consumer Purchase Act and does not limit them. Normal wear and tear or damage from improper use is not in itself a manufacturing defect; what you can claim is assessed based on the cause and the legally mandated rules.

A simple message about the right of withdrawal

You can copy the text below and send it to iceyard.business@gmail.com. This is a template; you can also formulate the message in your own words or use the standard withdrawal form.

I hereby give notice that I wish to exercise my right of withdrawal for the following purchase:

• Name:
• Order number:
• Item or Mystery Box delivery:
• Ordered date / received date:
• Contact information:

It is sufficient that you clearly state that you wish to withdraw from the purchase. You do not need to justify why.