Delivery & Returns

UK Consumer Rights

In addition to our returns policy, UK customers have statutory rights under the Consumer Rights Act 2015. You have the right to cancel your order within 14 days of receiving your goods without giving any reason (cooling-off period). This statutory right is in addition to our 30-day returns policy.

International Customers - Tax and Duty Information

IMPORTANT: For non-UK purchasers having delivery to non-UK territories, you will be liable for customs and duty charges payable to your local tax authority. These charges are not refundable by us in case you return any goods.

You will not be charged UK VAT (20%) on your order, but you are liable for tax on shipping as this is a local service.

UK purchasers receive VAT-inclusive pricing and will not pay additional customs duties.

General Returns Policy

Spring Ice Ltd T/A Onebelowzero offers a flexible returns policy. We will happily refund or exchange any item purchased from our online store within 30 days of delivery if:

• Items don't fit
• You've ordered the wrong item
• Items are damaged or faulty upon receipt
• You simply don't like what you've ordered

Return Conditions

For all returns, goods must be:

• Returned within 30 days of delivery date (the day your goods were signed for)
• Unused and in saleable condition
• In original packaging with all labels still attached
• Accompanied by your order number or delivery note
• Not worn outside or longer than necessary to try them on

Return Shipping Costs

Customer Responsibility for Return Shipping:

• Change of mind ("don't like" items)
• Wrong size ordered
• Unwanted items
• Return Method: By mail - customer arranges and pays for return shipping

We Pay Return Shipping For:

• Faulty items
• Damaged items upon delivery
• Wrong items sent by us
• Refund: We refund equivalent of 1st Class Royal Mail or Standard Parcels for larger items

How to Return Items

Step-by-Step Return Process:

1. Contact us using our contact form within 30 days of delivery
2. Include in your message:
   • Your order number
   • Which items you're returning
   • Reason for return
   • Whether you want a refund or exchange
3. Package items securely in original packaging with labels attached
4. Include a copy of your order confirmation or delivery note
5. Send to our returns address (provided below)
6. Keep your postage receipt (required for shipping cost refunds on faulty items)

Returns Address:

Spring Ice Ltd (Returns)
J S Highfield Ltd
Unit 15, Learoyd Road
Hemswell Business Park
Hemswell
Lincolnshire
DN21 5TJ
United Kingdom

Important: Do not attempt to hand-deliver returns. We have no customer service facilities at our offices.

Refund Processing

• Refunds are processed within 2 business days of receiving your return
• Refunds appear on your payment method within 5 days
• Refunds are issued to the original payment method used
• No restocking fees apply

Specific Return Scenarios

Faulty, Damaged, or Broken Items

All goods are covered by full warranty against manufacturing faults and defects (does not cover damage from crashes, abuse, or general wear and tear).

• Contact us before sending items back
• We pay return shipping costs
• Items must be returned within 30 days of delivery
• Include postage receipt for shipping cost refund

Wrong Items Sent by Us

If we send you an incorrect item:

• We pay return shipping costs
• Contact us immediately
• Return within 30 days of delivery
• Items must be unused in original packaging
• Include postage receipt for full refund of 1st Class or Standard Parcel costs

Exchanges

For fastest service, place a new order for your replacement item and return the unwanted item for refund.

Traditional exchanges available - contact us first to check availability of replacement items.

Fast Track Return Option

For urgent replacements:

• Place a new order for replacement item
• Return original item within 21 days
• Contact us within 7 days of receiving original item
• Full refund processed when original item received
• Available for unwanted items only (not faulty items)

Recommended Shipping Methods

We strongly recommend using tracked services for all returns:

• Royal Mail Tracked 48/24
• Royal Mail Special Delivery
• Parcelforce services

We cannot insure goods returned to us, so use tracking to protect yourself against loss.

Contact Information

For all returns enquiries, use our contact form or email us. Processing returns enquiries may take up to 2 business days.

This returns policy complies with UK Consumer Rights Act 2015 and EU Consumer Rights Directive where applicable. Your statutory consumer rights are not affected by this returns policy.