Return & Refund Policy

Thank you for shopping with IcePURE Filters. We truly appreciate your support and are always ready to assist you. Please read this policy carefully before placing your order.
Important Notice: Our warehouse is located in China. International return shipping from the United States back to China is extremely expensive, slow, and often unreliable. We do not require customers to send items back to China for eligible claims. We will resolve valid issues by partial refund, full refund or free reshipment instead.

This policy applies fairly to all customers and is designed to protect both buyers and our store from misuse and fraudulent refund requests.

1. Valid Claim Conditions & Time Limit

We accept claims only for the following genuine issues, submitted within 7 calendar days after delivery:
1. Item arrived damaged, broken, or with factory defect
2. We shipped the wrong filter model or missing parts
3. Package is confirmed lost by the shipping carrier
You must provide clear photo / video evidence: outer shipping box, shipping label, and close‑ups of the defective, wrong or missing product.
Claims without sufficient supporting evidence cannot be approved.

2. Requests That Are NOT Eligible for Refund or Reshipment

These are subjective or buyer‑side reasons and will be denied:
– You ordered the wrong filter model, changed your mind, or no longer need the item
– The filter has been opened, installed, used, or damaged after installation
– Minor cosmetic marks, slight color difference, packaging scuffs that do not affect filtration function
– Delays caused by carrier, weather, customs clearance, or remote surcharge
– You failed to check compatibility before purchase
– Request submitted after the 7‑day window
– Duplicate or repeated refund requests from the same customer on multiple orders without valid proof

3. Our Resolution Options (No Return Needed)

Once your valid claim is verified with complete evidence, you may choose one solution:
– Damaged / defective / wrong item: Full refund OR free reshipment
– Confirmed lost package: Full refund OR free reshipment
– Partial damage / missing accessories: Partial refund proportional to the issue
You keep the item; you do not need to mail it back to China.

4. Refund Processing

Approved refunds will be issued to your original payment method within 5–10 business days after verification. Banks and card issuers may add extra processing time, which is out of our control.
Original outbound shipping cost is non‑refundable, unless the problem is our fault (wrong / defective goods sent by us).

5. Fraud & Abuse of Policy

We carefully review every claim. If we identify refund abuse, false photos, staged damage, serial refund attempts, or chargebacks based on invalid reasons, we reserve the right to reject the claim, block future orders, and submit records to your payment provider for dispute defense.

6. AK, HI, PR & US Territories

Free shipping excludes Alaska, Hawaii, Puerto Rico and other US territories. This return & refund policy applies equally to these locations.
Contact us: info@icepurely.com