Widerrufsrecht

SUPPORT

Welcome to the new way of making and serving ice cubes.

Even though our products are simple in design and purpose, they introduce a new and innovative way of using ice cubes. We do our best to provide clear instructions through the Quick Guide included in the packaging and through our online introduction videos. Still, you may experience that the product does not seem to work exactly as you expected.

Do not worry - we are here to help.

We believe in clever inventions, great engineering, thorough quality testing and high-quality production. Nevertheless, variations in use, handling and production may occur, and in rare cases a customer may experience unexpected product behaviour or breakage.

This is what you should do:

Step 1
Please watch this short introduction video before contacting us, as we may refer to the steps shown in the video:
https://www.youtube.com/watch?v=oPjBiDEkNzU

Please test your product as explained in the video.

Step 2
If the video does not solve the issue, please contact us at:
support@icebreakernordic.com

Please include:

  1. A description of the issue
  2. Photos of the product or any part you believe to be damaged. If leaking, make sure to picture the crack.
  3. Your order number, name, address, e-mail address and phone number

Please write the information directly in the e-mail. Screenshots are not accepted as order information.

We will get back to you as soon as possible.

RETURNS AND RIGHT OF WITHDRAWAL

If you regret your purchase from icebreakernordic.com, you have the right to withdraw from your purchase within 14 days from the day you, or a person chosen by you, receive the product.

You can exercise your right of withdrawal by using our digital withdrawal function on our website:
https://shopify.com/59258044610/account

Your message must clearly state that you wish to withdraw from your purchase. Please include your order number, name, address, e-mail address and phone number.

If you use the digital withdrawal function on our website, we will automatically send you a confirmation by e-mail without undue delay, including the content of your withdrawal request and the date and time of submission.

You cannot withdraw from your purchase simply by refusing delivery or by failing to collect the parcel without also informing us that you wish to withdraw from the purchase.

Please do not return any products before you have contacted us and received return instructions from our customer support.

If a return is required, the product must be returned no later than 14 days after you have informed us that you wish to withdraw from your purchase. Unless otherwise agreed, you are responsible for arranging and paying the return shipment.

Local return address will be informed upon granting the return.

Goods returned cash on delivery will not be accepted.

You are only liable for any diminished value of the product resulting from handling other than what is necessary to determine the product’s nature, characteristics and functionality. This means that you may inspect the product in the same way as you would normally be able to in a physical shop, but you should not take it into actual use.

If the product has been filled, frozen, used for food or drink, or otherwise handled beyond what is necessary to inspect it, this may result in a reduction of the refund amount. In certain cases, where the product is unsuitable for return due to health or hygiene reasons and the relevant seal or packaging has been broken, the right of withdrawal may be lost.

We will refund the amount using the same payment method that was used for the original transaction, unless expressly agreed otherwise.

The refund will be made without undue delay and no later than 14 days after we have received your notice of withdrawal. We may withhold the refund until we have received the returned product or until you have provided documentation that the product has been returned, unless we have informed you that a physical return is not required.

CANCELLATION BEFORE FULFILMENT

If your order has not yet been fulfilled or shipped, you may request cancellation of the order.

You can request cancellation through our digital withdrawal/cancellation function on the websitehttps://shopify.com/59258044610/account

If the order has already been fulfilled or shipped, the ordinary rules on withdrawal and returns apply.

CLAIMS

According to the Danish Sale of Goods Act, consumers have a 2-year right to complain about defects in products purchased from icebreakernordic.com.

If you believe your product is defective, please contact our customer support as soon as possible at:
support@icebreakernordic.com

Please include:

  1. Your order number
  2. A detailed description of the issue
  3. Photos or video showing the issue, if relevant. If leaking, make sure to picture the crack.
  4. Your name, address, e-mail address and phone number

If your claim is accepted, we may resolve the issue by repair, replacement, a price reduction or a full or partial refund, depending on the specific situation and in accordance with applicable law.

Please do not return any products in connection with a claim before you have contacted us and received instructions from our customer support.

If we ask you to return the product in connection with an accepted claim, we will provide return instructions and local return address. If you return a product before receiving our instructions, you may be responsible for the return costs.

Claims must be submitted to:
support@icebreakernordic.com

ICEBREAKER Nordic ApS
Algade 38, 3
DK-9000 Aalborg
Denmark