🧊 Refund & Returns Policy

The Ice Bath Co.

Overview

At The Ice Bath Co., every product is hand-built to order — crafted with precision, care, and a serious passion for cold water therapy.

Because of the custom nature of what we do, refunds are only offered in exceptional circumstances and at our sole discretion. If there’s an issue, we’ll always do everything we can to help — but cancellations and refunds aren’t guaranteed and are subject to our terms below.

🔧 Order Cancellations (Pre-Delivery)

Every Ice Bath or Sauna we build is made to order — designed around your space, preferences, and wellness journey.

That means from the moment you place an order, we start:

• Sourcing materials
• Allocating time in our production schedule
• Preparing your build

Because of this, we do not accept cancellations or offer refunds once production has begun.

In line with the Consumer Contracts Regulations 2013, custom-built and made-to-order items are exempt from the standard 14-day cancellation period. By placing your order, you confirm your agreement to waive that right.

If you contact us before production begins, we may, at our discretion, be able to make changes or cancel the order — but we can’t guarantee it. Once we’re underway, your unit is locked in.

📦 Post-Delivery Support & Returns (5-Day Policy)

Once your ice bath or sauna is delivered, you have 5 calendar days to report any concerns or faults to us. This is your window to flag anything that doesn’t look right so we can resolve it quickly and professionally.

We do not offer change-of-mind returns. Refunds will only be considered in rare, exceptional cases where the unit is unused, undamaged, and cannot be repaired or replaced.

To be eligible for a return (if approved):

• The Ice Bath must be in perfect condition, unused, and in its original form
• All accessories, manuals, and packaging must be included
• Prior written approval from The Ice Bath Co. is required — returns without authorisation will be refused

🚚 Collection & Costs

If a return is approved:

• We’ll arrange collection of the unit
• Transport, handling, and labour costs may be deducted from your final refund
• Any deductions will be outlined clearly before collection is confirmed

💳 Refund Process

Once your item is returned and inspected:

• We’ll notify you of the outcome by email
• If a refund is approved, it will be issued within 28 working days to your original payment method
• No refunds will be processed until the returned unit has been fully assessed by our team

⚠️ Important Notes

• Refunds are never guaranteed and are only issued in exceptional, approved cases
• Refunds will not be granted for change of mind or customer error
• Custom-built and installed products are non-refundable, except in cases of irreparable fault
• This policy does not affect your statutory rights regarding faulty or misdescribed goods

Need help?
Reach out to our team — we’re always here to support you and ensure your Ice Bath experience is the best it can be.

Contact us at support@theicebath.co for questions related to refunds and returns.