Refund policy

Last updated: October 3, 2026

At Icynap, we are committed to providing high-quality products and excellent customer service. We want you to be fully satisfied with your purchase, which is why we offer a 30 Day Money-Back Guarantee. If for any reason you are not happy with your order, please contact us at support@icynap.com.

Your Rights Under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010). You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy is intended to limit, exclude, restrict, or modify any rights or remedies you may have under Australian Consumer Law or any other applicable law that cannot be lawfully excluded or limited.

This policy operates in addition to your statutory rights.

Cancellation Policy

Any changes or cancellations must be made within 1 hour of placing your order. After this timeframe, we may not be able to accommodate your request as your order will already be in processing. If you cancel within 1 hour, we will process your refund within 10 business days.

Returns and Refunds

We first offer a replacement or store credit where appropriate. If you prefer a refund instead, we will honour that request in accordance with the Australian Consumer Law and any other applicable consumer protection laws.

We offer a 30 Day Money-Back Guarantee. You may return your order within 30 days of delivery for a refund, even if the item shows minor signs of use. Excessive wear, misuse, or damage may affect eligibility for a refund under this guarantee (but does not affect your statutory rights).

Minor use means light handling consistent with trying the product. Damage, heavy wear, or pet chewing is not considered minor use.

In some cases, we may offer store credit or a partial refund without requiring the item to be returned. Our support team will confirm this option with you if applicable.

All approved returns must be shipped back to our designated warehouse. Unless the item arrived damaged, defective, or not as described, customers are responsible for the cost of return shipping. Where the product fails to meet a consumer guarantee under Australian Consumer Law, we will bear reasonable return costs.

Customers may also be responsible for any customs duties, taxes, or additional fees associated with returning the item, except where a consumer guarantee applies under Australian Consumer Law.

Returns sent to any address other than the one provided by our support team will not be accepted.

To initiate a return, email support@icynap.com within 30 days of delivery and include your order number and reason for return. All returns must be pre-approved by our team. Please ensure your order number and shipping name are included inside the return package.

Once your return is received, please allow up to 10 business days for inspection. Refunds may take additional time to appear depending on your financial institution. All refunds are issued in the same currency as the original purchase. Customers are responsible for any fees related to foreign currency transactions or exchange rates applied by their bank or payment provider.

Product Concerns

If your item arrives damaged, defective, or not as described, please contact us within 48 hours of delivery at support@icynap.com with clear photos.

If approved, we will provide a replacement at no cost to you. If a replacement is not available, a refund will be issued.

This policy is provided in addition to any rights you have under the Australian Consumer Law and any other applicable consumer protection laws.

Damaged Items

We carefully package all orders to prevent damage during shipping. Damaged packaging such as dented boxes with intact products does not qualify as product damage.

If your product arrives defective or broken, please notify us within 48 hours of delivery at support@icynap.com with clear photos of the damage. If approved, we will provide a replacement at no cost to you. If a replacement is not available, a refund will be issued.

Shipping and Delivery

Icynap is not responsible for shipping delays caused by couriers, customs processing, or other factors outside our control.

Once your package has been handed over to the carrier, responsibility for the shipment transfers to the customer to the extent permitted by Australian Consumer Law. If your package is lost or damaged in transit, please contact both the courier and our support team. We will assist where reasonably possible and in accordance with our obligations under Australian Consumer Law.

Fraud Prevention

We take fraud prevention seriously. All transactions are screened for suspicious activity. If we suspect fraudulent behaviour, we may cancel your order and notify you immediately.

Policy Changes

Icynap reserves the right to update or modify this Refund Policy at any time. Customers are encouraged to review this page before making a purchase. Continued use of our Services constitutes acceptance of the most recent version. Any changes to this policy apply to future purchases only and do not affect your existing statutory rights.

Contact Information

Email: support@icynap.com