Return and Exchange Policy

At Golden Ice, we are committed to providing you with a smooth and reliable shopping experience. We carefully select the best shipping companies to ensure your order reaches you safely and in the shortest possible time.

Please make sure to open and inspect your product immediately upon delivery to confirm it is in perfect condition and free of any defects. If you face any issue, please contact Golden Ice customer service immediately and send photos of the shipment via WhatsApp for quick assistance.

Product Return and Exchange Conditions

To be eligible for a return or exchange, the product must be received in its original condition, including the box and all accessories, without use or testing.

Exchange Policy:

  • Customers may exchange a product within 7 days of purchase during regular periods, or within 3 days during sales promotions.
  • The customer bears the shipping cost to and from the company.

Return Policy:

  • Products may be returned within 3 days during regular periods or 1 day during sales promotions.
  • The customer bears the shipping cost to and from the company, plus a 15% administrative and storage fee.
  • If the product or box has been opened, a 30% deduction will apply.
  • If an order is reserved with a deposit or full payment and not collected within 5 days, the company reserves the right to deduct 30% of the invoice value upon refund.

Exceptions:

  • No returns or exchanges for custom-made products or items with special sizes or stainless steel fabrication.
  • No returns for food-related products.

Refund Policy

After receiving and inspecting the returned product, refunds will be processed as follows:

  • Visa or MasterCard payments: within 7–14 business days.
  • Bank transfer payments: within 7 business days.
  • Cash payments: refunds can be collected at one of our branches within 1–3 business days.

Important Note: If a product is returned or exchanged after opening or damaging the box, a 30% deduction from the product’s value will apply.

At Golden Ice, we always strive to deliver high-quality products that meet your expectations and support your business success.