Refund policy

We want you to be happy with your Iceepak products. Please read this policy before ordering.

Change of mind

Because our products come into contact with food, skin and medical supplies, health, hygiene and food-safety practices mean we cannot accept returns, exchanges or refunds for change of mind, including choosing the wrong size, colour or quantity. Please choose carefully, and call us on 1300 559 568 before ordering if you are unsure which product or size suits your needs.

Faulty, damaged or incorrect items

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If an item arrives damaged, is faulty, or is not what you ordered, contact us within 7 days of delivery at admin@iceepak.com.au or on 1300 559 568 with your order number and photos of the item and packaging. We will arrange a repair, replacement or refund as required by law, and cover reasonable return freight for confirmed faults.

Damaged in transit

Please check your delivery on arrival. Report any transit damage to us within 48 hours so we can lodge a claim with the carrier.

Custom and made-to-order items

Custom sizes, branded items and made-to-order products cannot be cancelled or returned once production has started, except where required by the Australian Consumer Law.