Arctic Edge | Return & Refund Policy
Return & Refund Policy
Effective Date: August 2024
At Arctic Edge, each ice bath is individually handcrafted and produced to order. Due to the bespoke nature, size, value and manufacturing process of our products, all orders are final and we do not offer returns, exchanges or refunds for change of mind.
This policy does not affect any rights a customer may have under applicable consumer protection laws in relation to defective, damaged or incorrectly supplied products.
1. Returns & Exchanges
Arctic Edge products are handcrafted and produced specifically for each confirmed order. Once an order has been confirmed and payment has been received, the order enters our production process.
For this reason, we do not accept returns or exchanges where:
- A customer changes their mind after placing an order.
- The product is no longer required.
- The customer wishes to exchange the product for another model, finish or specification.
- The product does not fit within the intended installation area where dimensions or access requirements were provided or available prior to purchase.
- The product has been installed, filled with water, connected to power or used.
We strongly recommend that all product dimensions, access requirements, electrical requirements and intended installation locations are checked before confirming an order.
2. Bespoke & Custom Orders
Products manufactured with bespoke dimensions, materials, finishes, branding, electrical specifications or other custom requirements are made specifically for the customer and are non-returnable and non-refundable.
Once production has commenced, changes to an order may not be possible. Where a requested change can be accommodated, additional costs and changes to the estimated delivery schedule may apply.
3. Damaged, Defective or Incorrectly Supplied Products
Every Arctic Edge product undergoes quality checks before dispatch.
If a product arrives damaged, defective or materially different from the confirmed order specification, please contact us within 48 hours of delivery.
Please provide:
1. Your order or invoice number.
2. A description of the issue.
3. Clear photographs and/or videos showing the issue.
4. Photographs of the external packaging where transit damage is suspected.
Our team will assess the issue and determine the appropriate resolution. Depending on the circumstances, this may include repair, replacement of the affected component, replacement of the product, or another remedy required under applicable law.
Please do not arrange repairs, modifications or return transportation without prior written authorisation from Arctic Edge.
4. Shipping & Delivery Damage
Customers should inspect the product and its packaging as soon as reasonably possible following delivery.
Any visible damage caused during transportation should be reported to Arctic Edge within 48 hours of delivery, together with supporting photographs or videos.
Where damage has been verified as occurring during transportation arranged by Arctic Edge, we will work with the customer and the relevant logistics provider to resolve the matter.
Where transportation, collection or onward delivery has been independently arranged by the customer or a third party appointed by the customer, Arctic Edge cannot accept responsibility for damage occurring after the product has been handed over to that party, except where otherwise required by applicable law.
5. Order Cancellation
Because our products are handcrafted and production resources are allocated following order confirmation, orders cannot ordinarily be cancelled once production has commenced.
Any request to cancel an order must be submitted in writing to Arctic Edge. Where production, procurement or customisation has already commenced, payments made may be non-refundable to the extent permitted by applicable law.
6. Refunds
Arctic Edge does not provide refunds for change of mind or where a customer decides they no longer require the product.
Where Arctic Edge determines that a refund is required due to a verified defect, incorrect supply, or where otherwise required by applicable law, the refund will be processed to the original payment method.
Processing times may vary depending on the customer's bank or payment provider.
Shipping, installation, customs, duties and other associated charges are non-refundable except where the refund arises from an error by Arctic Edge or where otherwise required by applicable law.
7. Warranty & Mandatory Operating Requirements
Issues arising after installation or use may be covered under the applicable Arctic Edge Product Warranty, subject to the product being installed, operated and maintained in accordance with the Arctic Edge Standard Operating Procedure (SOP).
To maintain a valid warranty, the following operating requirements are **mandatory**:
- The ice bath must be connected to a stable Wi-Fi network and remain connected to enable the required operating controls and monitoring.
- The ice bath must be set up on the required automatic timer schedule.
- The complete ice bath system, including the cooling and filtration system, must be switched off for a minimum continuous period of 8 hours every 24 hours, typically overnight.
- All cleaning, filtration, water treatment and general maintenance requirements detailed within the Arctic Edge SOP must be followed.
Failure to follow the Arctic Edge SOP, including failure to connect the ice bath to Wi-Fi or failure to operate the required timer providing a minimum of 8 continuous hours switched off every 24 hours, will void the product warranty.
The system is not designed or warranted to operate continuously 24 hours per day.
The customer is responsible for ensuring these operating requirements remain in place following installation and handover.
Normal wear and tear, accidental damage, misuse, unauthorised modifications, incorrect installation, failure to follow the prescribed maintenance schedule, or damage resulting from operation outside the Arctic Edge SOP is not covered under warranty.
8. How to Report an Issue
For any issue relating to your order, please contact:
Email: info@arcticedge.me
Phone / WhatsApp: +971 58 553 0089
Please include:
1. Your order or invoice number.
2. A description of the issue.
3. Relevant photographs and/or videos.
4. Any additional information reasonably requested by our team to assess the issue.
Our team will review the information provided and advise you on the appropriate next steps.
9. Policy Changes
Arctic Edge reserves the right to update or modify this Return & Refund Policy from time to time. Any changes will be published on our website with the revised effective date.
Changes will not retrospectively reduce any statutory rights applicable to an order already placed.
10. Contact Us
Arctic Edge
Beach Vista Tower 1
Emaar Beachfront
Dubai, United Arab Emirates
Email: info@arcticedge.me
Phone / WhatsApp: +971 58 553 0089
