Refund policy

Refund & Returns Policy – IcePro
This Refund & Returns Policy applies only to products purchased directly via the IcePro range through Frozen Brothers Limited (“FB”). It does not apply to equipment supplied under separate commercial or lease agreements.
This policy should be read in conjunction with the IcePro Terms and Conditions of Sale.

1. Returns Eligibility
Returns may be accepted at FB’s discretion where:
•    The return request is made within 14 days of delivery
•    The product is unused, uninstalled, and in its original packaging
•    The product is in a fully resalable condition
Due to the nature of commercial equipment, installed or used machines are not eligible for return unless confirmed to be faulty.

2. Non-Returnable Items
The following items are not eligible for return:
•    Equipment supplied under lease, loan or commercial agreements
•    Installed or used machinery (unless faulty)
•    Opened or used consumables (including syrups)
•    Custom-built, made-to-order, or pre-order equipment once production or allocation has commenced

3. Pre-Order Equipment
Pre-order equipment is allocated or built specifically for the Customer.
•    Orders may not be cancelled once production, allocation, or dispatch preparation has begun
•    Delivery timeframes are estimates only and not guaranteed

4. Faulty or Damaged Goods
If goods are received damaged or develop a fault:
•    Transit damage must be reported within 48 hours of delivery
•    Faults must be reported as soon as reasonably possible
FB reserves the right to request supporting evidence (including photographs, videos or return of components) before approving any claim.
Where a fault is confirmed, FB may, at its discretion:
•    Repair
•    Replace
•    Provide a refund or credit

5. Returns Process
To request a return:
1.    Contact FB at [insert email]
2.    Provide your order number and reason for return
3.    Await confirmation and return instructions
Returns sent without prior written approval from FB may not be accepted.
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6. Refunds
Once returned goods have been received and inspected:
•    Approved refunds will be processed within 5–10 business days
•    Refunds will be issued using the original payment method
•    Original delivery charges are non-refundable, unless the item is faulty
FB reserves the right to deduct reasonable costs relating to handling, inspection, repackaging, or return logistics.

7. Return Shipping
•    Customers are responsible for return shipping costs unless the goods are confirmed faulty
•    Returns should be sent using a tracked and insured service
•    FB is not responsible for items lost or damaged in return transit

8. Right to Refuse Returns
FB reserves the right to refuse any return where:
•    The goods do not meet the return conditions outlined above
•    The goods have been used, installed, damaged, or altered
•    The goods are not returned in a resalable condition
•    The return request falls outside the permitted timeframe

9. Business Customers
All purchases are considered business-to-business (B2B) transactions.
Statutory consumer rights, including cooling-off periods, may not apply.

10. Contact
For all return enquiries:
[Insert support email]