Returns, Refunds & Exchanges Policy
At Ice Cream Van Spares, we accept returns for both defective and non-defective products and offer exchanges. This policy applies to purchases made through icecreamvanspares.co.uk for delivery within the United Kingdom.
1. Our 30-day returns policy
You have 30 calendar days from receiving your order to request a return or exchange. Once you have notified us, please send the goods back within 14 days.
For change-of-mind returns under our voluntary 30-day policy, products must be:
- In new, unused and unfitted condition.
- Free from damage or modifications made after delivery.
- Complete with any accessories, components and instructions supplied.
Please include the original packaging where possible and ensure the goods are securely protected for their return journey.
These condition requirements do not restrict your statutory cancellation rights, including reasonable inspection of an item, or your rights concerning faulty, damaged or incorrectly supplied goods.
2. How to arrange a return
Please contact us through our Contact Us page and provide:
- Your name and order number, or other proof of purchase.
- Details of the item you wish to return.
- Whether you would prefer a refund or an exchange.
- Details of any fault, damage or incorrect item, where applicable.
You do not need to give a reason for a change-of-mind return.
We will provide the appropriate return instructions and postal address. Please contact us before posting your parcel so we can help you return it to the correct location. Our approval is not required to exercise a statutory cancellation right.
Returns must be sent by post or a suitable postal courier. Please package items securely and retain proof of postage. We recommend using a tracked service.
3. Return postage and labels
Change-of-mind returns and exchanges
You are responsible for arranging your return postage, obtaining the return label and paying the return delivery costs. We do not provide prepaid return labels for change-of-mind returns.
Faulty, damaged or incorrectly supplied goods
If an item is faulty, arrives damaged, is not as described or has been supplied incorrectly, we will cover the reasonable cost of returning it.
Please contact us so we can explain the return arrangements. Where you purchase the return label yourself, we will reimburse the reasonable postage cost. Please keep your postage receipt.
4. Faulty, damaged or incorrect items
Please contact us as soon as you discover a problem, explaining what is wrong. Photographs may help us assess the issue where appropriate.
Depending on the circumstances and your legal rights, we will arrange a refund, repair or replacement. Where you are legally entitled to a refund, you do not have to accept an exchange or credit instead.
Our new, unused and unfitted condition requirements do not apply to a valid faulty-goods claim. A fault becoming apparent after installation or use does not, by itself, remove your consumer rights.
The 30-day voluntary returns period does not limit any longer-lasting statutory rights. If a fault becomes apparent after 30 days, please contact us so we can assess the appropriate remedy.
5. Exchanges
We accept exchanges for eligible products, subject to replacement stock being available.
Please tell us which replacement item you require when requesting your exchange. If the replacement costs more, we will confirm the additional amount with you before proceeding. If it costs less, we will refund the difference.
If the requested replacement is unavailable, we will discuss an alternative or arrange a refund for an eligible return.
6. Refunds and restocking fees
We will inspect returned goods and process eligible refunds within five calendar days of receiving them.
Refunds will be issued to the original payment method unless we expressly agree otherwise with you. Your bank or payment provider may take additional time to display the refund in your account.
We do not charge restocking fees.
Where you cancel your entire order using your statutory consumer cancellation rights, we will also refund the cost of our standard delivery service. Any additional amount paid for an upgraded or express delivery service does not have to be refunded.
For statutory cancellations, we will issue the refund without unnecessary delay and no later than 14 days after receiving the returned goods or evidence that you have sent them back, whichever happens first. We will honour any applicable legal deadline that requires a refund sooner than our usual processing timetable.
7. Your statutory consumer rights
If you purchase as a consumer, meaning an individual buying wholly or mainly outside your trade, business or profession, you normally have a legal right to cancel an online purchase without giving a reason.
You can notify us of cancellation within 14 days after the day you receive the goods, then have a further 14 days to send them back.
You may handle goods as reasonably necessary to inspect their nature, characteristics and functioning, as you would in a shop. Where the law allows, we may reduce a cancellation refund to reflect a loss in value caused by handling beyond what is necessary for that inspection. This is separate from a restocking fee, and we will explain any proposed deduction.
Our voluntary 30-day returns policy is offered in addition to your statutory rights. Nothing in this policy limits rights relating to goods that are faulty, not as described or unfit for purpose.
The statutory consumer cancellation rights described above do not automatically apply to purchases made mainly for business purposes. Our voluntary returns policy remains available for eligible UK orders.
8. Contact us
For help with a return, refund or exchange, please use our Contact Us page, quoting your order number where available.