Refunds & Returns Policy

(Last updated: 4/27/2024)

Free 30-Day Return Guarantee

At Halrove, we are committed to your satisfaction. That’s why we provide a 30-day free return policy for all purchases. This guarantee ensures that you can return any product within 30 days of receipt, provided it remains in its original, unused condition.

We offer a 30-day money-back guarantee on all orders returned in their original condition. Our returns inspection team have the right to reject/approve of returns at their own discretion. We suggest confirming the standard of the tub with our customer service agents, who will confirm whether your tub qualifies for a return prior to being sent.

Return Process:

1.         Contact Us: Start the process by emailing us with details of the issue and your order number.

2.         Approval: Wait for our team to contact you with approval for the return based on compliance with our policies.

3.         Shipping: Upon approval, ship the item back to us in its original packaging. The customer is responsible for shipping costs unless the return is due to a defect or incorrect item shipped.

4.         Refund/Exchange: Once we receive and inspect the return, we will process your refund or exchange promptly if the return is approved.

Eligibility for Returns:

To qualify for a return, please review the following conditions:

1.         Condition of Item: The item must be unused, undamaged, and returned in its original packaging.

2.         Purchase Origin: We accept returns only for products purchased directly from our website or store. Items bought through third-party retailers must adhere to the return policies of those respective sellers.

3.         Product Type: Personalized or custom-made items are generally not eligible for return. Exceptions are made only in cases of manufacturing defects or damages incurred during shipping.

4.         Specific Product Restrictions: For health and safety reasons, Ice Tubs that have been filled with water or otherwise used are not eligible for return. We recommend inspecting all parts and materials upon unboxing—before any use. Assemble the product, check for any defects, and ensure it meets your expectations by sitting in it if applicable.

5.         Initiating a Return: Should you wish to initiate a return, please contact us via email at service@halrove.com. Include clear photographic or video evidence of any defects to facilitate the process. We are committed to ensuring a fair resolution and will offer a direct exchange when applicable.

Additional Information:

1.         Time Frame: Refunds or exchanges will be processed within 7-10 business days after the receipt of the returned item.

2.         Shipping Costs: Return shipping costs are the responsibility of the customer unless the item is defective or the incorrect item was sent. In such cases, we will cover the return shipping costs.

Initiation of Return:

If you still want to return your Ice Tub, please reach out to our customer service at service@ halrove.com we will begin the returns process. Please include the following information:

1.         Order Number

2.         First and last name

3.         Email address

4.         Phone number

5.         Reason for return

6.         Photo(s) of defect/issue

We will provide you with the return mailing address and instructions if your return request is approved. The shipping cost will be paid by the customer. We do not offer free returns.

Return Shipping and Packaging:

Customers are responsible for return shipping costs, except in cases of manufacturing defects or errors on our part. To ensure safety during transit, we advise using the original packaging. Please include the RA (Return Authorization) number on the outside of the package, which can be obtained from our customer support team.

Inspection and Refund Process:

Upon receipt of the returned item, it will undergo inspection. If the item meets our return criteria, a refund will be issued to the original payment method within 7-10 business days. If the item does not meet the criteria, we reserve the right to refuse the return and deny a refund. We will contact you to discuss further options if this occurs.

Refund Amount:

Refunds will cover the original purchase price but exclude shipping costs, discounts, or promotional amounts. Returns are accepted within 30 days of delivery, subject to a 10% restocking fee which covers return shipping, cleaning (if required), and repackaging. Items must be in original condition and packaging for acceptance. Returns not meeting these conditions will be rejected.

Exceptions:

Returns and refunds are not available for items damaged through misuse, neglect, or improper handling. Non-refundable items include gift cards and perishable or intimate products.

Refunds Notification:

You will be notified upon the receipt and inspection of your return. If the refund is approved, it will be processed within 7-10 business days. Please note that the processing time for your bank or credit card company to post the refund may vary. If you haven't received your refund after 15 business days of approval, please contact us at service@ halrove.com. Only regular priced items may be refunded; sale items are non-refundable. We do not cover duties or import charges for international shipments; refer to our Shipping Policy for more details.

European Union Consumer Rights:

Customers within the European Union have the right to cancel their order within 14 days of receipt, without needing a reason. Items must be in original condition, unused, with tags, and in their original packaging. Proof of purchase is required for returns.

Exchanges:

Exchanges are permitted for defective items to ensure customer satisfaction. Please report any defects to service@halrove.com, and we will address the issue promptly.

Damages and Issues:

Inspect your item upon delivery and contact us immediately at service@halrove.com if you find any defects or damages. Replacement requests for defects or damages must be submitted within 7 days of the package received date. Claims made after this period are considered wear and tear. We reserve the right to refuse replacement for any damage deemed to be caused by misuse or intentional damage.

Policy Updates and Final Terms:

We reserve the right to update or modify our Return and Refund Policy at any time without prior notice. Any changes will be effective immediately upon posting the revised policy on our website. We encourage you to review our Return and Refund Policy periodically to stay informed of any updates. Your continued use of our services after any changes to the policy will constitute your acceptance of such changes.

This Return and Refund Policy is the final statement of the terms and conditions governing returns and refunds. It supersedes any previous versions. Final interpretation of this policy is at the sole discretion of Halrove.