Refund policy

We're confident you'll love Zero Ice, so we give you 30 days to actually use it. If it's not for you, send it back for a refund.

Our 30-Day Returns

You can return your order within 30 days of delivery for a refund, even if you've used the product. Frozen it, thrown it in the esky, taken it fishing — doesn't matter. If you're not happy, you can return it.

To be eligible:

• The return must be requested within 30 days of delivery
• You'll need your order number or proof of purchase
• All items from the order must be sent back

To start a return, email us at support@zeroice.co with your order number and the reason for the return. Items sent back without prior approval will not be accepted.

Return shipping is at the customer's expense. We recommend using a tracked service, as we cannot be responsible for return parcels lost in transit.

Discounted, Sale and Bundle Purchases

Orders placed using a discount code or promotional offer, at a sale price, or as part of a bundle or multi-buy offer are not eligible for change-of-mind returns. This does not affect your statutory rights, including your rights below if you are in the UK or EU, or your rights if an item is faulty.

Please note that cooling performance will vary depending on factors outside our control, including cooler type, ambient temperature, frequency of lid opening, and ice-to-contents ratio. We recommend reviewing our usage guidelines before purchase.

Damaged, Defective or Incorrect Items

Please inspect your order on arrival. If your item arrives damaged, is defective, or you've received the wrong item, contact us at support@zeroice.co within 7 days of delivery. In these cases we'll cover return shipping and either replace the item or refund you in full.

Non-Returnable Items

Gift cards cannot be returned or refunded.

Exchanges

We don't process direct exchanges. Return your order and place a new one for the item you want.

Refunds

Once your return arrives back with us, we'll confirm the outcome within 3 business days. Approved refunds go back to your original payment method within 5 to 7 business days. Your bank may take extra time to post the credit.

If your refund hasn't arrived 10 business days after approval, contact us at support@zeroice.co.

Australian Customers

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

UK Customers

If you are in the United Kingdom, you have the right to cancel your order within 14 days of receiving it under the Consumer Contracts Regulations 2013, and a further 14 days to return it, regardless of any discount or sale price. Return shipping for change-of-mind cancellations is at your expense. Your statutory rights under the Consumer Rights Act 2015 are not affected by this policy.

European Union Customers

If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days of receipt for any reason, regardless of any discount or sale price. Return shipping for change-of-mind returns is at your expense.

Contact

For all returns and refund queries: support@zeroice.co