Returns

At Pan-n-Ice, we strive to provide our customers with the highest quality products and services. However, we understand that there may be occasions when you need to return a product. Please read our returns policy carefully to ensure smooth and efficient processing of your return.

1. Returns Eligibility:

• Products must be returned within 30 days of receipt.
• Items must be unused, undamaged, and in their original packaging.
• Returns will only be accepted for products purchased directly from Pan-n-Ice.
• Once accepted, returns must be received within 14 days of approval.

2. Faulty or Damaged Products:

• If you receive a faulty or damaged product, please contact our customer service team immediately.
• Once received, it may take 2-5 business days for inspection and testing. If not found faulty or damaged, the customer is liable for return costs.
• We will arrange for a replacement or refund, including any applicable shipping costs.

3. Non-Faulty Returns:

• If you wish to return a product for reasons other than faults or damages, a processing fee of 15% will apply.
• This fee covers administrative and restocking costs.
• Customers are responsible for return shipping costs unless the product is faulty or damaged.
• Outbound shipping from the company is non-refundable.

4. Return Procedure:

• To initiate a return, please contact our customer service team at diy@pan-n-ice.co.uk
• Provide your order number, reason for return, and details of the item(s) you wish to return.
• Our customer service team will guide you through the return process and provide you with a return authorisation number (RAN) if applicable.

5. Return Shipping:

• Customers are responsible for return shipping costs unless the product is faulty or damaged.
• We recommend using a trackable shipping method to ensure safe and timely delivery of your return.

6. Refunds:

• Refunds will be processed within 14 days of receiving the returned item(s).
• The refund will be issued to the original payment method used for the purchase.
• Please note that it may take 3-5 business days for the refund to reflect in your account, depending on your bank or payment provider.

7. Exclusions:

• Certain products may not be eligible for returns due to hygiene or safety reasons. Please check the product description for any specific return restrictions.

8. Statutory Rights:

• This returns policy does not affect your statutory rights under UK consumer law.

If you have any questions or concerns regarding our returns policy, please don't hesitate to contact our customer service team. We are here to assist you and ensure your shopping experience with Pan-n-Ice is a positive one.