Refund Policy
We always want to make sure that you, the customer, are satisfied with our service and product.
If you have any questions, concerns or issues regarding a purchase you have made we would be happy to resolve these as quickly as possible. You can get in touch with us via email : please complete the contact form and/or if you prefer to talk over the phone our direct line is +44 203 5764079 during working hours – Monday to Friday, 9am till 5pm.
Below we have explained briefly our refund policies and the types of refunds that can take place. You can find more details in our Terms of SALE (Terms of Condition)
Order Cancelation
From the moment you order you have 7 days to change your mind and receive a full refund back to the same method that you used to pay.
If you wish to cancel your order after the cooling-off period (7days) , we can refund you back only 70% of the amount paid for the bespoke product and any of the coolers this applies from day 8 till day 27.
After day 28 from you placing your order you will be refunded 50% of the order amount.
Order Returns
If not satisfied with the product you have received, you have 14 days to request a return.
As our Ice baths are bespoke and made specifically for you, upon arranged return we would uninstall and collect within 14 days of the return request and agreement do so.
If an Emperor Ice Bath team member comes to collect the product/s a full inspection will be carried out to ensure that the product is not damaged. Photos and videos will be taken as well during the process to insure that no damage was done to the product while removing it from your facility/ property. This means that if the bath gets damaged in transit by the Emperor team from your property to Emperor HQ we will not deduct any funds from your refund. After this process is complete we will issue a refund of 70% of the amount you have paid within 2-5 working days from the moment the bath has been collected from your property.
If the customer needs to arrange their own return of the products to the Emperor Ice Bath HQ, They need to do their videos and photographs to send to hello@emperoricebath.com along with their claim for return. This is done to show the condition of the bath and chiller. They may be asked to provide more photos or to make a video of the chiller and the bath in working order. Then if the courier used by the customer damages or loses the goods, this will then result in us not being able to process the 70% of the refund or if it can be fixed, then that cost will be deducted from the refund.
A full inspection will be carried out of the Emperor Ice Bath Chillers upon arrival at your facility/property if you have one to return. This will be to make sure it is working as it should (without damage) a refund of 70% of the amount paid for it will be returned back to you .
A refund will then be issued within 2-5 working days upon receipt of return.
Note: the delivery fee will not be refunded back if a customer has changed his mind and wants to return the product.
For more information or any questions please do not hesitate to contact us by email on hello@emperoricebath.com or telephone +44 203 5764079.
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