Refund policy
Return window: We accept returns within 14 days of delivery for a full refund to your original payment method.
Condition requirements: Items must be unworn, unwashed, and in original condition with all tags attached. Trying an item on to check fit is completely fine — we just ask that it comes back showing no signs of actual wear (deodorant marks, odor, stretching, dirt, etc.) or alteration. Please handle garments carefully when trying them on — items returned with a stretched, misshapen, or altered neckline/collar are not eligible for return, as this indicates wear beyond simple trying-on. Items that show signs of wear, alteration, or damage not caused by us will not be eligible for a refund.
Final sale items: Because Splash Ice releases limited-quantity capsule drops, select pieces may be marked as Final Sale on product pages/at checkout. Final Sale items are not eligible for return or exchange — this will always be clearly noted on the product page before you buy.
How to start a return: Email us at support@splashice.com with your order number and the item(s) you'd like to return. We'll send you return instructions within 1–2 business days.
Return shipping: Customers are responsible for return shipping costs unless the item arrived defective or incorrect, in which case we'll cover it. To qualify for free return shipping on a defective or incorrect item, photos showing the issue must be taken and sent to us on the day of delivery, with a visible timestamp. Claims submitted after this window may not qualify for free return shipping.
Refund processing: Once we receive and inspect your return, we'll process your refund within 5–7 business days. You'll be notified by email once it's issued. Original shipping charges are non-refundable except in cases of our error.
Exchanges: We currently process exchanges as a return + new order, since our capsule drops are limited-run and sizes may sell out. Reach out soon as possible and we'll do our best to hold your size while your return is in transit.
Damaged or incorrect items: If your order arrives damaged or you received the wrong item, contact us within 7 days of delivery with photos, and we'll make it right at no cost to you — replacement or full refund, your choice.
Order cancellations: You can cancel your order for a full refund within 24 hours of purchase, as long as it hasn't already entered processing or production. Because many of our pieces — especially first-run capsule items — go into production shortly after ordering, we can't guarantee cancellations requested after this window, since materials and production may already be committed. If you need to cancel, email us as soon as possible at support@splashice.com and we'll let you know right away whether your order still qualifies.