Refund policy

Last updated: 19 October 2026 

This Refund and Returns Policy applies to purchases made through the Polar Ice online store. 

We want you to be satisfied with your purchase. If there is a problem with your order, please contact us at sales@polarice.ie and we will review the matter promptly. 

Nothing in this policy excludes, restricts or affects your statutory rights under Irish consumer law. 

1. Changing Your Mind 

For products that are eligible for return, you may cancel your online purchase within 14 days of receiving the goods, without giving a reason. 

To exercise your right to cancel, you must inform us of your decision before the 14-day cancellation period expires. You may do this by emailing sales@polarice.ie 

Please include: 

After notifying us of your decision to cancel, you must return the eligible goods without undue delay and no later than 14 days from the date on which you notified us. 

The standard 14-day cancellation right does not apply to the products and circumstances described in Section 2 below. 

2. Exceptions for Rapidly Deteriorating Products: Dry Ice 

Dry ice continuously sublimates from a solid into carbon dioxide gas. As a result, its quantity naturally reduces over time, including during storage, transport and after delivery or collection. 

Because dry ice is liable to deteriorate rapidly, the statutory 14-day change-of-mind cancellation right does not apply to purchases of dry ice. 

Please check the following information carefully before placing your order: 

Dry ice cannot be returned for resale after delivery or collection. A refund will not be provided solely because the dry ice has sublimated naturally or because the customer no longer requires the product. 

This section does not affect your statutory rights where dry ice is faulty, not as described, supplied in an incorrect quantity at the point of delivery or collection, damaged due to a matter for which Polar Ice is responsible, or not delivered as agreed. 

3. Party Packs and Bundled Products 

Where a Party Pack or bundle contains dry ice, the dry ice component is subject to Section 2 of this policy. 

Any reusable accessories or other non-perishable products included in the order will be assessed separately under the applicable cancellation and returns rules. 

If you wish to return an eligible non-perishable item from a Party Pack or bundle, please contact us at sales@polarice.ie before sending it back. 

4. ChillSticks, Accessories and Other Eligible Products 

Eligible non-perishable products, including unused accessories, may be returned within the applicable cancellation period. 

You must take reasonable care of the goods while they are in your possession. Eligible products should be returned complete and, where reasonably possible, with their original packaging, instructions and accessories. 

You may inspect a product only to the extent reasonably necessary to establish its nature, characteristics and functioning. We may make an appropriate deduction from the refund where the value of a returned product has been reduced due to handling beyond what was reasonably necessary. 

This does not affect your rights where a product is faulty, damaged, incorrect or not as described. 

5. Faulty, Damaged, Incorrect or Misdescribed Products 

Please contact us as soon as possible if your order: 

 Email sales@polarice.ie and provide: 

Depending on the circumstances and your rights under Irish consumer law, an appropriate remedy may include a repair, replacement, price reduction or refund. 

The exclusions applying to change-of-mind cancellations do not remove or reduce your statutory rights in relation to faulty, damaged, incorrect or misdescribed goods. 

6. Dry Ice Order Issues 

Because dry ice sublimates continuously, please inspect your order as soon as it is delivered or collected. 

If you believe the order was incorrect, damaged or materially different from what was ordered at the time of delivery or collection, please contact us promptly at sales@polarice.ie. 

Where possible, retain: 

 Requests will be assessed based on the circumstances of the order, including the nature of dry ice and the period between delivery or collection and the issue being reported. 

For an eligible change-of-mind cancellation, we will refund: 

If you selected a delivery method that was more expensive than our least expensive standard delivery option, the additional delivery cost will not be refunded. 

We may withhold an eligible change-of-mind refund until: 

Refunds will be processed without undue delay and within the time required by applicable consumer law. 

The Consumer Rights Act 2022 provides that refunds following an eligible cancellation must generally be made within 14 days of notification. It also permits the trader to withhold the refund for a sales contract until the goods have been received back or the consumer supplies evidence that they were returned, whichever occurs first.  

11. Return Costs and Responsibility for Goods 

For an eligible change-of-mind return, you are responsible for the direct cost of returning the goods unless Polar Ice agrees otherwise. 

You must take reasonable care of returnable goods before returning them. You may be responsible for any reduction in value caused by handling beyond what was reasonably necessary to establish the nature, characteristics and functioning of the goods. 

The applicable return obligations, including the 14-day return period, direct return costs and responsibility for diminished value caused by excessive handling, are set out in Section 118 of the Consumer Rights Act 2022.  

12. Business Customers 

Consumer cancellation rights generally apply to individuals purchasing primarily for purposes outside their trade, business, craft or profession. 

If you purchase products on behalf of a company, organisation or as part of your trade or profession, your return or cancellation will be governed by the terms agreed with Polar Ice and any legal rights that apply to the transaction. 

Nothing in this section affects any rights or remedies that cannot legally be excluded. 

13. Statutory Rights 

Nothing in this policy is intended to exclude, restrict or replace your statutory rights.