Refund policy
30-Day Return Window
You have 30 days from the date you receive your item to request a return.
Eligibility
To be eligible, the item must be in the same condition as received: unused, uninstalled, with all accessories, tags, and in the original packaging. Proof of purchase is required.
How to Start a Return (RMA required)
Email info@eternalicebath.com with your order number, reason for return, and photos (if applicable). We will issue return instructions and an RMA.
Items sent to us without an approved RMA will be refused.
Return Address (RMA label address only)
Eternal Ice Bath (EIB Inc.)
300A Avenue du Maréchal, Lévis, QC G6C 1T8, Canada
Shipping & Freight Terms
A) Change-of-Mind / Non-Defective Returns (within 30 days)
Customer arranges and pays for return shipping and is responsible for any transit risks.
Freight carriers may not service residential pickup; you are responsible for arranging a terminal drop-off or a suitable pickup from a commercial location.
Once inspected and approved, we’ll refund the product price to your original payment method (see Refunds below). Shipping charges are non-refundable.
B) Defective / Wrong Item / Damage on Arrival (warranty-related)
Contact us immediately at info@eternalicebath.com with photos and details.
Customer arranges and pays for return shipping and is responsible for any transit risks.
Freight carriers may not service residential pickup; you are responsible for arranging a terminal drop-off or a suitable pickup from a commercial location.
If, after inspection, EIB determines the product is defective under our warranty, EIB will reimburse documented return shipping costs, including our outbound shipment back to you, up to a combined maximum of CAD $250.
Any transportation costs above CAD $250 remain your responsibility. However, EIB reserves the right, in its sole discretion, to cover shipping costs exceeding CAD $250 in exceptional cases where such costs are deemed reasonable and necessary to exercise warranty rights under applicable consumer protection laws.
Damages & Issues on Delivery
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item, so we can evaluate and make it right.
Exceptions / Non-Returnable Items
Custom or special-order products, personalized items.
Consumables (e.g., filters) if opened/used.
Final-sale / clearance items and gift cards.
If you’re unsure about your item’s eligibility, contact us before initiating a return.
Exchanges
The fastest way to get the item you want is to return the item you have (per the applicable category above). Once accepted, place a new order.
European Union – 14-Day Cooling-Off
If goods are shipped into the EU, consumers may cancel or return an order within 14 days for any reason. Items must be in the same condition as received, unused, with tags and original packaging, with proof of purchase.
Refunds
We’ll notify you once we receive and inspect your return and confirm approval. If approved, a refund will be issued to your original payment method within 10 business days. Your bank/issuer may require additional time to post the refund.
If more than 15 business days have passed since approval, contact info@eternalicebath.com