Shipping and Returns

Overview

Industrial ice machines are bulky, heavy goods, and shipping them differs from ordinary retail delivery. This page explains how your order is packed, transported and handed over — and what to do if something goes wrong.

The exact shipping arrangements for each order — method, cost and estimated timing — are stated on your quotation before the order is finalised.

Shipping and freight methods

Depending on the size, weight and destination of the order, one of the following is used. In every case the goods are given industrial packaging, and palletised where necessary, before loading.

• Nationwide road freight for heavy and semi-heavy machines, with an official consignment note.
• Delivery by our own fleet for large projects or where unloading needs to be coordinated.
• Post and courier services for spare parts, accessories and light items.
• Ex-works collection for customers who prefer to arrange transport themselves.

Estimated preparation and delivery time

For items held in stock, preparation and loading normally take a few working days after settlement or an agreed payment arrangement. Transit time to the destination depends on the route and the freight company.

Custom machines, or units with a special capacity, enter production once the drawing and specification are approved; their build schedule is stated separately on the quotation or contract.

All stated times are estimates. Public holidays, weather, restrictions on heavy vehicle movement and component supply issues can affect them — we will keep you informed if they do.

Freight cost and responsibility

Unless the quotation states otherwise, freight is payable by the buyer and is usually settled with the carrier at the destination on delivery. Unloading, crane or forklift costs on site are likewise the buyer's responsibility.

We strongly recommend insuring the consignment. With transport insurance, any damage in transit is covered by the insurer. If the buyer declines insurance, responsibility for transit damage rests with the buyer.

Once the goods are handed to the carrier, transit risk passes to the buyer and the freight company in accordance with the consignment note. Even so, we will support you in pursuing any claim and corresponding with the carrier.

Inspection on delivery

Delivery is the single best moment to record any visible problem. Please check the following before signing the carrier's receipt.

• The packaging, pallet and seals are intact.
• There are no dents, deep scratches or deformation of the body.
• The model, quantity and accessories match the consignment note and invoice.
• If you see damage, note it in writing on the carrier's receipt and take photos and video before unloading completely.
• Inform Icy Nicy support at the earliest opportunity, and no later than the period stated on your invoice.

Delivery, installation and commissioning

For machines that need specialist installation, the site must be ready before the technical team travels: a level, load-bearing floor, single- or three-phase power to specification, inlet water and drainage routes, and adequate ventilation.

If the site is not ready, a second visit is chargeable. We send you a pre-installation checklist before shipping.

Returns and cancellation

If you change your mind after receiving the goods, a return is possible within the period stated on your invoice and subject to the conditions below. The return must be registered and approved through support before you do anything else.

• The goods must not have been installed, commissioned or used.
• Original packaging, accessories, manual and warranty card must be complete and undamaged.
• Factory seals and labels must be intact.
• Outbound and return freight for a change-of-mind return is payable by the buyer.
• Customised units, machines built to a bespoke drawing, or non-standard capacities cannot be returned.

Faulty or incorrect goods

If what you receive does not match your order, or develops a technical fault in the first days of use, tell us straight away through support. In that case outbound and return freight is at our expense.

After a technical assessment we will choose the appropriate remedy: on-site repair, replacement of the faulty part, replacement of the whole machine, or a refund.

Transit damage that was not recorded at delivery — where the receipt was signed as sound after unloading — is handled within the carrier's liability.

The refund process

Once a return is approved and the goods reach our warehouse, we check that everything is complete and undamaged. If all is in order, the refund process begins.

• Refunds are made by the same method as the original payment: online payments to the originating card, bank transfers to the buyer's account.
• The receiving account must be in the name of the buyer shown on the invoice.
• After final approval, payment normally reaches you within a few working days, though banking procedures can add a little time.
• For change-of-mind returns, freight costs and any deductions stated on the invoice are subtracted from the refund.
• A corrective or credit invoice is issued in line with tax regulations.

Tracking your order

You can follow the status of your orders in the Orders section of your account. Once the goods are loaded, we send you the consignment note number and carrier details so you can track the shipment.

For any question about shipping schedules or return conditions, our team is ready to help.