Return Policy

🛒 Return and Refund Policy – ICE Wristbands

(Compliant with the South African Consumer Protection Act and POPIA)

1. Our Commitment

We value your trust and satisfaction. Every ICE (In Case of Emergency) wristband is produced with care to ensure quality, accuracy, and comfort. This policy explains your rights and our procedures regarding returns, refunds, and the handling of personal information.

2. Eligibility for Returns

Returns or exchanges will be accepted under the following conditions:

The wristband is unused, unworn, and in its original packaging.
The return request is submitted within 14 days of receiving your order.
A valid proof of purchase (invoice, receipt, or order confirmation) is provided.

3. Non-Returnable and Non-Refundable Items

Due to the customised and personal nature of ICE wristbands, certain items cannot be returned or refunded:

Wristbands that have been programmed, engraved or personalised with names, medical details, or emergency contact information.
Wristbands showing signs of wear, use, or alteration not caused by a manufacturing fault.
Returns requested after 14 days of delivery.

⚠️ Personalised items are manufactured specifically for each customer and therefore are exempt from the standard right of return under the Consumer Protection Act (Section 20(3)(a)).

4. Defective or Incorrect Items

If your wristband is defective, damaged, or not as ordered, you are entitled to a replacement or refund as per the Consumer Protection Act.

Notify us within 7 days of receiving the item.
Provide your order number and clear photos showing the issue.
Once verified, we will arrange a replacement or full refund at no additional cost to you.

5. Return Procedure

Contact our Customer Service team to request a return authorisation.
Once approved, you will receive the return address and instructions.
Ensure the wristband is securely packaged.
Return shipping costs are the responsibility of the customer, unless the product is faulty or incorrect.

6. Refunds

Refunds will only be processed once the returned item is received and inspected.
Approved refunds will be made to your original method of payment within 7–10 business days.
Shipping or delivery costs are non-refundable, except in cases of confirmed defect or error.

7. Privacy and Personal Information (POPIA Compliance)

As part of our service, we may collect personal details (e.g. name, emergency contact, or medical information) for engraving or record purposes.
We are fully compliant with the Protection of Personal Information Act (Act 4 of 2013), and your data will be:

Used only for the purpose of creating and fulfilling your ICE wristband order.
Stored securely and not shared with third parties except where required by law.
Deleted or anonymised upon request once your order is complete.

You may request access, correction, or deletion of your personal data by contacting us in writing at returns@eccf.co.za .

8. Contact Information

For any returns, defects, or data-related queries, please contact:
📧 Email: returns@eccf.co.za
📞 Phone: +27 64 514 4187

🏢 Returns Address: To be confirmed once return is accepted