Refund policy
Refund & Returns Policy IceRays UV Cooling Sun Sleeves & Accessories — icerays.com.au & iceraysunsleeves.com
Your satisfaction matters to us. At IceRays, we stand behind the quality of our ARPANSA-certified UPF 50+ cooling sun sleeves and accessories. This policy outlines your rights when returning or exchanging products purchased through our online store. Your rights under the Australian Consumer Law are not affected by this policy.
Your Rights Under Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits, excludes or modifies your rights under the Australian Consumer Law or any other applicable consumer protection legislation. If there is any inconsistency between this policy and your statutory rights, your statutory rights prevail.
30-Day Change of Mind Returns
In addition to your statutory rights, we offer a 30-day change of mind return policy. This means you have 30 days from the date you receive your IceRays order to request a return, even if there is nothing wrong with the product.
Conditions for Change of Mind Returns
To be eligible for a change of mind return, your IceRays UV cooling arm sleeves or accessories must be:
— In the same condition as received: unworn, unused and free from marks, stains or odours — With all original tags and labels attached — In original packaging — Accompanied by your proof of purchase (order confirmation email, receipt or transaction record)
For change of mind returns, the customer is responsible for return shipping costs. We recommend using a tracked postal service, as we cannot be responsible for items lost in transit.
Faulty, Damaged or Incorrectly Supplied Products
Please inspect your IceRays order as soon as it arrives. If your UV cooling sun sleeves or accessories are faulty, damaged during shipping, or differ from what you ordered, contact us straight away so we can evaluate the issue and make it right.
Where a product fails to meet a consumer guarantee, you are entitled to a remedy. For major failures, you may choose between a full refund or a replacement of the same product. For minor failures, we may choose to repair or replace the item at no cost to you. If a product is found to be faulty, we will cover reasonable return shipping costs.
What counts as a major failure? A product has a major failure if it is significantly different from its description, is substantially unfit for its normal purpose, is unsafe, or has a defect that a reasonable consumer would not have purchased the product if they had known about it.
How to Start a Return or Make a Claim
To initiate a return, exchange, or warranty claim for your IceRays products, please follow these steps:
- Contact us first — Email us at enquiries@icerays.com.au with your order number, a description of the issue and, where applicable, photos of any damage or defects.
- Wait for confirmation — Our team will review your request and, if approved, provide you with return instructions and the shipping address for your return.
- Send the item back — Package your IceRays product securely and post it using a tracked delivery service. Please do not send items back without first receiving return approval, as unapproved returns may not be accepted.
Please note: Items sent back to us without prior return approval will not be accepted. Always contact us first to arrange your return.
Exchanges
If you'd like to swap your IceRays UV cooling arm sleeves for a different colour or product, simply email us at enquiries@icerays.com.au with your order number and let us know what you'd like instead. We aim to respond within 1–2 business days. Once your exchange is approved, we'll provide you with return instructions. When we receive your returned item, we'll ship out your replacement as quickly as possible. If there is a price difference, we will arrange payment or a partial refund accordingly.
Refund Processing
Once we receive and inspect your returned IceRays product, we will notify you by email whether your refund has been approved. Approved refunds are processed as follows:
— Refunds are issued to your original payment method (credit card, debit card or PayPal) — Please allow up to 10 business days for the refund to appear in your account after approval — Your bank or payment provider may take additional time to process and post the refund
If more than 15 business days have passed since we approved your return and you still haven't received your refund, please contact us at enquiries@icerays.com.au and we'll look into it for you.
Sale Items
Products purchased at a reduced or promotional price are covered by the same consumer guarantee rights as full-price items. If a sale item is faulty, damaged or not as described, you are entitled to the same remedies outlined above. Change of mind returns on sale items are at our discretion.
Gift Cards
IceRays gift cards are non-refundable and cannot be returned for cash, except where required by law.
International Orders
United States Orders
Customers who have purchased IceRays UV cooling sun sleeves from our US store are covered by the same 30-day change of mind return policy. Please note that return shipping from the US is the responsibility of the customer. Contact us at enquiries@icerays.com.au for return instructions specific to US orders.
European Union — 14-Day Cooling-Off Period
If your IceRays order is being shipped to a destination within the European Union, you have the right to cancel or return your order within 14 days of receiving the goods, for any reason and without providing justification, in accordance with the EU Consumer Rights Directive. The item must be in the same condition as received — unworn, unused, with tags attached and in its original packaging. Proof of purchase is required.
Products Not Eligible for Change of Mind Returns
While your consumer guarantee rights always apply to faulty goods, the following items are not eligible for change of mind returns:
— Custom or personalised orders — Gift cards — Products that have been worn, washed, altered or damaged by the customer — Items returned without proof of purchase
Care & Product Longevity
To get the best performance and longest life from your IceRays UV cooling arm sleeves, we recommend hand washing in cool water with a mild soap and drying flat in the shade. Machine washing may reduce the lifespan of the product and is not covered under warranty claims. For detailed care instructions, please refer to the product label or our FAQ page.
Contact Us
Have a question about returns, refunds or your IceRays order? We're here to help.
Email: enquiries@icerays.com.au Website: icerays.com.au | iceraysunsleeves.com
We aim to respond to all enquiries within 1–2 business days.
Last updated: February 2026 | This policy applies to purchases made through icerays.com.au and iceraysunsleeves.com. IceRays reserves the right to update this policy at any time. Changes will be posted on this page.