Customization
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Quick Overview
Return Conditions
How to Return
Refund
Damaged / Wrong Items
Customized Items
Questions?
Returns & Refunds
Your right to return items within 14 days is guaranteed under EU Directive 2011/83/EU. This page covers returns, refunds, and what to do if something arrives damaged.
Quick Overview
- 14 days to return standard non-customized items — explanation and reason required
- Customized items cannot be returned — made exclusively for you
- Return shipping costs are borne by the buyer
- Refunds processed within 14 days of receiving the returned item
Return Conditions
Who Can Return
Consumers — natural persons purchasing for personal needs. Deadline: 14 days from receiving the order.
The Item Must Be
- Unused, in its original condition
- In the original packaging with all accessories
- Without signs of use, washing, or damage
We Do Not Accept Returns Of
- Customized products (UV printing, pad printing, laser engraving)
- Used, damaged, or products without original packaging
How to Initiate a Return
Step 1 — Contact Us
Email support@ice-bucket.eu with your order number and item name. Subject: RETURN – Order #[number]
Step 2 — Receive Instructions
We reply within 1–2 business days with return instructions and shipping address.
Step 3 — Ship the Item
Pack securely and send to: BAR DREAM d.o.o., Tina Ujevića 1, 21276 Vrgorac, Croatia. Return shipping at buyer's cost. We recommend tracked shipping.
Refund
After receiving and inspecting the returned item:
- Method: Same payment method as the original purchase
- Amount: Item price (excluding shipping cost)
- Timeline: Within 14 days of receiving the returned shipment
Damaged or Incorrect Items
If an item arrives damaged, defective, or different from what you ordered:
- Photograph immediately — packaging, item, and damage
- Email support@ice-bucket.eu within 48 hours of delivery
- Subject: DAMAGED ITEM – Order #[number]
We will arrange a replacement or full refund at no cost if the issue is on our side.
Customized Items
Products with UV printing, pad printing, or laser engraving cannot be returned (EU Directive 2011/83/EU, Art. 16(c)).
The only exception is a production error or shipping damage. In that case, we replace or refund at no cost.
Questions?
Email: support@ice-bucket.eu
Hours: Monday – Friday, 09:00 – 17:00