Refund policy

Return Policy

We have a 30‑day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition in which it was received, in its original packaging. Sprayers showing signs of tampering are non‑returnable. Luvsoak reserves the right to determine whether products have been opened or tampered with. You’ll also need your receipt or proof of purchase.

To start a return, you can contact us at support@iceboxbrands.com. If your return is accepted, we’ll provide instructions on how and where to send your package. Please note: returns are not free. You may return the item using your own preferred carrier — contact us for guidance and requirements. Items sent back to us without first requesting a return will not be accepted.

For any returns that cause an order to fall below the free shipping threshold for complimentary shipping, the standard shipping fee will be deducted from the refund issued to the original payment method.

You can always reach us with any return questions at support@iceboxbrands.com.

Damages and Issues

Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or if you received the wrong item, so we can evaluate the issue and make it right. Failure to report issues upon receipt voids our scent guarantee and the refund will not be honored.

Exceptions / Non‑Returnable Items

Certain items cannot be returned, including perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), hazardous materials, flammable liquids, or gases. If you’re unsure whether your item qualifies, please reach out to us.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to receive the item you want is to return the item you have. When contacting us regarding the return, indicate the product you’d like to exchange it for. Once we receive the return, we'll ship your exchange.

Refunds

We will notify you once we’ve received and inspected your return, and let you know whether the refund was approved. If approved, we’ll refund you automatically to your original payment method. Please remember that it may take some time for your bank or credit card company to process and post the refund. Please note that shipping fees for international orders are non‑refundable.