Returns Information

Returns/Cancellation policy     

We hope that you'll be delighted with everything you buy from us and offer a 'NO QUIBBLE' friendly returns service. If you are unhappy with your products for any reason, you can return them to us in accordance with this returns policy.

At Ice Bear we try our very best to make sure our customers are happy so if you have any problems with your purchase(s),  please don't hesitate to get in touch with us to see if we can help.


Under the Consumer Contracts  Regulations 2015 implemented on 1st October 2015, you have the right to cancel the contract for the purchase of any of these items within a period of 30 days.



If you are not happy with your purchase for any reason, we will gladly accept your return within 30 days.  Returns must be unworn, in the state you received them and in the original packaging.

Please note that you will be responsible for the costs of returning the goods to us unless we delivered the item to you in error or the item is faulty. 

Please either contact us by telephone 01298 605006 or by email to to advise us that you will be returning the item and the reason for the return.

For your protection, where you are returning an item to us, we recommend that you use a 'signed for' delivery service but this is only advisable and not a requirement.  We will refund the cost of '2nd Class signed for' postage on faulty items.  If you choose to return the faulty item by a more expensive method, we will only refund the cost of 2nd Class Signed For postage unless it is an item that needs to be sent by Parcel Force 48 due to its size or weight or is an international order.

Please return goods to our returns department within 14 working days of notifying us that you wish to return the item for a refund or exchange. Purchases delivered to international addresses must be returned by post. Please ensure that the despatch note is returned with your products as proof of purchase.

From within and outside the UK, please address your parcel to:

Returns Department
Ice Bear (Polarsphere Ltd), The Old Carriage Works, Clough Street, Buxton, Derbyshire,
SK17 6LJ, United Kingdom.

We will refund the full price you paid for the products, using the same method you used to pay for them, within 14 days of our receiving the products.  We will withold refunds until the goods are received by us and we can reduce the amount of money refunded for goods returned which show evidence of use beyond the handling necessary to see whether the goods are as expected.

If products are returned to us, we advise that you should obtain proof of postage from the Post Office. This is particularly important if you are an overseas customer, where it may take longer for parcels to reach us.

Reasonable care:

You have a legal obligation to take reasonable care of the products while they are in your possession. When we say 'reasonable', we mean:

* You can open the packaging carefully to look at and try on the products, as you would in a store.
* Please do not try on products wearing strong perfume, aftershave or a deodorant that may leave a scent or marks.
* Footwear must not be worn outside and no scuffing should appear on the sole.
* Tags/instructions must not be removed from any item.
* The original packaging must be retained. (this means the manufacturers packaging, not the bag or box we send it in)

Items that CANNOT be returned:

1.  We are unable to exchange or issue a refund for any new or unused safety/climbing equipment (eg.  rescue kit, descenders, ascenders, harnesses, helmets, climbing equipment etc.) IF the safety instructions are missing or any sealed packaging has been opened.

2.  Underwear, if the hygiene strip has been removed.

3.  Sunglasses - do not remove the tags as these will be deemed to have been used.

4. Any product that has had a broken seal (i.e. first aid kits etc), sealed packaging opened or product instructions missing.

5. Any item that has been made to the customer's specifications or personalised.

Your duty of care:

You are obliged to to take good care of the products and return them in an 'as new' saleable condition. If you do not take reasonable care of the products before returning them to us, you may have to compensate us.

If you change your mind about your order after this point, you can return the products in accordance with our returns/cancellation policy.

This returns policy does not affect your statutory rights in respect of defective products

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