Refund & Returns Policy
Effective Date: 09/04/2025
At iCustodian Limited UK, customer satisfaction is important to us. However, due to the nature of our products and services, we encourage customers to make informed decisions before placing an order. This Refund & Returns Policy explains the conditions under which returns and refunds may be accepted and processed.
1. General Return & Refund Policy
We kindly ask that you confirm your decision before completing a purchase. We do not provide refunds for change-of-mind purchases, except in rare and exceptional circumstances at our sole discretion.
Refunds and returns will only be considered if the following conditions are met:
- Items must be returned undamaged, unused, and in re-saleable condition
- All original packaging, manuals, warranty forms, and accessories must be included
- A return request due to a technical fault must be submitted within 14 days from the date of purchase
2. Important Exclusions
Please take note of the following exceptions:
- Software products are strictly non-refundable
- Shipping and handling fees are non-refundable
- The customer is responsible for all return shipping costs
3. Refund Process
Once your return is received and inspected, we will notify you via email that we have received the returned item. You will also be informed whether your return has been approved or declined.
If your refund is approved:
- The refund will be processed via your original method of payment
- A credit will be applied to your account within a few business days, depending on your payment provider’s processing time
4. Delayed or Missing Refunds
If you haven’t received your refund yet:
- First, check your bank account again
- Then contact your credit card provider — it may take some time before the refund appears officially
- Next, contact your bank — delays are sometimes due to standard processing timelines
If you have completed all the steps above and still haven’t received your refund, please contact us directly at info@icustodian.com.
5. Sale Items
Only items purchased at full regular price are eligible for refunds.
Sale or discounted items are non-refundable unless they arrive damaged or defective.
6. Exchanges
We only replace items if they are defective, faulty, or damaged upon arrival.
If you need to request an exchange for the same item, contact us at info@icustodian.com. We will provide detailed instructions for returning the product and completing the exchange.
7. Gifts
If the item was marked as a gift during purchase and shipped directly to you:
- You will receive a gift credit equal to the value of the return
- Once we receive the returned item, a gift certificate will be emailed or mailed to you
If the item was not marked as a gift or the original purchaser received the item before giving it to you, the refund will be issued to the original purchaser.
8. Shipping Returns
To return an item, please email us first at info@icustodian.com for the appropriate return address and instructions.
Please note:
- Return shipping costs are your responsibility
- Shipping fees are non-refundable — if a refund is issued, return shipping costs may be deducted
- We recommend using a trackable shipping service or purchasing shipping insurance for high-value returns
- iCustodian is not responsible for returns lost in transit
9. Need Assistance?
If you have any questions or require help with a return or refund, please do not hesitate to contact us:
iCustodian Limited
📧 Email: info@icustodian.com
📞 Phone: +44 (0) 7534 02 5555
We are here to help you with any concerns related to your order or experience.