Refund policy

Return Policy

At SwanIceShavers.com, we strive to provide our customers with the highest quality products. To ensure that our standards are maintained, we have established the following return policy:

  1. Eligibility for Return:
    • Returns may be accepted within 15 days of the original purchase date at the discretion of SwanIceShavers.com.
    • Returns are only accepted for Shave Ice Machines that are in brand new, unused, and mint condition. The machine must be returned in its original, unopened packaging.
    • Returns are accepted for Accessories and Parts that are unused.
    • Due to our commitment to maintaining the high quality of our commercial products, we consider any Shave Ice Machine that has been opened, operated, or tested to be in unsellable condition for commercial use and therefore cannot be returned.
  2. Restocking Fee:
    • All returns are subject to a 20% restocking fee. This fee is necessary because we must open, inspect, test, recalibrate, and re-package all returned equipment and accessories to ensure it meets our stringent Health Code and quality standards.
  3. Return Authorization:
    • To initiate a return, you must contact us to request a Return Authorization (RA) number. This RA number must be clearly marked on the outside of your return shipment.
    • Shipments without an RA number will not be processed and will be treated as abandoned property.
  4. Return Shipping Costs:
    • For all approved Shave Ice Machine returns, a UPS return label will be provided at a cost of $65, which will be deducted from your refund.
    • For all approved accessory returns, a UPS return label will be provided at a cost of $9.95, which will be deducted from your refund.
  5. Inspection and Processing:
    • Upon receiving your return, we will thoroughly inspect the item(s) to ensure they meet the return criteria outlined above. If the item is found to be ineligible for return (e.g., the packaging has been opened or the item shows signs of use), we will not issue a refund, and the item will be returned to you at your expense.
  6. Refund Processing:
    • Once the returned item(s) have been inspected and approved, the refund, minus the restocking fee and return shipping costs, will be processed. Please allow up to 14 business days for the refund to be credited back to your original payment method.

Thank you for your understanding and cooperation. If you have any questions or need further assistance, please do not hesitate to contact our customer service team.