Warranty and Returns
We review every eligible return fairly while protecting the special production commitments required for custom and bulk orders.
Dry Ice Machine Limited Warranty
The WinterWave Portable Dry Ice Machine includes a 12-month limited warranty against manufacturing defects under normal, intended use. After review, the available remedy may be repair, replacement or another remedy required by applicable law.
The warranty does not cover misuse, incorrect CO₂ or power supply, normal wear, consumable parts, accidental damage, unauthorized repair or modification, or failure to follow the manual and safety instructions.
Other Product Warranties
Furniture, décor and equipment are covered only by the warranty stated on the product page, written quote or applicable manufacturer documentation. Your rights under applicable consumer law are not limited.
Eligible Returns
Unless an item is marked final sale, you may request a return within 14 calendar days after delivery. The item must be unused, unassembled where reasonably possible, and returned with its original parts, accessories and packaging. Contact us for approval before sending anything back.
Custom, Made-to-Order & Bulk Items
Custom, personalized and made-to-order items cannot be returned or cancelled after production or procurement begins. Products ordered or manufactured in bulk specifically for a confirmed customer order are also final sale. This does not remove rights that cannot legally be excluded, including remedies for confirmed damage, defects or incorrect goods.
Damaged, Defective or Incorrect Delivery
Inspect your delivery promptly and contact us as soon as possible with the order number, packaging photos and clear photos or video of the issue. For a confirmed damaged, defective or incorrect item, WinterWave will cover reasonable return or replacement shipping and arrange the appropriate remedy.
Return Shipping & Refunds
For an approved change-of-mind return, the customer is responsible for return shipping unless applicable law requires otherwise. Original shipping charges are not refundable unless the item was damaged, defective or incorrect.
Approved refunds are sent to the original payment method after the return is received and inspected, normally within 7–10 business days. Your bank or card provider may need additional processing time. Unauthorized or collect-on-delivery returns may be refused.
Start a Request
Email info@shopwinterwave.com or call (908) 476-8766 with your order number and reason for the request. Because products may ship from different locations, we will provide the correct authorized return address.