Where can I find information about returned items and how are credit notes handled?

Sometimes you need to return items. Find out here how your return is refunded and how to get the refundable amount back.

If have send an item back the warehouse team will handle your return. We always try to manage return orders within one week after they are received at our warehouse. As soon as your returned items are handled you´ll receive a credit note by email. If you have not received a credit after one week, please contact us by email or phone. You can always find information about your returns in your 24/7 customer center.

After you have received your credit note by email you have different options.

1. Get a refund

If you want us to refund the amount from a credit note, please write to us at info@icgroup.dk together with your account number or phone number and your bank details, as soon as you receive the credit note on email. We will then refund the amount as soon as possible. If you have a due amount on your account, we will deduct it before we pay out the difference.

2. Deduct the amount from your next order

If you have a credit note you can deduct the amount from you next invoice yourself before you pay. You can always see your updated account statement in your 24/7 Customer Center and see what the actual amount due on your account.

Credit note and invoice

Please find the most asked questions below.

I still got the full invoice from you even if I have a credit note, why?

Unfortunately, we cannot send you an updated invoice. You can use the credit note as a payment for an unpaid invoice. If the invoice does align 100%, you must pay the difference. If you are uncertain which amount is due, you can login to your 24/7 Customer Center and see the actual situation on your account.

Why did I not get notified about the credit amount on my account?

Credits notes are made when you return products or if you have had contact with customer service about missing discount. All credit notes are sent by email to the email address registered on the original invoice or your account.

Why does my credit note not match with my invoice?

There can be numbers of reasons why a credit is made on your account.

If you have returned products, the credit will be made on the products you have returned to the same price you have paid for them.

If you only have returned a part of the products on the original invoice, the credit note will be lower than the original invoice.