Return & Refund Policy

Due to the perishable nature of our gelato products, all sales are final once an order has been confirmed and dispatched. We do not accept returns or exchanges on gelato products for health and safety reasons.

Exceptions

We will offer a refund or replacement in the following circumstances only:

1. Damaged on delivery — Please contact us at receipt with photographic evidence. We will arrange a replacement or full refund.
2. Incorrect order — If the items delivered do not match your order confirmation, please notify us within 2 hours of receipt. We will arrange a replacement or full refund.
3. Order not delivered — If your order is not delivered within the agreed timeframe, please contact us for investigation. If the non-delivery is confirmed to be our responsibility, a full refund will be issued.

Refund Process

• Refunds will be processed within 7 business days upon confirmation of an eligible claim.
• Refunds will be issued via bank transfer to the original payment account.
• For online payments, refunds will be returned through the online platform.

Service Cancellation (Gelato Cart Service)

• Cancellations made more than 14 days before the event date will receive a full refund.
• Cancellations made 7–14 days before the event date will receive a 50% refund.
• Cancellations made less than 7 days before the event date are non-refundable.

Contact

For all return and refund inquiries, please contact us at info@iscream.com.hk or via WhatsApp at +852 6739 8522.