Icewood Creamery – Refunds & Returns Policy

Thank you for shopping with Icewood Creamery. We value your satisfaction and aim to ensure you enjoy every scoop of our premium ice cream products. Due to the nature of our items, please read our Refunds & Returns Policy carefully.

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1. Perishable Goods Policy

Icewood Creamery sells frozen and highly perishable products. For this reason:

• All sales are final once an order has been placed and processed.

• We do not accept returns of ice cream or any frozen items for hygiene and quality reasons.

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2. Refund Eligibility

Although returns are not allowed, you may be eligible for a refund or replacement in the following situations:

2.1. Wrong Item Delivered

If you receive the wrong item, flavour, or size from what you ordered, contact us within 24 hours of delivery with:

• Order number

• Clear photos of the item received

We will offer either:

• A replacement, or

• A refund (depending on availability)

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3. Damaged, Melted, or Poorly Handled Delivery

Our products must remain frozen during transit. If your order arrives:

• Melted

• Damaged

• Poorly sealed

• Or in a compromised condition

Please notify us within 12 hours of delivery with:

• Photos or videos of the item

• Your order number

We will investigate and may offer:

• A free replacement on your next order, or

• A partial or full refund

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4. Cancellations

You may cancel your order only if:

• It has not yet been prepared or dispatched

Once your order is being processed or is already out for delivery, cancellations are not possible.

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5. Failed Delivery

If a delivery fails due to an incorrect address or the customer being unreachable, refunds will not be issued.

A re-delivery may be arranged at the customer’s expense.

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6. Order Verification

Icewood Creamery reserves the right to:

• Verify claims with delivery partners

• Request additional evidence

• Approve or decline refund requests based on our findings

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7. Contact Us

For refund issues, damaged orders, or any delivery concerns, please reach us via:

📩 Email: support@icewoodcreamery.com

📞 Phone: +234 7010 23 9906

📍 Address: Lagos, Nigeria