Refund and Refunds Policy

At Cups and Cones, customer satisfaction is very important to us. If something goes wrong with your order, we’ll do our best to make it right. Please review our refund and returns policy below.

Return & Refund Window

Our refund and returns policy lasts 3 days from the date of purchase. Unfortunately, if more than 3 days have passed, we cannot offer a full refund or exchange.

Perishable Food Items

Because our products are freshly prepared and perishable:

  • Prepared items (gelato, sorbets, waffles, cakes, milkshakes) are non-returnable and non-refundable, except in cases where:

    • The wrong item was delivered

    • The item was damaged or unsafe to consume

    • The order was incomplete

Non-Perishable Items Eligible for Return

Items such as branded merchandise or sealed goods may be returned if:

  • They are unused, in their original packaging, and in the same condition you received them

  • You provide proof of purchase

  • They are returned within the 3-day window

Non-Returnable Items

  • Prepared food

  • Gift cards

  • Downloadable products

  • Certain personal care or hygiene items

Proof for Claims

For incorrect or unsatisfactory food items:

  • Please contact us within 24 hours

  • We may require photographic evidence or the return of the uneaten portion to process your complaint

Delivery Issues

If you experience delivery problems such as:

  • Delayed or missing items

  • Damaged packaging

Please contact us immediately. Depending on the situation, we may offer a refund, store credit, or replacement.

Exchanges

  • We only exchange non-food items if they are defective or damaged.

  • For food-related issues, we’ll evaluate on a case-by-case basis and may offer a remake or store credit.

Refund Process

Once your return or complaint is reviewed and approved, we’ll notify you via email.

  • Refunds are processed to your original payment method within 3 to 7 days.

  • Sale items are non-refundable.

Late or Missing Refunds

If you haven’t received your refund yet:

  1. Check your bank or mobile money account again.

  2. Contact your Telco or card provider, as it may take time to reflect.

  3. Contact your bank.

If you’ve done all of the above and still haven’t received it, email us at [email protected].

Gifts

  • If the item was marked as a gift during purchase and shipped to you, you’ll receive a gift credit for the value.

  • If not marked as a gift, the refund will go to the original purchaser.

Third-Party Delivery Apps

If your order was placed via a third-party platform such as Uber Eats, Bolt Food or Chowdeck, please contact their customer service directly for refunds or issues, as we may not be able to process them on our end.

Return Shipping (Non-Food Items)

For returns of non-food items:

  • Please send them to the Cups and Cones location where the purchase was made.

  • Customers are responsible for return shipping costs.

  • We recommend using a trackable shipping service for expensive items.

Need Help?

📧 Contact us at [email protected] for any refund or return inquiries.

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