Returns & Exchanges
1. General Provisions
Due to the perishable nature and speciality of ice cream products, we generally do not accept returns or exchanges. However, in the following specific circumstances, we will provide solutions in accordance with this policy.
2. Situations Eligible for Returns or Exchanges
- Product Damage or Spoilage: If the ice cream products you receive are melted, damaged, spoiled, or have other non – human – caused quality problems during transportation, please contact our customer service via email or phone within 24 hours of receiving the goods, and provide your order number, a detailed description of the problem, and clear product photos as evidence.
- Incorrect Items Shipped: If the products you receive do not match the ones you ordered, please also contact our customer service within 24 hours, and we will arrange for an exchange or refund as soon as possible.
3. Returns and Exchanges Process
- Submitting an Application: Submit a return or exchange application to our customer service via the designated email (Joseph5JohnRea@outlook.com) or phone (+44 7577 034606), and provide relevant supporting materials.
- Review and Processing: Our customer service team will review your request within 48 hours of receiving it. Once the review is approved, we will arrange for a refund or exchange according to the specific situation.
- Refund Processing: For orders eligible for a refund, we will process the refund using your original payment method. The refund amount will be the purchase price of the products, excluding shipping fees. The refund will be completed within 5 – 7 business days after the review is approved, and the actual time for the funds to be credited to your account depends on the processing speed of the payment institution.
- Exchange Arrangements: If it is an exchange, we will arrange for re – shipment as soon as possible after the review is approved. The shipping fees for the exchanged products will be borne by us.
4. Situations Not Eligible for Returns or Exchanges
- Product damage or spoilage caused by the customer’s own reasons (such as failure to sign for the goods in a timely manner, failure to store the products according to the specified conditions, etc.).
- Products that have been opened and there is no product quality problem.
- Customized products or products clearly stated as non – returnable or non – exchangeable in promotional activities.
5. Final Interpretation Right
MR.REALLYGOOD LIMITED reserves the right to the final interpretation of this Returns & Exchanges Policy and the right to adjust and modify the policy according to actual circumstances. The revised policy will be published on the website and will take effect immediately upon publication.