Refund policy

Refund & Replacement Policy

At Chloe’s Gelato, we take pride in producing high-quality, plant-based gelato that is dairy-free and egg-free. As our products are perishable frozen food items, we have the following refund and replacement policy in place.

❄️ Perishable Products

All gelato and frozen items are non-returnable and non-refundable once prepared and delivered, due to food safety, hygiene, and quality control reasons.

🍨 Taste Preference

Refunds or returns are not provided for personal taste preference, change of mind, or flavour not meeting individual expectations.

Our gelato is fully dairy-free and egg-free, and the taste profile may differ from conventional dairy gelato. This is a matter of individual preference and does not constitute a product defect. We always strive to communicate this clearly before purchase.

✅ Valid Issues Eligible for Assistance

We will review requests for replacement or store credit only in the following situations:

  • Wrong item(s) delivered
  • Missing item(s) from the order
  • Product received in a spoiled, unsafe, or incorrect condition upon delivery

Photo evidence and order details may be required for verification.

⏰ Reporting Timeframe

Any issues must be reported to us within 6 hours of receiving the order. Requests made after this timeframe may not be eligible for review, as product quality cannot be assured.

🚫 Cancellations

Once an order has been confirmed and prepared, cancellations are not allowed, as our products are freshly made and cannot be resold.

🤍 Goodwill

While refunds are not offered for taste preference, we may, at our discretion, offer store credit or a replacement scoop as a gesture of goodwill.

📩 Contact Us

If you experience an issue that falls within the valid criteria stated above, please contact us within 6 hours of receiving your order with your order number and supporting photos.

Requests submitted outside the stated timeframe or not meeting the criteria may not be eligible for review

🎉 For Private Events, Weddings & Functions

To secure your preferred event date, setup, and service experience, Chloe’s Gelato follows these terms:

Booking & Deposit

  • A 50% deposit is required upon confirmation to secure your date.
  • Balance payment is due 7 days before the event.
  • Bookings are only confirmed after deposit payment and written acknowledgment from our team.

Cancellation & Refund

Due to time-sensitive planning and resource allocation, all event deposits are non-refundable. However:

  • More than 60 days before the event: 25% of the deposit may be refunded, or full credit issued for use within 6 months.
  • 30–59 days before the event: No refund, but 50% of the deposit may be credited for use within 3 months.
  • Less than 30 days before the event: Deposit is fully non-refundable and non-transferable.

Refunds or credit are at our discretion, depending on the notice period and nature of cancellation.

Rescheduling

  • Rescheduling is allowed once, if requested at least 45 days before the event.
  • New event dates are subject to availability.
  • If a new date is not confirmed within 60 days of cancellation, the booking will be considered forfeited.

Force Majeure

We are not liable for disruptions due to circumstances beyond our control (e.g., natural disasters, illness outbreaks, government restrictions). In such cases, we will do our best to reschedule or offer a credit.

If you have questions regarding your event booking or cancellation, please contact us directly for assistance. We're here to work with you for the best outcome possible.