Return and Refund Policy

Effective Date: 17 September 2026

At Cookies & Cream, we are committed to delivering high-quality frozen desserts. Due to the perishable nature of our products, we have established the following refund and return policy to ensure fairness and customer satisfaction.

1. Returns & Exchanges

Due to the perishable nature of ice cream, we do not accept returns or exchanges for change-of-mind purchases once an order has been dispatched, where permitted by applicable law.

This applies to all our ice cream sandwiches, mini ice cream sandwiches and 500 ml ice cream tubs.
Your statutory consumer rights remain unaffected.

2. Damaged, Defective or Incorrect Products

If your order arrives damaged, melted, defective or incorrect, please contact us as soon as possible, preferably within 24 hours of delivery.

To assist us with your request, please provide:

Your order number.
A description of the issue.
Clear photographs of the affected product, where available. The product’s batch number, if available. We will investigate the complaint and provide an appropriate refund or replacement in accordance with the Consumer Protection Act.
The 24-hour reporting period is a request to assist our investigation and does not limit your statutory consumer rights.

3. Product Quality Complaints

If you experience unusual ice cream texture, excessive ice crystals, an unusual taste or any other suspected product defect, please contact us.

Each complaint will be investigated individually. Where a product fails to meet applicable quality standards, we will provide the appropriate remedy in accordance with South African consumer legislation.

4. Storage & Handling

All Cookies & Cream products must be stored frozen at -18°C or colder.

Products should be placed in a freezer immediately upon delivery. We cannot accept responsibility for product deterioration proven to result from improper storage, melting, refreezing or handling after successful delivery. This does not affect your statutory rights regarding defective products.

5. Incorrect or Missing Items

If you receive an incorrect product or an item is missing from your order, please notify us as soon as possible.
We will verify your order and arrange a replacement or refund for the affected item at no additional cost.

6. Order Cancellations

Orders may be cancelled for a full refund before dispatch. Once an order has been dispatched, change-of-mind cancellations cannot be accepted where the applicable legal exceptions for perishable goods apply. If Cookies & Cream is unable to fulfil an order, we will offer an agreed alternative or a refund.

7. Failed Deliveries

Customers must ensure that the correct delivery address is provided and that someone is available to receive the order.
Additional delivery charges may apply if redelivery is required due to incorrect customer information or unavailability. These charges will be communicated and agreed upon beforehand. If delivery fails due to an error by Cookies & Cream or our delivery partner, we will arrange a replacement or refund at no additional cost.

8. Refund Processing

Once a refund has been approved, we aim to process it within 5–10 business days, subject to payment-provider processing times and any shorter period required by law. Refunds will be made to the original payment method wherever possible. Customers will not be required to accept store credit where a monetary refund is legally due.

9. Food Safety

If you suspect that a product is unsafe, please do not consume it.
Contact us immediately and retain the product and packaging safely, where possible, to assist with our investigation.
We will provide an appropriate remedy in accordance with applicable consumer legislation.

10. Consumer Rights

This policy is subject to the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002.
Nothing in this policy limits or excludes any statutory consumer rights.

For refund requests, incorrect orders or product quality concerns, please contact:

Cookies & Cream Customer Support

Email: hello@cookiesandcream.co.za

Website: www.cookiesandcream.co.za⁠�

Please include your order number when contacting us so we can assist you efficiently.