Refunds & Returns Policy
We want you to enjoy every Certified Scoop order. If something goes wrong, this page explains your options. These terms sit alongside the rights you have under the Trinidad & Tobago Consumer Protection & Safety Act, Chap. 82:34 and the Sale of Goods Act, Chap. 82:30, nothing here removes those rights.
1. Why most ice cream orders are non-returnable
Ice cream, sorbet and lollies are perishable goods. Once they have left our premises and the cold chain has been broken, we cannot accept a return. This is a food-safety requirement, not a policy preference.
2. When you can ask for a refund or replacement
Contact us within 24 hours of pickup or delivery if any of the following apply:
- The product was not what you ordered.
- The product was thawed, damaged or visibly spoiled when you received it.
- The product was not safe to eat (off-flavour, off-smell, foreign object).
- You did not receive part of an order you paid for.
Where possible, please send a clear photo of the issue and a copy of your order confirmation. We will replace the affected product, refund the affected portion of the order, or issue a credit, your choice.
3. How long a refund takes
Approved refunds are processed back to the original payment method within 7–10 business days. Bank or card processor delays are outside our control.
4. Catering & events
- Cancellation more than 72 hours before the event: full refund minus a 5% admin fee.
- Cancellation between 72 and 24 hours: 50% refund.
- Cancellation within 24 hours of the event: no refund, ingredients have been bought and prep started.
- If we are unable to fulfil a confirmed catering booking due to our fault, you receive a 100% refund plus an apology credit toward a future order.
5. Change of mind
For made-to-order items (custom flavours, bespoke catering menus, branded events), “change of mind” refunds are not available once preparation has started. Please double-check your order at checkout.
6. How to contact us
Email [email protected] with the subject line “Refund Request” and include:
- Your order reference
- The date and location of pickup or delivery
- A short description of what went wrong
- Photos, if applicable
We aim to respond within two (2) business days.