Refund Policy

At Quack's Gelato, we take immense pride in the quality, craftsmanship, and freshness of our micro-batch gelato. Because our products are fresh, custom-churned to order, and highly temperature-sensitive, we operate under a strict legal framework regarding cancellations, returns, and refunds under Singapore law.

By completing a purchase on our website, you acknowledge and agree to the following terms:

1. Perishable Goods & Final Sale Policy

• Strict No-Return Policy: Gelato is a highly perishable frozen food product. Due to food safety, public health regulations, and hygiene standards in Singapore, we cannot accept returns or exchanges on any products once they have left our custody.

• No Change-of-Mind Refunds: All sales are final. We do not offer refunds, alternative flavor choices, or store credits if you simply change your mind, dislike a specific flavor profile, or realize you do not have enough freezer space after purchase.

2. Order Modifications & Cancellations

• 48-Hour Cutoff: If you need to cancel your order or change your scheduled delivery/pickup date, your request must be submitted via WhatsApp at least 48 hours before your chosen slot.

• Approved Cancellations: Cancellations made before the 48-hour cutoff are eligible for a full refund back to the original payment method.

• Late Requests: Any cancellation or modification requests received less than 48 hours before the scheduled time slot will be rejected. The order will be prepared as scheduled, and no refunds or credits will be issued for cancellations made past this window.

3. Strict Exclusions (When Refunds Will Be Denied)

To safeguard our independent operations, refunds, replacements, or credits will be systematically denied under the following consumer-side circumstances:

• Unreachable Deliveries: If our delivery driver arrives within your selected timeframe and you are unreachable via call/text, or if no one is available to receive the gelato, the order is forfeited and strictly non-refundable.

• doorstep Melting: If you explicitly instruct our driver to leave the gelato at your doorstep, riser, or guardhouse, the risk shifts entirely to you. No refunds will be provided for melted, ruined, or stolen products left unattended.

• Missed Collection Window: If you select self-collection at 27 Dover Crescent and fail to pick up your order within our strict 2-hour grace period, your appointment is canceled. If you fail to re-arrange a pickup and collect the item within 48 hours, it will be discarded for food safety reasons, and no refund will be given.

• Customer Storage Negligence: We assume no liability for the state of the gelato after it is successfully handed over. If the gelato melts or develops an icy texture because it was not placed immediately into a freezer operating at or below -18°C, no refund will be issued.

4. Valid Exceptions for Remedies (What We Cover)

We want to make things right if a genuine mistake occurs on our end. We will review and provide a remedy (replacement or refund) on a case-by-case basis under the following limited conditions:

• Incorrect Items Packed: If we accidentally pack or deliver the wrong flavor or item, do not open or unseal the tub. Contact us via WhatsApp immediately. We will verify the error and arrange a complimentary redelivery of the correct item at the soonest available slot.

• Transit Defect or Severe Melting: If the product arrives severely melted, structurally compromised, or with a broken container shell directly upon transit hand-off, it qualifies for evaluation.

⚠️ Mandatory Reporting Requirements for Claims:

To qualify for an exchange, replacement, or refund under Section 4, you must complete the following protocol:

1. 2-Hour Limit: You must message us via our official WhatsApp link within two (2) hours of the delivery or collection timestamp.

2. Photographic Evidence: You must provide clear, unedited photos or an unboxing video showing the packaging damage, the melted state of the gelato inside the tub, and the delivery timestamp.

   Gelato Vinto

• Failure to contact us within 2 hours or failure to provide photographic proof completely voids your eligibility for a remedy.

5. Refund Processing Framework

• Approval Notice: Once your WhatsApp claim is received and evaluated, we will notify you of the approval or rejection of your refund request.

• Method of Payment: If a refund is approved, it will be initiated automatically back to your original payment method (e.g., PayNow, credit card, or bank transfer).

• Processing Timeline: Please allow 5 to 10 business days for banks and payment gateways to process and post the refund credit to your account statement.

• Non-Refundable Costs: Any flat delivery fees paid ($8) are entirely non-refundable as they go directly toward external third-party courier dispatch costs