Refund Policy

Last updated: 15 March 2026

1. Order Cancellation

You may cancel your order within 5 minutes of placing it through the app or by contacting us directly. After this window, preparation begins and cancellation may not be possible.

2. Refund Eligibility

We offer refunds in the following situations:

Incorrect items delivered
Missing items from your order
Food quality issues (must be reported within 2 hours of delivery)
Significant delivery delays (over 60 minutes past estimated time)
Order not received

3. How to Request a Refund

Your order number
Description of the issue
Photos (if applicable, for quality or missing item issues)

4. Refund Processing

Approved refunds will be processed within 5-10 business days. Refunds are issued to the original payment method used for the order.

Full refund: For missing orders, significantly incorrect orders
Partial refund: For missing items or quality issues with specific items
Store credit: May be offered as an alternative for minor issues

5. Non-Refundable Situations

Change of mind after the cancellation window
Incorrect delivery address provided by the customer
Customer unavailable at delivery location
Minor variations in product appearance from menu photos

6. Contact

For refund inquiries, please reach out to us at sales@iceandsugar.co.uk.