As part of our commitment to customer service, our products are sold on a non-refundable basis. We kindly ask you to please choose carefully when placing your order as we do not accept refunds or exchanges on a change of mind basis. Where a product is defective or if you have received an incorrect item, we will glad rectify the error immediately. If you do receive an incorrect item, please DO NOT OPEN IT, as we will not accept any returns or provide refunds where an item has been opened, tampered with or not in its original condition.
You are welcome to a refund or exchange where:
- Incorrect item(s) were delivered (provided the item(s) have not been opened/tampered with and are in a re-saleable condition); or
- an item is faulty
No refund or exchange will be offered for:
- Change of mind
- Incorrect orders made by recipient
- Products no longer being required
- Products that have been opened/tampered with or not in the original packaging in a re-saleable condition
- Gift Certificates or Vouchers are not redeemable for cash
Defective, Incorrect or Damaged Items:
If you have received an item that is defective, incorrect or damaged please contact us within two (2) working days of receipt of goods. Our customer service team will get in contact with you with further instruction and may require photos of the products for verification.
Prior approval in the form of a Return Authority (RA) must be obtained from Sublime Gelato before returning goods. Once you receive your RA we require the goods to be sent to us within seven (7) working days, at the customers expense. Once we receive and verify the goods, you will receive either a credit in the form of a voucher or refund or alternatively a replacement, decision of which is at the sole discretion of Sublime Gelato. In the cases of an exchange, items will be replaced with the same item originally purchased. For items that cannot be replaced a full refund will be offered in the form of a credit voucher for future purposes.
It is strongly recommended that you use a trackable method of shipping when returning goods. Sublime Gelato will not be responsible for items lost in the post. Please ensure that you do not return goods without a Return Authority number. If goods arrive without an approved RA number your return will be rejected. Please do not discard damaged items until authorisation to do so from Sublime Gelato has been given.
- Please contact us to obtain a Return Authority (RA) number
- Goods must be returned in their original packaging in a saleable condition at the customers expense
- Upon receipt of returned goods at Sublime Gelato a credit in the form of either a voucher, refund or replacement will be provided at the sole discretion of Sublime Gelato.