Refund Policy

REFUND POLICY

 

At Icy-N-Spicy we take great pride in the quality of our products and our service.

We aim to resolve any issues quickly, fairly, and professionally.

Please carefully review the following policies and procedures:

 

 

WE DO NOT ACCEPT RETURNS

Due to the nature of our food products, all sales are final, and we do not accept returns under any circumstances.

This ensures the safety, freshness, and quality of our offerings.

Gift cards and digital purchases are non-refundable and non-returnable.

 

 

DAMAGED OR DEFECTIVE PRODUCTS

 

We stand behind the quality of our products.

If you receive an order that is damaged or defective, you may be eligible for a refund or replacement if you follow these steps:

  • Inspect your package immediately upon delivery.

  • Contact us within 24 hours of receipt.

    • The product damage or defect

    • The original shipping box

    • The shipping label with tracking number visible

      Provide clear photographs showing:

       

  • Retain all packaging and products until further instructions are given.

 

Important notes:

  • Blurry, edited, cropped, or unclear images will not be accepted.

  • Do not discard the product unless directed by us.

  • Failure to provide proper documentation or retain the product may result in denial of your claim.

  • Packaging changes, cosmetic variations, or slight imperfections in the packaging do not qualify for refund claims unless they affect the product’s quality.

 

 

WRONG ITEM RECEIVED OR ITEM MISSING

 

If you receive an incorrect item or discover an item is missing from your order:

  • Inspect your order immediately upon receipt.

  • Contact us within 24 hours.

    • Provide clear photos of the incorrect item with the shipping label visible in the background.

    • Retain the incorrect item until we provide instructions.

      For incorrect items:

       

  • For missing items:

    • Provide photos of the shipping box and all received items.

    • Include a photo showing the shipping label and package weight.

     

Important notes:

  • If an incorrect item must be returned, it must be sent back as received before a refund or replacement is processed.

  • If the package weight matches the weight recorded at the time of shipment, we may require you to open a claim with the shipping carrier (FedEx, USPS, UPS).

  • Failure to follow the claim process or return requested items may result in denial of your claim.

 

 

SHIPMENT NOT RECEIVED

 

All Dubai Chocolate shipments are carefully packaged and insured through the shipping carrier.

If your order’s tracking information shows Delivered but you did not receive it:

  • First, verify that the shipping address provided at checkout was correct.

  • Check around your delivery area, building management, leasing offices, or with neighbors.

  • Contact FedEx (or your carrier) directly to investigate.

  • We are not responsible for stolen or misplaced packages once marked “Delivered” by the carrier.


If you believe your package was lost in transit and no delivery confirmation exists:

  • Contact us to report the issue.

  • We will assist in filing a claim with the carrier.

  • Please allow time for the carrier’s claim investigation process to conclude before a refund or replacement is considered.

 

Helpful tips:

  • Provide a secure, attended delivery address whenever possible.

  • Monitor your shipment’s tracking information closely.

  • Consider signing up for carrier alerts and delivery management tools.

 

 

TEMPERATURE-SENSITIVE PRODUCTS

 

We ship chocolates with appropriate packaging, including ice packs and insulated containers to help prevent melting during transit.

However, extreme weather conditions, delivery delays, or recipient unavailability may impact product condition.

Icy-N-Spicy is not responsible for melted products if:

  • Delivery was delayed due to carrier issues or recipient absence

  • The package was left unattended for extended periods

  • Delivery address issues caused delay

 

To help ensure optimal product condition:

  • Ship to an address where someone will be available to receive the package immediately.

  • Track your shipment closely.

  • Avoid shipping to P.O. Boxes or addresses where deliveries may be left outside.

 

 

HOW TO CONTACT US

 

For the fastest resolution, please use the appropriate method based on where you placed your order:

  • Website Orders

    Contact us via our website’s Contact Form or Chat support.

  • TikTok Shop Orders

    Go to your TikTok Shop order > Tap “Get Help” > Select “Other Issues” > Choose “Contact Seller.”

  • Facebook/Instagram Orders

    Send us a direct message from our Facebook or Instagram Shop profile.

  • Amazon Orders

    Use Amazon’s Customer Service Center or send a message through the Buyer/Seller Message Center in your account.

 

Important:

Contacting us through the wrong channel may delay or prevent resolution of your issue.

 

 

REFUND PROCESS

 

If your claim is approved:

  • Refunds are processed back to your original payment method within 7-10 business days.

  • Processing times may vary depending on your financial institution.

  • We do not refund shipping charges unless the error was ours.

 

Refunds will only be issued if:

  • All required documentation is submitted and verified.

  • The damaged, defective, or incorrect item (if applicable) is returned according to our instructions.

  • The claim is made within the 24-hour window after delivery.

 

 

FINAL NOTES

 

By placing an order with Icy-N-Spicy, you agree to this Refund Policy.

We reserve the right to amend this policy at any time without prior notice.

Any updates will be posted on our website with the effective date.


Policy Last Updated: April, 2025