Return & Refund Policy
At Frozen Basket, your satisfaction is our priority. Here is everything you need to know about our return and replacement policies.
Important: Perishable Products
Ice cream is a perishable product that requires immediate attention upon delivery. We cannot accept returns of ice cream products once they have left our delivery personnel, but we do offer replacements for valid concerns reported promptly.
Immediate Inspection
Please inspect your order immediately upon delivery. Due to the perishable nature of ice cream, we ask that you check your items while our delivery person is present.
Replacement Policy
If your order arrives damaged, melted, or incorrect, we will replace it free of charge. Contact us within 15 minutes of delivery with photos of the issue.
Quality Guarantee
We take pride in our products. If you're not satisfied with the quality of your ice cream, please let us know and we'll make it right.
Contact Us Immediately
For any issues with your order, call us at +256 753 552 992 or WhatsApp us immediately. Quick reporting helps us resolve your concerns faster.
Eligible for Replacement
- Order arrived completely melted
- Wrong items delivered
- Missing items from your order
- Damaged packaging affecting product quality
- Product quality not meeting our standards
Not Eligible for Replacement
- Change of mind after delivery
- Dislike of flavor after tasting
- Orders reported more than 24 hours after delivery
- Products stored improperly by the customer
- Normal softening due to delayed pickup
Refund Policy
Cash Payments: If you paid in cash and are eligible for a refund, we will process your refund during the replacement delivery or via mobile money within 24 hours.
Mobile Money Payments: Refunds will be processed to the same mobile money number used for payment within 24-48 hours after approval.
Preference: We always prefer to replace products rather than issue refunds to ensure you get to enjoy our ice cream as intended.
How to Report an Issue
Contact us within 15 minutes of delivery with clear photos showing the issue. Our team will respond promptly to resolve your concern.
Last updated: March 2026