Return Window & Eligibility
Customers have 7 days from the date of delivery to initiate a return for eligible frozen food products. To be eligible for a return, the items must be unopened, in their original packaging, and maintained at the proper frozen temperature.
Frozen Food Products-Specific Non-Returnable Items
- Opened or partially consumed items
- Custom or personalized frozen food products
- Any items that have been thawed or improperly stored
- Digital goods or gift cards
- Hygiene-related items, such as utensils or containers
Return Condition Requirements
To qualify for a return, all frozen food products must:
- Be in their original, unopened packaging.
- Have been stored at the appropriate frozen temperature prior to return.
- Show no signs of thawing or spoilage.
How to Initiate a Return
To initiate a return, please contact our customer service team at support@coldess.com with your order number and details of the item you wish to return. Our team will provide you with a return authorization and further instructions.
Refund Method & Timeline
Refunds will be processed to the original payment method within 7-10 business days after we receive and inspect the returned items. Please note that shipping fees are non-refundable.
Exchanges
We do not offer direct exchanges for frozen food products. If you would like a different item, please return the unwanted item for a refund and place a new order for the desired product.
Defective / Wrong Items
If you receive a defective or incorrect item, please contact us within 48 hours of delivery at support@coldess.com. We will arrange for a return and send you the correct product or issue a full refund, including shipping costs.
