Refund policy

EUCA Gelato Return & Refund Policy

At EUCA Gelato, we take great pride in the quality and craftsmanship of our artisanal gelato. Due to the perishable nature of our products and strict Australian Food Safety Standards, our return policy differs from standard retail stores.

1. Quality Guarantee & Damages

We want you to enjoy your gelato in perfect condition. Please inspect your order immediately upon delivery or pickup.

  • Defective or Damaged Goods: If your gelato arrives completely melted (outside of reasonable softening), the packaging is compromised, or you receive the incorrect flavor, please contact us within 24 hours at hello@eucagelato.com.au.

  • Evidence: To process a claim, please include your order number and photographic evidence of the product and the batch code (if applicable). This helps us investigate issues with our cold-chain logistics.

2. Non-Returnable Items

In accordance with health regulations, we cannot accept physical returns of food items. Once a frozen product has left our controlled environment, the cold chain is broken and the product cannot be resold.

  • Change of Mind: We do not offer refunds or exchanges if you simply change your mind, do not like the flavor, or if the product was not stored correctly after purchase.

  • Sale Items: Only regular-priced items may be refunded. Sale items and gift cards are final sale.

3. Refunds & Resolutions

If your claim for a damaged or incorrect item is approved, we will offer one of the following:

  1. Replacement: A fresh delivery or pickup of the correct item (subject to availability).

  2. Store Credit: A digital voucher for use on your next order.

  3. Refund: A refund to your original payment method. Please allow 5–10 business days for your bank to process the transaction.

4. Cancellations

As our gelato is often packed to order or prepared for specific delivery windows, cancellations must be made at least [48 hours] prior to the scheduled delivery or pickup time. Cancellations made after this window may not be eligible for a refund.

Contact Us

For any questions regarding your order, reach out to our team at: Email: hello@eucagelato.com.au Subject Line: Order Help – [Your Order Number]