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Refund Policy
Last Updated: September 2026
At Scoop & Co Dessert Factory, we take pride in delivering high‑quality desserts made with care. Because our products are fresh and perishable, this Refund Policy outlines when refunds or replacements may be provided.
1. Change of Mind
We do not offer refunds, exchanges, or cancellations for change of mind once an order has been placed. Please ensure all details are correct before confirming your purchase.
2. Incorrect or Faulty Products
If you receive an item that is incorrect, damaged, or not as described, we will happily review the issue and provide a replacement or refund where appropriate.
To qualify, you must:
- Contact us within 2 hours of receiving your order
- Provide your order number and clear photos of the issue
- Return the product if requested
3. Quality Concerns
If you believe your dessert does not meet our quality standards, please contact us immediately. We may offer a replacement, store credit, or refund depending on the situation and evidence provided.
4. Allergies & Dietary Requirements
We cannot guarantee an allergen‑free environment. Refunds will not be issued for reactions or concerns related to allergies or dietary restrictions unless the product was incorrectly labelled.
Customers with allergies should contact us before ordering.
5. Late Pickup or Delivery
Refunds are not provided for:
- Orders not collected on time
- Delivery delays caused by traffic, weather, or third‑party couriers
- Incorrect delivery details provided by the customer
6. Order Cancellations
Because our products are made fresh to order, cancellations are only accepted if requested before preparation begins. Once preparation has started, the order cannot be cancelled or refunded.
7. How to Request a Refund
To lodge a refund or replacement request, please contact us at: Email: contact@scoopnco.nz Include your name, order number, photos (if applicable), and a brief description of the issue.
We aim to respond within 1–2 business days.
8. Final Decision
Scoop & Co reserves the right to make the final decision on all refund and replacement requests. Our goal is always to be fair, transparent, and supportive while maintaining the quality and integrity of our products.