Return Policy

This Return Policy outlines the conditions for refunds, exchanges and cancellations related to purchases made through the Sottozero website or physical outlets.

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1. Food Items

All gelato, cakes, pastries, customised items and any food products are final sale. Due to food safety standards and temperature sensitivity, returns or cancellations are not permitted once the order has been confirmed.

 

2. Non Food Retail Items
 

Non food merchandise such as branded items may be eligible for exchange only if they are in perfect and unused condition. Exchanges must follow the instructions provided by our support team.

 

3. Incorrect or Damaged Orders
 

If an order is delivered incorrectly or arrives visibly damaged, customers must contact us immediately with supporting information. Sottozero will review the case and, if confirmed, will issue a replacement or appropriate solution.

 

4. Event Orders and Catering
 

Deposits for event orders or catering bookings are non refundable. Any changes to an event order must be communicated within the agreed preparation timeline.

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5. Processing of Complaints
 

All service related concerns are reviewed by our customer care team. A formal response will be provided after assessment.