Refund policy

Refund & Returns Policy

At Desert Chill, every order is freshly prepared and delivered frozen to ensure it reaches you in perfect condition. Because our products are perishable food items, we are unable to accept returns once an order has been delivered.

Returns

For food safety and hygiene reasons, all ice cream, frozen desserts and other perishable products are non-returnable and non-refundable once they have been delivered.

If you have any questions before placing your order, please contact our team and we'll be happy to help.

Damaged, Incorrect or Missing Items

Please inspect your order as soon as it is delivered.

If you receive the wrong item, your order is damaged, or any items are missing, please contact us within 24 hours of delivery at info@desertchill.ae.

To help us resolve your enquiry quickly, please include:

  • Your order number

  • A description of the issue

  • Clear photographs of the products received (where applicable)

Where appropriate, Desert Chill may offer a replacement, store credit or refund at its discretion.

Failed Deliveries

To help keep your order perfectly frozen, someone must be available to receive the delivery during the agreed delivery window.

If no one is available at the delivery address:

  • The order cannot be left unattended.

  • The order will be returned.

  • A new delivery will need to be arranged.

  • A re-delivery fee equal to the standard delivery charge will apply.

If you need to change your delivery time, please contact us as early as possible and we'll do our best to accommodate your request.

Order Cancellations

Orders may be cancelled free of charge before they enter production or dispatch.

Once an order has been prepared or dispatched, it cannot be cancelled due to the perishable nature of our products.

Refunds

Where a refund has been approved, it will be processed back to your original payment method. Please allow up to 10 business days for your bank or card provider to complete the transaction.

If you have not received your refund after this time, please contact info@desertchill.ae.

Contact Us

If you have any questions regarding this policy, please contact:

Address:

Desert Chill
W.26, SOKO Properties
Dubai Investments Park 1
Dubai, United Arab Emirates

Phone: +971 50 612 2108

Email: info@desertchill.ae