Return & Refund Policy
We stand behind every product we serve. If something is not right with your order, we will make it right — quickly and fairly.
Wrong item · Missing items · Spoiled product · Delivery failure · Duplicate charge — we refund fully, no questions asked.
Change of mind · Taste preference · Melting after delivery · Wrong address by customer · Items already consumed.
All refund and return requests must be raised within 2 hours of receiving your order. Claims after this window cannot be processed.
- 1Our Promise to You
- 2Eligible for Full Refund
- 3Not Eligible for Refund
- 4How to Request a Refund
- 5Refund Timeline
- 6Returns Policy
- 7Partial Refunds
- 8Order Cancellations
- 9Dispute Resolution
- 10Contact Us
Contact us within 2 hours of delivery. We resolve most cases within 24 hours.
💬 WhatsApp NowOur Promise to You
At Peshawari Ice Cream, we are passionate about delivering the highest quality products to every customer in Karachi. We prepare every order fresh, pack it with care, and deliver it promptly. Your satisfaction is our highest priority.
However, we understand that occasionally things may not go perfectly. If your order does not meet our standards — wrong item, missing product, or a quality issue — we take full responsibility and will make it right.
Due to the perishable nature of food products (ice cream, fresh juices, milk shakes), our return and refund policy is different from standard retail. All claims must be raised within 2 hours of delivery with supporting evidence (photo or video). We cannot process claims for items that have been fully consumed or left at room temperature for extended periods.
Eligible for Full Refund
You are entitled to a full refund in the following situations. No arguments, no hassle — we fix it immediately:
| Issue | Evidence Required | Refund |
|---|---|---|
| Wrong item delivered (different product) | Photo of item received | Full Refund |
| Missing items from your order | Photo of received order | Full Refund |
| Product visibly spoiled, contaminated, or mouldy | Clear photo/video | Full Refund |
| Foreign object found in product | Photo of foreign object | Full Refund |
| Order never delivered but payment charged | Order confirmation screenshot | Full Refund |
| Duplicate charge / double payment | Bank statement or screenshot | Full Refund |
| Item significantly different from description | Photo comparison | Full Refund |
| We cancelled your order due to unavailability | No evidence needed | Full Refund |
For all legitimate refund claims listed above, we process your refund within 3–7 business days. We do not argue with genuine issues — your experience matters to us more than any single order.
Not Eligible for Refund
The following situations are not eligible for a refund due to the perishable nature of our products and the circumstances involved:
Change of mind after the order has been prepared · Disliking the taste or flavour (subjective preference is not a quality defect) · Melting or quality degradation due to the customer delaying acceptance of delivery · Incorrect delivery address provided by the customer at the time of ordering · Items already fully consumed before raising a complaint · Complaint raised after 2 hours of delivery · Damage caused by customer after delivery · Promotional or discounted items are final sale unless defective.
| Situation | Reason Not Eligible | Status |
|---|---|---|
| Did not like the taste / flavour | Subjective preference, not a defect | Not Eligible |
| Ice cream melted after delivery | Customer responsibility after receipt | Not Eligible |
| Wrong address given by customer | Customer error | Not Eligible |
| Changed mind after preparation | Perishable item already made | Not Eligible |
| Claim raised after 2 hours | Past claim window | Not Eligible |
| Item fully consumed | Cannot verify issue post-consumption | Not Eligible |
| Portion size expectation mismatch | Sizes shown accurately on website | Not Eligible |
How to Request a Refund
Requesting a refund is simple. Follow these steps and we will handle the rest:
Call us at +92 349 8660240 or WhatsApp +92 349 8660240 within 2 hours of receiving your order. You can also email peshawaricecream786@gmail.com.
Share your order number, the item(s) in question, your name, and contact number. You can find your order number in your confirmation email or WhatsApp message.
For quality issues, wrong items, or damaged products — send a clear photo or short video via WhatsApp. This helps us verify the issue quickly and process your claim faster.
Our team reviews your claim within 2–4 hours during operational hours. For complex cases, we may follow up with additional questions. We aim to resolve every case fairly and transparently.
Once approved, your refund is initiated within 24 hours. Depending on your payment method, the amount reaches you within 3–7 business days. We also offer store credit as an instant alternative.
WhatsApp us directly at +92 349 8660240 with your order number and a photo of the issue. WhatsApp claims are processed faster than email during busy hours. Our team monitors WhatsApp throughout operational hours (12pm – 2am daily).
Refund Timeline
Refund processing times vary depending on your original payment method:
| Payment Method | Refund Method | Processing Time |
|---|---|---|
| Cash on Delivery (COD) | Cash handover or store credit | Same day or next visit |
| EasyPaisa / JazzCash | Reverse transfer to your wallet | 1–3 business days |
| Bank Transfer | Reverse bank transfer | 3–5 business days |
| Debit / Credit Card | Reversed to original card | 5–7 business days |
| Store Credit (any method) | Added to your account instantly | Within 2 hours of approval |
- Refund timelines are from the date of approval, not the date of the claim.
- Bank and card refunds may take additional time depending on your bank's processing schedule.
- Store credit is the fastest refund option and can be used on your very next order with no expiry date.
- We will send you a confirmation message once your refund has been initiated from our end.
Returns Policy
Due to the perishable and hygiene-sensitive nature of food products, we do not accept physical returns of ice cream, shakes, juices, or any other consumable items.
You do not need to return the product to claim a refund. Simply send us a photo or video as evidence, and we will process your claim without requiring you to send anything back.
For food safety and hygiene reasons, we do not accept returned food items. This is standard practice for all food businesses in Pakistan.
Send us a clear photo or video of the issue via WhatsApp. This is all the evidence we need to process your refund claim.
Items purchased during a sale, promotion, or with a discount code are non-returnable and non-refundable unless they are defective or incorrect.
Minor packaging variations or imperfections that do not affect the product quality do not qualify for a return or refund.
Partial Refunds
In some cases, a partial refund may be offered instead of a full refund. This applies when:
- Only some items in your order are affected — you will receive a refund for those specific items only.
- The product has a minor quality issue but is still largely consumable — we may offer a partial refund or discount on your next order at our discretion.
- The delivery was partially delayed and only some items were affected by temperature changes.
- A promotional or bundled item is partially defective — we will refund the proportional value of the affected item.
The decision to offer a full or partial refund is made by our team after reviewing the evidence. We always aim to be fair and reasonable. If you disagree with our decision, you may escalate your complaint to our management — see Section 9 (Dispute Resolution).
Order Cancellations
Cancellation and refund eligibility depends on when you cancel your order relative to its preparation status:
| When You Cancel | Can Cancel? | Refund |
|---|---|---|
| Within 5 minutes of placing order | Yes | Full refund — no questions asked |
| After 5 minutes — before preparation | Maybe | Full refund if preparation has not started |
| After preparation has started | Generally No | No refund — food already prepared |
| After dispatch / out for delivery | No | No refund — delivery in progress |
| We cancel due to stock issue | We cancel proactively | Full Refund + notification |
To cancel an order, immediately call +92 349 8660240 or WhatsApp us with your order number. The faster you contact us, the better the chance of a successful cancellation.
Dispute Resolution
We aim to resolve all refund and return disputes amicably and fairly. If you are not satisfied with our initial response, please follow this escalation process:
- Step 1 — Contact Customer Support: Raise your issue via WhatsApp or call +92 349 8660240. Our team responds within 2–4 hours during operational hours.
- Step 2 — Email Complaint: If your issue is not resolved to your satisfaction, email a formal complaint to peshawaricecream786@gmail.com with full details and evidence. We respond to formal email complaints within 48 hours.
- Step 3 — Management Review: If still unresolved, request an escalation to management. We will review your case personally and provide a final decision within 5 business days.
- Step 4 — Consumer Court: If all internal channels fail, you have the right to file a complaint with the Sindh Consumer Protection Council or relevant consumer authority in Pakistan.
We commit to handling all disputes in good faith, with transparency and fairness. We operate under the Consumer Protection Act (Sindh) and are committed to upholding your rights as a consumer in Karachi, Pakistan.
Contact Us
For all refund and return requests, complaints, or queries — please reach out to us through any of the following channels. We are available 12pm – 2am daily from our shop in Defence Phase VI, Karachi.
Please include your order number, contact number, description of the issue, and photo/video evidence in your first message. This speeds up the process significantly.
Shop with Confidence
We stand behind every scoop. Order online today and enjoy 10% off — backed by our full satisfaction guarantee.