Refund policy
Refunds & Cancellations
CHILL POPS products are frozen desserts, so we handle refunds a little differently from a typical store — but you are never left without recourse.
Cancelling an order
You can cancel free of charge at any time before your order is handed to the rider. Once a rider has collected your order, we can no longer cancel it, because the product begins to thaw the moment it leaves our freezer.
If something is wrong with your order
We will replace or refund your order in full if any of the following happen:
- Your order arrives melted, deformed or in poor condition.
- Items are missing, or you received the wrong flavours.
- Your order did not arrive within the delivery window you selected.
- Packaging arrived damaged or opened.
Contact us within 24 hours of delivery at info@popskw.com or on +965 97789151, with your order number and a photo where possible. We aim to resolve every case within one working day.
How refunds are issued
Approved refunds are returned to the original payment method within 5–10 business days, depending on your bank. Where you prefer, we can issue store credit or send a replacement box on the next available delivery slot instead.
What we cannot refund
We are unable to refund orders where nobody was available to receive the delivery at the address and time selected, or where incorrect address details were supplied. In those cases the product cannot be resold and the delivery has already been paid for. Please make sure someone is available to receive your order.
Questions about this policy? Email info@popskw.com.