Refund policy

Because our products are perishable frozen food, we do not accept returns.
If there is an issue with your order (e.g., incorrect item, damaged packaging, or quality concern), please contact us within 12 hours of delivery so we can address it promptly.

To make a claim, please provide:

A photo or short video showing the issue
Your order number

Email these to info@jamaicaonice.com

We’ll review your case and offer:

A replacement, or
A partial/full refund (at our discretion), depending on the evidence provided

Unfortunately, we cannot issue refunds for:

Claims made after 12 hours
Orders delayed due to circumstances outside our control

Cancellations

You may cancel your order before dispatch. Once the order has been dispatched, you are not eligible for a refund.

Important delivery notes

It is the customer’s responsibility to ensure that someone is available to accept the delivery at the address provided.

If no one is available, the courier may attempt to:

• Deliver to a neighbour
• Leave the parcel in a safe place
• Contact you using the number provided

We are not responsible for missed deliveries due to unavailability at the delivery address and do not offer refunds in these cases.

We are also unable to offer same-day redeliveries or address changes once an order has been dispatched.

Weather-related delays & product quality

We do our best to ensure your order arrives frozen and in perfect condition.

However, please note that during severe weather conditions, delivery may be delayed:

Hot summer temperatures may affect the frozen state of products, especially if delivery is delayed or the recipient is unavailable.

Icy road conditions in winter may impact courier delivery times.

By placing an order, you accept that we cannot guarantee product condition if delays occur due to extreme weather or failed delivery attempts. In such cases, refunds will not be issued.

Can I reschedule my delivery?

We’re happy to help reschedule your delivery if you contact us at least 48 hours before dispatch.