Refund policy

Refund and Cancellation Policy

At Frissons & Bonbons, we carefully prepare our ice cream cakes to provide high-quality desserts for your special occasions. Because our products are perishable and made to order, certain conditions apply to changes, cancellations, and refunds.

1. Final Sale

All of our ice cream cakes are considered final sale.

Due to their perishable nature and made-to-order preparation, we do not accept returns or exchanges for a change of mind, a customer selection error, or an order that is no longer wanted.

However, this policy does not limit consumers’ rights under applicable laws, including in cases where a product is defective or does not conform to the order.

2. Changes and Cancellations

We encourage you to carefully review the details of your order before confirming your purchase, including:

The cake design, flavour, and size.
The personalized message, if applicable.
The selected pickup location.
The pickup date and time.

Once an order has been confirmed, changes and cancellations are not guaranteed.

If you would like to make a change, please contact us as soon as possible. We will do our best to accommodate your request depending on the preparation status of your cake.

Once an order is already being prepared or has been completed, it generally can no longer be cancelled or modified.

No refund will be issued for a change of mind, subject to any rights provided by law.

3. In-Store Pickup

We currently do not offer delivery. All orders must be picked up in store.

When placing your order online, you must select the pickup location as well as the pickup date and time from the available options.

Please arrive at the selected location on the scheduled date and time, or later.

If you receive confirmation that your order is ready before the scheduled pickup date and time, you may pick it up earlier.

If you expect to be late or are unable to pick up your order, please contact us as soon as possible.

Due to the perishable nature of our products and our limited freezer space, we cannot guarantee that an order can be stored beyond its scheduled pickup date without prior arrangements.

An unclaimed order does not automatically qualify for a refund.

4. Cake Personalization

Some cakes may be personalized with a short message, such as “Happy Birthday” or “Congratulations.”

It is your responsibility to verify the spelling and information entered in the personalization field before confirming your order.

We reproduce messages according to the information provided, subject to available space and decorating limitations.

No refund will be issued for an error contained in the text submitted by the customer.

However, if a personalization error is caused by our team, please contact us so that we can find an appropriate solution.

5. Storage and Transportation

Our ice cream cakes must remain frozen in order to preserve their texture, quality, and food safety.

We strongly recommend that you:

Bring a cooler or insulated bag for transportation.
Keep transportation time as short as possible, especially in warm weather.
Place the cake in the freezer as soon as you arrive at your destination.
Store the cake at a temperature of -18°C or below until it is ready to be served.

Once the cake has been handed over to the customer, Frissons & Bonbons cannot be held responsible for deterioration caused by improper transportation, thawing, or improper storage after pickup.

This provision does not limit our responsibility for any issue that was present at the time the product was handed over.

6. Problem With Your Order

Your satisfaction is important to us.

If your cake contains a preparation error, quality defect, or does not match your order, please contact us as soon as possible, ideally within 24 hours of pickup.

To help us process your request, please provide:

Your order number.
A description of the issue.
Photos of the product, if possible.

Each situation will be assessed individually. Depending on the circumstances, we may offer a correction, replacement, or appropriate refund.

The 24-hour timeframe is a recommendation intended to make it easier to handle claims involving perishable products. It does not limit any remedies available under the law.

7. Availability and Order Errors

In the exceptional event that we are unable to prepare your order due to an ingredient shortage, technical issue, or another unforeseen situation, we will contact you as soon as possible.

We may offer you an alternative, a modification to your order, or a refund if we are unable to fulfill it.

No significant substitution will be made without your consent.