Shipping and Refund Policy - Buy Freshly Frozen

DELIVERY, RETURNS & REFUND POLICY

BUY FRESHLY FROZEN / FRESHLY FROZEN

Effective Date: 7 October 2026

PURPOSE

This policy explains the delivery, collection, returns, cancellations, complaints, credits and refunds applicable to orders placed with Buy Freshly Frozen.

ORDER PROCESSING

Orders are processed after the order has been accepted and, where applicable, payment has been received.

Because many of our products are prepared and frozen to order, customers should allow sufficient preparation time.

Standard preparation notice periods

Frozen Berries: Minimum 2 days’ notice.
Frozen Cubes / Functional Cubes: Minimum 3 days’ notice.
Other products may have different preparation times depending on availability.

DELIVERY AREAS

Delivery is available to selected areas and is subject to availability. Delivery charges may vary according to location, order size and delivery requirements.

DELIVERY TIMES

We will provide an estimated delivery date or time where possible. Delivery times are not guaranteed and may be affected by traffic, weather, vehicle problems, supplier delays, operational issues or other circumstances outside our reasonable control.

RECEIVING A FROZEN ORDER

Customers should ensure that someone is available to receive the order. Frozen products should be transferred to suitable freezer storage as soon as reasonably possible after delivery.

Customers should check the packaging and products on receipt and notify us promptly if there is an issue.

FAILED DELIVERY

If delivery cannot be completed because the customer is unavailable, the address is incorrect or access is not possible, a further delivery may incur an additional delivery charge.

Buy Freshly Frozen will make reasonable efforts to contact the customer before or during a failed delivery where possible.

COLLECTION ORDERS

Customers who choose collection must collect at the agreed time and location. Once collected, the customer is responsible for transporting and storing frozen products appropriately.

CANCELLATIONS & ORDER CHANGES

Customers should request cancellations or changes as soon as possible.

Once preparation or packing has commenced, cancellation or changes may not be possible, particularly for made-to-order frozen products.

Any refund or credit will be considered based on the stage of preparation and the circumstances of the request.

RETURNS OF FOOD PRODUCTS

Due to food-safety and hygiene considerations, we generally cannot accept returns of correctly supplied frozen food products simply because a customer has changed their mind.

This does not affect any rights the customer may have under applicable South African consumer law.

INCORRECT, DAMAGED OR DEFECTIVE PRODUCTS

If you receive an incorrect product, incorrect quantity, damaged packaging or a product that appears defective, please contact us as soon as possible, preferably on the day of delivery or collection.

Please retain the product and packaging until the matter has been resolved. We may request photographs, batch/date information, proof of purchase and other details to investigate the complaint.

REFUNDS

Where a refund is approved, it will generally be processed using the original payment method where reasonably possible.

Refund processing times may depend on the payment method or third-party payment provider.

We may offer a replacement, credit or refund depending on the circumstances and applicable law.

PRODUCTS THAT HAVE THAWED

Frozen products must be kept frozen. Customers should not refreeze products that have completely thawed.

Buy Freshly Frozen is not responsible for thawing or spoilage caused by customer handling, inadequate freezer storage, delays after collection, or delays after successful delivery.

PRODUCT STORAGE

Customers must follow the storage instructions on the product packaging. Failure to store products correctly may affect product quality and safety and may invalidate a complaint relating to spoilage caused after delivery or collection.

COMPLAINTS

We aim to resolve complaints fairly and promptly. Customers should provide their order details and a clear description of the issue.

Where appropriate, we may request photographs or other supporting information to establish what happened.

CONSUMER RIGHTS

Nothing in this policy is intended to remove or limit any rights that consumers may have under applicable South African consumer-protection legislation. Where a mandatory legal right applies, that right will prevail over any inconsistent provision of this policy.

CHANGES TO THIS POLICY

Buy Freshly Frozen may update this Delivery, Returns & Refund Policy from time to time. The latest version published on our website will apply to future orders.