Refund policy

Forever Fresh Foods (Pty) Ltd trading as Forever Frozen

Effective date: 6 August 2026

1. ABOUT THIS POLICY

1.1 Forever Fresh Foods (Pty) Ltd, registration number 2016/132807/07, trading as Forever Frozen, aims to deal with returns, replacements, refunds, credits and order discrepancies fairly and reasonably.

1.2 In this Policy, “Forever Frozen”, “Forever Fresh Foods”, “we”, “us” and “our” refer to Forever Fresh Foods (Pty) Ltd.

1.3 This Policy applies to products purchased directly from Forever Frozen through foreverfrozen.co.za or another sales channel expressly operated by us.

1.4 This Policy must be read with our Terms of Service, Shipping Policy, Privacy Policy and, where applicable, the Forever Frozen Membership Terms.

1.5 Membership fees, membership credit, credit expiry, recurring-payment reversals, appliance-application outcomes and membership cancellation are governed primarily by the Forever Frozen Membership Terms. Those specific rules prevail where they differ from this general Policy.

1.6 Appliance-related returns, repairs, replacements, collections, recoveries and ownership matters may be governed by the applicable Appliance Provider Terms. This Policy continues to apply to any representation, obligation or product supplied directly by Forever Frozen.

1.7 Nothing in this Policy excludes, restricts or replaces a right or remedy that cannot lawfully be excluded under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002 or other applicable law.

2. FOOD-SAFETY LIMITATIONS

2.1 Most products sold by Forever Frozen are frozen, chilled, perishable or intended for human consumption.

2.2 Once a food product has left our controlled supply chain and has been delivered to or collected by a customer, we may be unable to place it back into stock or resell it because we cannot independently verify how it was transported, the temperatures at which it was stored, whether its packaging was opened or compromised, whether it was contaminated, or whether the cold chain was maintained.

2.3 For food-health and safety reasons, correctly supplied food products generally cannot be returned merely because you changed your mind, ordered too much, no longer want the product or prefer another product.

2.4 The food-safety limitations in this clause do not remove your rights where goods are defective, unsafe, spoiled when supplied, incorrectly supplied, materially different from their description or otherwise do not comply with applicable law.

2.5 We may ask you not to return an affected food product where returning it would create a hygiene, food-safety or transport risk. We may instead ask you to retain, safely dispose of or make the product available for inspection, depending on the circumstances.

3. CHANGE-OF-MIND REQUESTS

3.1 We do not ordinarily accept a change-of-mind return of frozen, chilled, perishable or consumable products after delivery or collection.

3.2 A general 14-day change-of-mind right does not apply automatically to every online purchase, particularly where the nature of the goods, applicable law or food-safety considerations exclude or limit such a return.

3.3 We may, at our discretion, agree to a change, cancellation, exchange or account credit where the order has not yet entered production, packing or dispatch; the relevant product can safely and lawfully be resold; the request does not create an unreasonable loss or food-safety risk; and the arrangement is confirmed by us in writing.

3.4 Any discretionary accommodation under this clause does not create an obligation to provide the same accommodation in another case.

3.5 Gift cards, promotional items, clearance products and products sold under specific promotional conditions are not refundable merely because you changed your mind, unless the applicable promotion expressly provides otherwise or the law requires a remedy.

4. ORDER CANCELLATION BEFORE DISPATCH

4.1 You should contact us as soon as possible if you wish to cancel or change an order.

4.2 We will attempt to accommodate the request, but cannot guarantee cancellation or amendment once picking or packing has begun, products have been allocated or specially prepared, insulated packaging has been prepared, the order has been handed to a courier, collection has been scheduled or completed, or we have otherwise incurred costs that cannot reasonably be recovered.

4.3 Where we approve a cancellation before dispatch, we may deduct a reasonable amount for work already performed or costs already incurred, but only where permitted by law and disclosed to you.

4.4 Where a cancellation right applies under law, that right and any lawful exclusion or limitation will apply despite this clause.

5. INCORRECT PRODUCTS

5.1 If we supply a product that you did not order, contact us promptly after delivery or collection.

5.2 We request that incorrect-product claims be submitted within 24 hours after receipt so that we can investigate while delivery and packing records remain readily available.

5.3 A delayed notification will not automatically invalidate a lawful claim. However, an unreasonable delay may affect our ability to verify the order, preserve evidence, establish storage conditions or provide a particular remedy.

5.4 Where we confirm that the incorrect product was supplied by us, we will arrange an appropriate remedy at our cost. Depending on the circumstances and your applicable rights, this may include delivery of the correct product, replacement, refund, account credit agreed with you, or another reasonable remedy.

5.5 We may arrange collection of the incorrect product where collection is lawful, safe and reasonably necessary. We may instead instruct you to retain or safely dispose of the product.

6. DAMAGED, THAWED, SPOILED OR DEFECTIVE PRODUCTS

6.1 Contact us promptly if a product is damaged, broken, leaking, unsealed or has compromised packaging, materially thawed on arrival, spoiled or unsafe when supplied, materially different from its description, missing required labelling or instructions, defective, or otherwise not of the quality that you were reasonably entitled to expect.

6.2 We request notification within 24 hours after receipt for visible damage, packaging failure, thawing or temperature-related concerns.

6.3 For a defect or problem that could not reasonably have been identified immediately, notify us as soon as reasonably possible after discovering it.

6.4 The requested reporting periods help us investigate the product, batch, courier and cold-chain history. They do not extinguish a statutory right that applies for a longer period.

6.5 Where the claim is valid, the remedy will be provided in accordance with applicable law. Depending on the circumstances and the rights available to you, this may include replacement, refund, another equivalent product accepted by you, account credit accepted by you, or another lawful remedy.

6.6 We may require that the affected product be kept frozen or refrigerated where safe to do so, not be consumed, be made available for inspection or collection, be photographed, be identified by its batch or date code, or be safely disposed of in accordance with our instructions.

6.7 Do not consume a product that you reasonably suspect is spoiled, contaminated, unsafe or materially temperature-abused.

7. MISSING ITEMS AND ORDER DISCREPANCIES

7.1 If an order is missing an item, contains an incorrect quantity or otherwise differs from the order confirmation, notify us promptly.

7.2 We request that these claims be submitted within 48 hours after receipt.

7.3 The 48-hour period allows us to compare the claim with the order record, picking and packing records, parcel weights, stock records, courier records, photographs or video where lawfully maintained, and other relevant evidence.

7.4 A claim submitted after 48 hours will not be rejected automatically. We will consider the reason for the delay, the nature of the discrepancy, the evidence reasonably available and any applicable legal rights.

7.5 Where we confirm a discrepancy for which we are responsible, we may provide the missing item, correct the quantity, issue a refund or credit, or provide another appropriate remedy.

8. DELIVERY PROBLEMS

8.1 Delivery areas, delivery windows, insulated packaging, receipt requirements, unattended delivery, missed delivery and cold-chain obligations are governed by the Shipping Policy.

8.2 If a product arrives late, thawed, damaged or compromised, submit the claim in accordance with this Policy and the Shipping Policy.

8.3 We may need to obtain information from the courier before finalising the claim.

8.4 A courier investigation does not remove our responsibilities where Forever Frozen is legally responsible for delivery of the order.

8.5 A delay caused by the customer, including failure to be available, provision of an incorrect address, refusal to accept delivery or failure to place products into suitable frozen storage promptly, may affect the available remedy.

9. INFORMATION REQUIRED FOR A CLAIM

9.1 To investigate a claim, we may reasonably request your full name, order number or tax invoice, delivery or collection address, email address and contact number, a description of the issue, the product name and quantity affected, batch, use-by, best-before or production information shown on the packaging, the date and approximate time of delivery or collection, photographs or video of the product, packaging, parcel and delivery condition, information about how the product was stored after receipt, copies of relevant communications, and any other information reasonably necessary to assess the claim.

9.2 We will request only information that is reasonably relevant to the claim and will process personal information in accordance with our Privacy Policy.

9.3 Failure to provide reasonably necessary information may delay the investigation or prevent us from verifying the claim.

9.4 We will not reject a valid claim merely because a document is unavailable where the transaction can reasonably be verified using other records.

10. HOW TO SUBMIT A CLAIM

10.1 Claims should be submitted to:

Email: info@foreverfrozen.co.za

Telephone: 087 550 1579

10.2 Include the order number in the subject line or message where available.

10.3 We may provide a claim or return reference. You should retain that reference and use it in further communications.

10.4 Do not send frozen or perishable products back to us without written instructions. An unauthorised return may create food-safety risks and may not be accepted.

11. ASSESSMENT OF CLAIMS

11.1 We will assess each claim reasonably, taking into account the nature of the product, the nature and timing of the complaint, delivery and cold-chain records, photographs and other evidence, product batch information, storage and handling after receipt, whether the product was consumed, discarded or altered, the remedy requested, the terms applicable to the order, and applicable law.

11.2 We may inspect the product, packaging or records, request further information or refer a potential safety issue to our quality or food-safety personnel.

11.3 We will not refuse a lawful remedy merely because providing it is commercially inconvenient.

11.4 Where we reasonably conclude that the problem was caused after delivery by improper storage, handling, thawing, refreezing, preparation, contamination or failure to follow instructions, we may decline the claim to the extent permitted by law.

11.5 Where responsibility is shared or uncertain, we may propose a reasonable resolution without admitting liability.

12. REFUND METHODS

12.1 Where a refund is due, we will ordinarily process it using the original payment method where reasonably possible.

12.2 If refunding to the original payment method is not possible, we may agree with you to use another secure and lawful method.

12.3 We will not replace a refund that is legally due with gift card or store credit unless you agree to that method, the relevant transaction terms lawfully provide for it, or applicable law permits it.

12.4 A discretionary goodwill credit may be issued in addition to, or instead of, another resolution only where this does not remove a remedy that you are legally entitled to receive.

12.5 Where only part of an order is affected, the refund may be limited to the affected product, the affected quantity, the related portion of the purchase price, and any delivery or other charge that must reasonably and lawfully be refunded.

13. REFUND PROCESSING TIMES

13.1 Once a refund has been approved, we will initiate it within a reasonable period.

13.2 The time taken for the refund to appear in your account may depend on the payment provider, your bank, the payment method, weekends or public holidays, fraud or identity checks, and whether additional payment information is required.

13.3 We are not responsible for delays within a bank or payment provider’s systems after we have correctly initiated the refund, but we will provide reasonable assistance where a refund cannot be traced.

13.4 A refund is complete only when it has been successfully processed and has not been reversed or rejected.

14. DUPLICATE OR INCORRECT PAYMENTS

14.1 Contact us promptly if you were charged more than once, the incorrect amount was processed, a payment was deducted after an order was cancelled, a refund was reversed, or you do not recognise a transaction.

14.2 We may need to verify the payment with our payment provider before issuing a correction.

14.3 An unauthorised card transaction may also need to be reported directly to your bank or card issuer.

14.4 Duplicate or incorrect membership payments are governed by the Membership Terms where the transaction relates to a membership.

15. MEMBERSHIP FEES AND MEMBERSHIP CREDIT

15.1 This Policy does not create a general right to exchange membership credit for cash or obtain a refund of unused membership credit.

15.2 Initial membership payments, recurring membership payments, membership commencement, membership credit allocation, credit use and expiry, payment failure and retries, duplicate payments, appliance-application approval or decline, conversion to a membership without an appliance, pause, suspension, cancellation and membership-specific refunds are governed by the Forever Frozen Membership Terms.

15.3 Ordinary products purchased using membership credit remain subject to this Policy for product-quality, incorrect-item, missing-item and delivery-related claims.

15.4 Where a refund is approved for a product originally paid for using membership credit, the refund may be returned to the same membership-credit allocation or account mechanism, subject to the Membership Terms and the technical capabilities of the store-credit system.

15.5 Returning credit to an account does not necessarily extend its original expiry date unless the Membership Terms or our written confirmation expressly provides otherwise.

16. APPLIANCE-RELATED MATTERS

16.1 An appliance offered through an appliance-linked membership may be owned, supplied or serviced by an Appliance Provider.

16.2 Appliance defects, repairs, replacements, delivery, collection, recovery, risk and ownership transfer are governed by the Membership Terms and applicable Appliance Provider Terms.

16.3 Contact Forever Frozen where you are uncertain which party should handle the issue. We will direct the matter to the appropriate service owner and, where reasonably practicable and lawful, provide relevant reference or status information.

16.4 Nothing in this clause removes any responsibility that Forever Frozen has for its own representations, conduct, payment handling or membership obligations.

17. GIFT CARDS, PROMOTIONS AND CLEARANCE PRODUCTS

17.1 A gift card purchased for value may be redeemed against eligible goods and services in accordance with the terms disclosed when it is issued.

17.2 A purchased gift card and its unused balance will remain valid for the period required by applicable law. Unless a longer period is stated, it will not expire before the earlier of the date on which its full value has been redeemed or three years after the date on which it was issued.

17.3 Gift cards and unused gift-card balances are not ordinarily refundable or redeemable for cash. They are intended to be used as a method of payment for eligible goods or services.

17.4 We may provide a cash refund of an unused gift-card balance only where required by applicable law, where the gift card was issued or charged incorrectly, where fraud, duplication or another payment error has been confirmed, or where Forever Frozen approves an exceptional refund in writing.

17.5 Approval of an exceptional refund is not automatic and does not create an entitlement to similar treatment in another case.

17.6 Where an exceptional refund is approved, we may require proof of purchase, identity, authority and the original payment transaction; the refund will be limited to the verified unused balance; the relevant gift card will be cancelled or reduced by the refunded amount; the refund will ordinarily be made only to the verified original purchaser and through the original payment method; no refund will be paid to a third-party bank account, payment card or person nominated after the purchase; and where the original payment method is no longer available, we may require additional verification before agreeing to another lawful refund method.

17.7 A person who received a gift card from another person may use it in accordance with its terms, but is not automatically entitled to require Forever Frozen to reverse the original purchaser’s payment or pay the unused balance into another account.

17.8 A gift card will not be replaced, refunded or reissued merely because it has been lost, deleted, shared without authority or used by another person, unless we can reasonably verify the balance, ownership or lawful authority and are satisfied that replacement or restriction is appropriate.

17.9 A product purchased using a gift card remains eligible for any remedy required by law if it is defective, unsafe, incorrectly supplied or otherwise non-compliant.

17.10 Where a refund is approved for a product originally purchased with a gift card, the refund will ordinarily be returned to the same gift card or issued as replacement store credit, unless applicable law requires another method.

17.11 Sale, promotional and clearance products are not excluded from statutory quality protections merely because they were sold at a reduced price.

17.12 A defect that was specifically disclosed before purchase and accepted as part of the reason for the reduced price may not provide a basis for a claim concerning that same disclosed defect.

17.13 Promotion-specific refund or exchange rules may apply where they were disclosed before purchase and are consistent with applicable law.

18. FOOD-SAFETY INCIDENTS AND RECALLS

18.1 If we reasonably suspect that a product may present a food-safety risk, we may contact affected customers, issue storage, isolation, disposal or return instructions, suspend sale or delivery, arrange collection, offer replacement or refund, request batch information, notify relevant authorities where required, and take other reasonable protective action.

18.2 You must follow reasonable safety or recall instructions promptly.

18.3 A recall remedy will be determined by the nature of the risk, the affected product, applicable law and the recall communication.

19. ABUSE, FRAUD AND REPEATED CLAIMS

19.1 We may investigate claims where there are reasonable grounds to suspect fraud, altered evidence, repeated unsupported claims, deliberate product damage, unauthorised payment disputes, misuse of refunds, replacement or credit processes, or another attempt to obtain a benefit not lawfully due.

19.2 We may refuse a fraudulent or abusive claim, restrict an account, preserve relevant records or report unlawful conduct where permitted by law.

19.3 This clause will not be used to discourage or reject a genuine claim.

20. COMPLAINTS AND ESCALATION

20.1 If you are dissatisfied with the handling of a claim, ask us to review the matter and provide the claim reference, the order number, the reason you disagree with the outcome, and any additional supporting evidence.

20.2 Nothing in this Policy prevents you from approaching the National Consumer Commission, a provincial consumer-affairs office, an applicable consumer ombud, a court with jurisdiction, or another authorised dispute-resolution body.

20.3 We encourage customers to contact us first so that we have an opportunity to investigate and resolve the matter.

21. CHANGES TO THIS POLICY

21.1 We may update this Policy by publishing a revised version on the website with an updated effective date.

21.2 Changes apply prospectively and do not remove rights that arose under an accepted order or applicable law before the new effective date.

21.3 A membership-specific change must be made in accordance with the Membership Terms where those terms require a particular notice, consent or cancellation process.

22. CONTACT INFORMATION

22.1 This Policy is issued by Forever Fresh Foods (Pty) Ltd, registration number 2016/132807/07, trading as Forever Frozen.

22.2 Physical address: Unit 1A, 2 Erica Way, Somerset West Business Park, Somerset West, 7130, Western Cape, South Africa.

22.3 Email: info@foreverfrozen.co.za | Telephone: 087 550 1579

22.4 Include your order, membership, application or claim reference when contacting us so that the enquiry can be routed efficiently.