Refund policy

 

Forever Fresh Foods (Pty) Ltd t/a "Forever Frozen" aims to provide a fair and reasonable Refund and Returns Policy and we will make every effort to ensure that you are thoroughly satisfied with your purchase.

This policy is guided by the South African Consumer Protection Act and in particular, the treatment of perishable goods, such as fresh and frozen food items, that are for food health and safety reasons, exempt from being returned. 

This page is where you’ll find information pertaining to the process of returning an online order or faulty item. 

If, within a period of 14 days from date of purchase, you are dissatisfied with an item purchased from our online store, you may subject to the terms below, request a replacement or exchange. 

• If you receive the incorrect product, you must notify us of such via e-mail within 24 hours. We will make arrangements to collect the incorrect item/s and deliver the correct one/s at our cost.
• If you receive a damaged or broken product, you must notify us of such via e-mail within 24 hours. We will make arrangements to collect the damaged or broken item/s and deliver the new one/s at our cost.
• If you wish to return a product for other reasons, note that we unfortunately cannot take products back due to the fact that it is a food product and there is a safety aspect that prohibits us from being able to accept the products back.
• Should we approve a refund, Forever Fresh shall have the discretion to refund the customer by any appropriate means including cash, a gift card (electronic or otherwise) or by crediting the customer account or applicable credit or debit card.
• We do not guarantee that you will be automatically refunded. The decision to refund is solely at the discretion of Forever Frozen.
• Gift cards, sale, and clearance items are not eligible for a refund or exchange if you change your mind.

Order Discrepancies and Deficiencies

If your order is missing items or contains incorrect products, you must notify us and submit a claim within 48hrs of receipt. Failure to do so will result in the order being deemed complete and accurate and no claims will be accepted beyond this period. Claims must be submitted via email with supporting evidence, as detailed below. If a valid claim is received within the specified timeframe, we will address the issue at our discretion. Claims made after the 48hrs period will be automatically rejected, and we accept no liability for unreported discrepancies.

For all claims, we will require:

• Your name, address and contact number
• The reason for the return / details of the claim
• A copy of your original tax invoice
• We may, subject to the nature of the claim, also require the provision photographic evidence