Refund policy

Due to the nature of our frozen products and the food safety requirements associated with temperature-controlled goods, all food sales are considered final and products cannot be returned once delivered.

However, in the unlikely event that an item is damaged, spoiled, or arrives in an unsuitable condition due to an issue during transit, we are happy to investigate the matter and, where appropriate, provide a replacement.

We strongly recommend that you inspect your order immediately upon delivery and check that all items are in suitable condition. If you believe that any product has been damaged, spoiled, defrosted, or otherwise compromised during transit, you must contact us within 24 hours of delivery and provide:

  • Your order number;
  • Details of the affected product(s);
  • Clear photographic evidence showing the condition of the product(s), packaging and, where relevant, the delivery packaging; and
  • Any other relevant information that may assist us in investigating the issue.

Please note: if we are not contacted within 24 hours of delivery and photographic evidence is not provided, we will be unable to issue a replacement or accept responsibility for the condition of the product(s). This time limit is necessary because we cannot reliably determine how the product has been stored or handled after delivery.

Unfortunately, due to food safety and hygiene regulations, orders or individual products cannot be returned to the delivery driver upon delivery, and delivery drivers are not authorised to accept returns or make decisions regarding damaged or spoiled goods.

Where a valid claim is received within the required 24-hour period and sufficient photographic evidence is provided, we will review the circumstances and determine the appropriate resolution, which may include a replacement of the affected product(s).

We reserve the right to refuse replacement claims where the required notification and photographic evidence have not been provided within the specified timeframe or where the issue appears to have resulted from incorrect storage or handling after delivery.