Refund policy

At Frozo, customer satisfaction is important to us. We take great care in packaging and delivering our frozen products. Due to the perishable nature of frozen food items, our return and refund policy is outlined below.

Returns

For food safety reasons, frozen food products cannot be returned once they have been delivered and accepted by the customer.

However, we may accept return or replacement requests in the following situations:

• Wrong product delivered
• Product received in damaged condition
• Product packaging is opened or compromised upon delivery
• Product received in thawed or spoiled condition
• Missing items from your order

Refunds & Replacements

If you receive a damaged, incorrect, or defective product, please contact us within 24 hours of delivery.

To process your request, please provide:

• Order number
• Product name
• Clear photos of the product and packaging
• Description of the issue

After verification, we may offer:

• Product replacement
• Store credit
• Full or partial refund

Refunds will be processed within 5–7 business days after approval.

Order Cancellation

Orders may be cancelled before they are dispatched for delivery.

Once an order has been dispatched, it cannot be cancelled due to the temperature-sensitive nature of frozen products.

Delivery Issues

If you are unavailable at the time of delivery or provide an incorrect address, additional delivery charges may apply for redelivery.

Contact Us

For return, refund, or replacement requests, please contact:

Email: support@frozo.pk
Phone: +92 XXX XXXXXXX
Business Hours: 9:00 AM – 9:00 PM, Monday to Sunday