Return & Refund Policy

Clear, fair, and transparent rules for returns and refunds.

This Return & Refund Policy applies to all orders placed on Frozen To Home via our website and mobile app. As we deal with perishable food products, please read the following terms carefully.

Eligibility for Returns & Refunds
  • Complaints must be raised within 24 hours of delivery.
  • Refunds or replacements are applicable only for damaged, spoiled, missing, or incorrect items.
  • Issues related to taste/quality are subject to case-by-case review.

Note: For hygiene and safety reasons, requests raised after 24 hours cannot be accepted.

Non-Returnable Items

Due to food safety concerns, the following items are not eligible for return:

  • Opened or partially used food packs
  • Items damaged due to improper storage after delivery
  • Packs with missing or tampered labels (MRP/Batch/Expiry)
How to Raise a Return/Refund Request
  1. Contact our support team within 24 hours of delivery.
  2. Provide your Order ID, issue details, and photo/video proof (package, label, and damaged area).
  3. After verification, our team will approve a refund or replacement.
Refund & Replacement Options
  • Eligible cases may receive a full refund or replacement (subject to availability).
  • Partial refunds may be issued for affected items only.
  • If a pickup is required, we will share instructions with you.
Refund Timeline & Method
  • Refunds are processed within 7–10 business days of approval.
  • Online payments will be refunded to the original payment method (Card/UPI/NetBanking).
  • COD orders will be refunded via bank transfer/UPI after collecting valid account details.
Delivery Issues
  • Missed deliveries due to incorrect address or unavailability may incur re-delivery charges.
  • Please check temperature & packaging seal at the time of delivery and report issues immediately.
Order Cancellation
  • Orders cannot be canceled once they are packed or dispatched.
  • Pre-dispatch cancellations may be eligible for a refund, subject to deductions (transaction/handling charges, if any).
Inspection & Proof

Please share the following for faster resolution:

  • Clear photos/videos of outer packaging and inner product
  • Label showing MRP, Batch, and Expiry details
  • Close-up of the damaged/spoiled/incorrect item
Fees, Deductions & Adjustments
  • Pickup/shipping charges may be borne by the company in approved cases.
  • Refunds for discounted orders will be limited to the amount actually paid.
Policy Scope & Updates

This policy should be read along with our Terms & Conditions and Privacy Policy. We may update this policy from time to time, and the latest version will always be available on our website/app.

Contact Us

For any questions regarding returns or refunds, please contact us at:

Email: rohitpaharia37@gmail.com
Phone: +91-9990617167
Address: 287/226 2nd Floor Agarsain Market Gali Phatak Karore Near Chawri Metro Gate No-1, Delhi -110006

By shopping with Frozen To Home, you agree to abide by this Return & Refund Policy. We value your trust and strive to ensure a safe and smooth shopping experience.

whatsapp