Refund & Return Policy
Frigipan takes pride in supplying quality products and aims to ensure that every order meets our customers’ requirements.
This policy explains Frigipan’s conditions for returns, custom-made products, damaged or incorrectly supplied products, courier delivery, transport and collection, refunds and order cancellations.
Returns
Standard, unused products may be considered for return provided they are:
- In their original, undamaged condition.
- Unused and suitable for resale.
- Returned within 7 days of collection or delivery.
- Accompanied by the original invoice or proof of purchase.
Custom-Made Products
Due to the nature of our manufacturing process, custom-cut, custom-sized or specially manufactured products cannot be returned or exchanged, unless the product is defective or was manufactured incorrectly by Frigipan.
Customers are responsible for confirming measurements, specifications, quantities and other order details before production.
Damaged or Incorrect Products
Customers are responsible for inspecting products at the time of collection or upon delivery.
If products are found to be damaged, defective or incorrectly supplied, please notify Frigipan as soon as possible.
Photographs and other information may be requested to assist with assessing the issue.
Where a product is confirmed to be defective, incorrectly manufactured or incorrectly supplied by Frigipan, we will, where appropriate, repair, replace or refund the affected product.
Online Shop & Courier Delivery
Courier services are available for eligible online orders placed through the Frigipan Online Shop. Frigipan will arrange the courier service on behalf of the customer.
A courier fee will be calculated and communicated to the customer by Frigipan before the order is dispatched.
Transport & Collection
For products that cannot be couriered, the customer is responsible for arranging and paying for collection and transportation.
Where the customer arranges their own transport, responsibility for safe transportation rests with the customer or their nominated transport provider once the products have been collected from Frigipan.
Refunds
Approved refunds will be processed using the original payment method where reasonably possible.
Refunds will only be processed after the returned product has been inspected and the return has been approved.
Cancellation of Orders
Orders may only be cancelled before manufacturing or preparation has commenced.
Once production has started, cancellation may not be possible, particularly for custom-manufactured products.
Need help with a return or product issue?
Contact Frigipan with your order or invoice details and information about the issue so the team can assist you.