Refund and Returns Policy

At Freeza, we are committed to delivering quality frozen drink products with freshness and safety as our top priorities. Due to the nature of food items, our returns and refund policy complies with the Consumer Protection Act (CPA) and Electronic Communications and Transactions (ECT) Act, while maintaining strict hygiene standards.

No Returns on Unwanted or Opened Food Products

As per the Consumer Protection Act, food items are non-returnable for health and safety reasons once opened or unsealed, unless they are defective.

We do not accept returns for:

• Change of mind or incorrect product choice

• Opened, unsealed, or partially used syrups and powders

Please review your order carefully before checking out.

Damaged, Defective or Incorrect Items

If your order arrives damaged, expired, or incorrect, you may request a refund or replacement. To qualify:

• Notify us within 48 hours of receiving your delivery

• Provide your order number, a description of the issue, and clear photos of the item(s) and packaging

We will either send a replacement or issue a full refund, depending on product availability and your preference.

Cooling-Off Period (Online Purchases)

In line with the Electronic Communications and Transactions Act, a 7-day “cooling-off” period applies to online purchases. However, this excludes perishable or consumable goods, such as our slush products, which cannot be returned once dispatched.

Refund Processing Time

Once a refund is approved, it will be processed within 7–15 working days to your original method of payment.

How to Report an Issue

To report a product issue or request a refund, please contact us at:

Email: sales@freeza-sa.co.za
Phone: +27 11 440 5661

Include your order number, the issue, and any supporting photos.

Delivery Issues

If your order does not arrive, or is significantly delayed, please contact us within 5 working days from the estimated delivery date. We will investigate and provide a resolution as soon as possible.

We value your support and are always here to help. Please reach out if you have any concerns—we aim to make every Freeza order a great one.