Last Updated: July 2026
At Frostybox, we want you to be completely satisfied with your purchase. If you’re not happy with your order, we’re here to help.
This Returns & Refund Policy explains how returns, exchanges, and refunds are handled.
You may request a return within 14 days of receiving your order, provided that the item:
Is unused and in its original condition.
Is returned with all original packaging, accessories, manuals, and labels.
Is accompanied by proof of purchase or your order number.
Products that are damaged due to misuse, neglect, improper installation, or normal wear and tear may not qualify for a refund or exchange.
If you change your mind after receiving your order, you may request a return within 14 days of delivery.
To qualify:
The product must be unused.
The product must be in its original packaging.
The product must be suitable for resale.
Unless required by applicable law, the customer is responsible for the cost of returning items for change-of-mind returns.
If your order arrives damaged, defective, or you receive the wrong item, please contact Frostybox within 48 hours of delivery.
To help us resolve the issue quickly, please include:
Your order number.
A description of the issue.
Clear photographs of the product and packaging.
Where appropriate, Frostybox may offer:
A replacement.
A repair.
A refund.
Store credit.
Unless required by law, the following items cannot be returned:
Products that have been used after delivery.
Products damaged through misuse or improper care.
Clearance or final sale items clearly marked as non-returnable.
Gift cards or promotional vouchers.
Personalised or custom-made products.
Once your returned item has been received and inspected, we will notify you of the outcome.
If approved, refunds will be processed using the original payment method wherever possible.
Please allow 5–10 business days for the refund to appear in your account, depending on your payment provider or financial institution.
Shipping charges are generally non-refundable unless the return is due to our error or a faulty product.
Where stock is available, Frostybox may offer an exchange instead of a refund.
If the requested replacement is unavailable, we may offer a refund or store credit.
Customers are responsible for return shipping costs unless:
The incorrect item was supplied.
The item arrived damaged.
The item is defective.
The return is required under applicable consumer protection laws.
We recommend using a tracked courier service when returning products, as Frostybox cannot accept responsibility for items lost or damaged during return transit.
Nothing in this policy limits or excludes any rights you may have under the Consumer Protection Act, 2008, or any other applicable South African law.
Where the Consumer Protection Act provides additional rights or protections, those rights will apply.
To request a return, please contact our customer support team with:
Your order number.
Your full name.
The reason for the return.
Supporting photographs where applicable.
Our team will provide you with return instructions and assist you throughout the process.
Frostybox reserves the right to amend this Returns & Refund Policy at any time. Any changes will take effect upon publication on our website.