Refund Policy

1. Our Policy Overview

Because our products are perishable frozen food, we cannot accept returns once an order has been delivered and accepted. This is both a food safety requirement and standard practice for frozen goods.

However, if there is a genuine issue with your order — wrong items, damaged packaging, or a product defect — we will resolve it at no cost to you.

🛡️ We take quality seriously. If something is wrong with your order, contact us within 24 hours and we'll make it right.

2. What Is & Isn't Eligible

✓ ELIGIBLE

Wrong products delivered
Missing items from your order
Packaging visibly damaged on delivery
Product quality defect reported within 24 hours
Order cancelled before it has been packed

✗ NOT ELIGIBLE

Change of mind after delivery
Products already thawed by customer
Improper storage after delivery
Issues reported more than 24 hours after delivery
Products partially consumed

3. How to Claim

If you have a valid issue with your order, here's what to do:

Take clear photos of the issue (damaged packaging, wrong items, etc.) as soon as you notice.
Contact us on WhatsApp at +27 69 427 4833 within 24 hours of delivery.
Send us your order details and photos of the problem.
We'll assess the issue and offer a replacement, credit, or refund — whichever is most appropriate.

4. How We Resolve It

Depending on the nature of the issue, we'll offer one of the following resolutions:

🔄

Replacement

We'll deliver the correct or replacement product to you at no extra charge.

💳

Store Credit

Applied to your next order — valid indefinitely.

💸

Full Refund

Refunded to your original payment method within 3–5 business days.

5. Order Cancellations

You may cancel your order before it has been packed and dispatched for a full refund. Once packing has started, the order cannot be cancelled.

To cancel, contact us immediately via WhatsApp with your order details. We'll confirm whether cancellation is still possible and process your refund within 3–5 business days.

6. Refund Processing

Approved refunds are processed back to the original payment method used at checkout (credit card, debit card, or EFT via PayFast). Refunds typically appear within 3–5 business days depending on your bank.

We will send you a WhatsApp confirmation once the refund has been initiated on our side.

7. Food Safety Notice

For the safety of all customers, we cannot accept physical returns of food products. Once frozen chicken products leave our possession and are accepted by the customer, they cannot be returned or exchanged for hygiene and safety reasons.

Keep frozen at all times until cooking
Do not refreeze once thawed
Cook to an internal temperature of at least 75°C
Consume before the use-by date on packaging

8. Your Consumer Rights

Nothing in this policy limits your rights under the Consumer Protection Act 68 of 2008 (CPA). If you believe your consumer rights have not been upheld, you may contact the National Consumer Commission at thencc.org.za.