At FLUFFIN Frozen Foods, we take pride in the quality of our products. Because our items are frozen foods products, refunds and returns are handled in accordance with food safety and hygiene regulations.
Please review the information below carefully before placing an order.
Returns
Due to the perishable and frozen nature of our products, we are unable to accept returns once an order has left our facility, unless the product is damaged, defective, or incorrect at the time of delivery.
Refunds
Refunds will only be considered in the following circumstances:
- The incorrect product was supplied
- The product was damaged during delivery
- There is a verified quality or safety concern
Where a refund is approved, it will be processed using the original method of payment. Please allow 5-10 business days for the refund to reflect, depending on your payment provider.
Order Issues
If you experience any issues with your order, please notify us within 24 hours of delivery. This allows us to investigate the matter while maintaining proper food safety controls.
How to Report an Issue
To report a problem, please email info@fluffin.co.za with the following information:
- Your order number
- A description of the issue
- Clear photographs where applicable
Our team will review your enquiry and respond as soon as possible.
Non-Refundable Situations
Refunds will not be issues for:
- Change of mind
- Incorrect storage or handling after delivery
- Products that have ben partially or fully used
- Orders where the issue was reported outside the required timeframe
This policy is designed to protect both our customers and our food safety standards. FLUFFIN Frozen Foods complies with applicable South African food safety regulations and best practices.