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Returns & Refund Policy

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1. Introduction

Welcome to FrostMart ("FrostMart", "we", "our", or "us").

We are committed to providing quality products and excellent customer service. This Returns & Refund Policy explains the conditions under which products may be returned, exchanged, repaired, or refunded.

This policy should be read together with our Privacy Policy, Payment Policy, Terms & Conditions, Shipping & Delivery Policy, and Warranty Policy.

By placing an order with FrostMart, you agree to this Returns & Refund Policy.

2. Business Information

Business Name: FrostMart

Business Address:
75 Century Blvd
Riversands
Midrand, 1682
Gauteng
South Africa

Email: info@frostmart.co.za

Telephone: +27 76 705 7442

Business Hours

Monday – Friday: 08:30 – 17:30
Saturday: 08:30 – 15:00
Sunday: Closed

3. Return Eligibility

You may request to return an eligible product if:

  • The product was delivered damaged.

  • The incorrect product was supplied.

  • The product has a manufacturing defect.

  • The product is incomplete or missing components.

  • The product is returned in accordance with applicable South African consumer protection laws.

To be eligible for a return, where applicable, the product should:

  • Be returned with all accessories, manuals, and included components.

  • Be accompanied by proof of purchase.

  • Be returned in a reasonably clean condition.

  • Not have been intentionally damaged, misused, altered, or modified after delivery.

Nothing in this policy limits your statutory rights under the Consumer Protection Act.

4. Change-of-Mind Returns

Where permitted by law and subject to FrostMart's discretion, we may accept returns for a change of mind.

To qualify:

  • The request should be made within 7 calendar days of delivery.

  • The product must be unused and in substantially the same condition as received.

  • The original packaging should be included where reasonably possible.

  • All accessories, manuals, cables, and supplied components must be returned.

The following costs may be deducted from any approved refund, where permitted by law:

  • Collection or return shipping charges.

  • Costs to restore the product to a saleable condition if it has been used beyond what is reasonably necessary to inspect it.

Products specially ordered for a customer or customised products may not qualify for change-of-mind returns.

5. Damaged, Defective or Incorrect Products

If your order arrives:

  • Damaged

  • Defective

  • Incomplete

  • Different from what you ordered

please notify FrostMart as soon as reasonably possible after delivery.

We may request:

  • Photographs of the product and packaging.

  • Your order number.

  • A description of the issue.

Depending on the circumstances and applicable law, FrostMart may:

  • Replace the product.

  • Repair the product.

  • Exchange the product.

  • Refund the purchase price.

6. Products That May Not Be Eligible for Return

To the extent permitted by law, returns may not be accepted for:

  • Products damaged due to misuse, negligence, abuse, or improper installation.

  • Products modified or repaired by unauthorised persons.

  • Products showing damage caused after delivery.

  • Products returned without proof of purchase where ownership cannot reasonably be verified.

  • Clearance or end-of-line products clearly identified as final sale (unless defective or otherwise protected by law).

  • Special-order or customised products, unless faulty or otherwise required by law.

Nothing in this section limits your statutory consumer rights.

7. Inspection of Returned Products

All returned products may be inspected before a refund, replacement, or exchange is approved.

Where inspection determines that the reported issue was caused by misuse, accidental damage, improper installation, or unauthorised modifications, the return or warranty claim may be declined to the extent permitted by law.

8. Refunds

Once an approved return has been inspected, FrostMart will process the applicable refund.

Approved refunds will generally be made using the original payment method wherever reasonably possible.

Refund processing times may vary depending on:

  • Your bank.

  • Your payment provider.

  • Your card issuer.

  • The payment gateway used.

Original delivery charges are generally non-refundable unless required by law or where the return results from our error.

9. Exchanges

Where stock is available, FrostMart may offer an exchange instead of a refund.

If the replacement product differs in price:

  • Any additional amount payable must be settled before dispatch.

  • Any balance owing to the customer will be refunded using the original payment method where reasonably possible.

10. Return Shipping

If a return is approved because:

  • The wrong product was supplied.

  • The product is defective.

  • The product arrived damaged due to delivery.

FrostMart will arrange collection or provide reasonable instructions for returning the product at no additional cost to you, where applicable.

For approved change-of-mind returns, the customer may be responsible for return shipping and any applicable collection costs.

11. Consumer Rights

Nothing in this Returns & Refund Policy excludes, limits, or restricts any rights you may have under the Consumer Protection Act, 2008, or any other applicable South African legislation.

Where there is any inconsistency between this policy and applicable law, the applicable law will prevail.

12. Fraud Prevention

To protect both our customers and our business, FrostMart reserves the right to investigate returns that appear fraudulent, abusive, or inconsistent with normal consumer use.

Claims involving false information, altered products, or suspected fraud may be declined where permitted by law.

13. Personal Information

Any personal information collected during the return, exchange, repair, or refund process is processed in accordance with our Privacy Policy.

Your information will only be used to:

  • Verify your identity.

  • Process your return or refund.

  • Arrange product collection where required.

  • Comply with legal obligations.

  • Prevent fraud.

FrostMart does not sell or rent your personal information.

14. Changes to This Policy

FrostMart may update this Returns & Refund Policy from time to time to reflect changes in legislation, business practices, or operational requirements.

The latest version will always be published on our website with the updated effective date.

15. Contact Us

If you have any questions regarding returns, exchanges, repairs, or refunds, please contact us.

FrostMart

Business Address:
75 Century Blvd
Riversands
Midrand, 1682
Gauteng
South Africa

Email: info@frostmart.co.za

Telephone: +27 76 705 7442

Business Hours

Monday – Friday: 08:30 – 17:30
Saturday: 08:30 – 15:00
Sunday: Closed

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