Returns Policy

RenderFrost Coldroom: Return & Exchange Policy

At RenderFrost Coldroom, your satisfaction and the quality of our frozen products are our top priorities. Due to the perishable nature of frozen foods, our return and exchange policy is designed to ensure food safety and quality.

1. Non-Returnable Items (Standard Policy)

All sales of frozen food products are final.

• For food safety and quality control reasons, we cannot accept returns or exchanges on any frozen food item that has been delivered and accepted by the customer.
• Once a product leaves our controlled coldroom environment and is in your possession, we cannot guarantee it has been maintained at the appropriate temperature.

2. Exceptions for Refund or Replacement (The RenderFrost Guarantee)

We will gladly offer a refund or replacement only in the following circumstances:

A. Damaged or Compromised Products Upon Delivery

If your order arrives damaged, spoil or otherwise compromised due to an issue on our end (e.g., inadequate packing, or physical damage to the product packaging):

1. Contact Us Immediately: You must contact RenderFrost Coldroom Customer Service within 4 hours of the delivery time indicated by the courier.
2. Provide Photographic Evidence: You must provide clear photographs of the damaged or compromised product and the packaging.
3. Hold the Product: Please do not discard the item until you have received confirmation from us.

Upon verification, we will offer you a full refund for the compromised item(s) or a replacement shipped free of charge on your next available delivery date.

B. Incorrect Item Shipped

If you receive an item that is different from what you ordered:

1. Contact Us Promptly: You must notify us within 6 hours of delivery.
2. Provide Proof: You may be asked to provide photographic evidence of the incorrect item.

Upon verification, we will offer a full refund for the incorrect item or send the correct product to you free of charge. We may ask you to safely dispose of the incorrect, perishable item.

3. Policy Regarding Customer Actions

We cannot offer a refund or replacement for issues arising from customer actions, including but not limited to:

• Change of Mind: We do not accept returns for "buyer's remorse."
• Improper Storage: Thawing or spoilage that occurs after the initial 4-hour delivery window.
• Missed Delivery: Products that spoil because a customer was not available to receive the delivery on the agreed-upon date/time and the items were left out of refrigeration for an extended period. (Please see our Delivery Policy for more details on receiving orders.)
• Taste/Preference: We cannot refund or exchange items based on personal taste or preference.
• Allergies: Customers are responsible for reading all ingredients and nutritional information on the product page before ordering.

4. How to Initiate a Claim

To report a damaged, compromised, or incorrect item:

1. Email: Send an email to renderfrostcoldroomltd
2. Subject Line: Please use the subject line: CLAIM - Order # [Your Order Number]
3. Details: Include your order number, a description of the issue, and the required photographic evidence.

Our customer service team will review your claim and respond within 12 – 24 hrs

5. Refund Processing

• Refunds will be processed back to the original method of payment used for the purchase.
• Please allow 1 – 5 business days for the refund to appear in your account, depending on your bank or card issuer.