Refund and Returns Policy

Frostac (Pty) Ltd – Returns and Refunds Policy

At Frostac (Pty) Ltd, customer satisfaction is important to us. However, due to the nature of our products, returns will only be accepted under specific conditions as outlined below.

1. General Return Policy

  • Returns will only be accepted if the product is deemed defective or damaged upon receipt.

  • All return requests are subject to approval at Frostac’s sole discretion and must be submitted within 7 days of the original purchase date.

  • No returns will be processed without prior authorization.

2. Return Authorisation (RMA)

  • All valid return claims must be accompanied by a Return Merchandise Authorisation (RMA) number.

  • To request an RMA number, please contact our support team and complete a RMA Request Form.

  • Once approved, the RMA number and return instructions will be provided.

3. Return Conditions

  • Items must be returned in original packaging and in a resalable, unused condition.

  • If returned by courier or post, items must be properly packaged to prevent damage in transit.

  • Any product that arrives damaged due to poor packaging may result in the claim being rejected.

4. Warranty Claim Outcomes

If your return is approved under warranty, one of the following resolutions may apply:

a. Repair

  • Where feasible, Frostac will repair the item at no cost.

  • If the damage is not covered under manufacturer’s warranty, we may offer a repair at the customer’s cost. A quotation will be provided, and acceptance is optional.

b. Replacement

  • At Frostac’s discretion, the item may be replaced with the same make and model.

  • If unavailable, an alternative product may be offered or ordered.

c. Store Credit

  • Customers may opt for store credit equal to the returned item’s value.

  • A 10% handling fee will be deducted before the credit is applied.

d. Refund

  • Customers may request a refund for the value of the item.

  • A 20% handling fee will be deducted from the total refund amount.

  • Refunds will only be processed once a Refund Request Form (RRF) is completed and submitted.

  • Refunds may take up to 21 working days. For refunds exceeding R20,000, additional processing time may be required.

  • Customers are responsible for providing correct banking information. Frostac will not be liable for errors or losses due to incorrect details.

5. Special Conditions

  • All returned items are subject to inspection and a 20% handling fee, deducted from the final refund or credit.

  • Returned products must be unused, in original packaging, and include all original tags and labels.

  • Special Order items are non-returnable and non-refundable.

  • Branded, custom, PPE, or related products are non-returnable, unless proven defective or damaged upon delivery.

6. Order Cancellations

  • If an order is cancelled within 6 months of purchase, a 20% cancellation fee will apply.

  • Frostac reserves the right to decline cancellations or apply a higher cancellation fee for Special Order items.

For any return, exchange, or refund queries, please contact our Customer Service team directly.