Refund policy
Returns & Refunds Policy
Last updated: 1 September 2026
This Returns & Refunds Policy applies to purchases made from FROZN LTD (“FROZN”, “we”, “us”, “our”) through frozn.co.uk.
FROZN LTD is registered in England and Wales under company number 16896246.
Email: hello@frozn.co.uk
Please also read our:
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Terms & Conditions
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Delivery Policy
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Privacy Policy
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Allergens & Food Information
1. Frozen and perishable products
FROZN products are frozen/perishable food products.
Because of the nature of these products, the usual change-of-mind cancellation and return rights that apply to many online purchases do not apply in the same way to FROZN products.
This does not affect your statutory rights if a product is faulty, damaged, unsafe, incorrect, not as described or otherwise not supplied as required by law.
2. Preorder cancellations
For our first production batch, FROZN is voluntarily offering limited cancellation windows before orders are committed for stock allocation and fulfilment.
Private presale orders
If you place an order during the private Early Access presale, you may request cancellation before:
18 September 2026 at 09:00 UK time
Your cancellation request must reach us before this deadline.
Public preorder orders
If you place an order during the public preorder period, you may request cancellation before:
27 September 2026 at 09:00 UK time
Your cancellation request must reach us before this deadline.
After the applicable deadline, the order is treated as committed for stock allocation and fulfilment planning and change-of-mind cancellations will no longer be accepted.
These are voluntary cancellation periods offered by FROZN and do not affect any statutory rights you may have.
3. Refunds for preorder cancellations
If we accept a change-of-mind cancellation within the applicable cancellation period, we may deduct any actual non-refundable payment-processing cost already incurred by FROZN in connection with that specific transaction.
We do not charge an additional fixed cancellation or administration fee.
The remaining balance will be refunded to the original payment method.
For example, if your payment provider has already charged FROZN a processing fee that is not returned when your transaction is refunded, that actual cost may be deducted from your voluntary cancellation refund.
Any deduction will relate only to the actual unrecoverable cost incurred on your order.
4. How to cancel an eligible preorder
To request cancellation before your applicable deadline, email:
hello@frozn.co.uk
Please include:
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your name
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your order number
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the email address used to place the order
We will check that your request was received within the applicable cancellation period.
If eligible, we will:
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cancel your order
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calculate any actual non-refundable payment-processing cost already incurred on that transaction
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refund the remaining balance to your original payment method
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remove the order from our fulfilment process where applicable
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confirm the cancellation and refund by email
Once we issue a refund, the time it takes to appear in your account depends on your bank or payment provider.
5. If FROZN cancels your order or cannot fulfil it
If we cancel your order, cannot supply the products you ordered, or are otherwise unable to fulfil the order as agreed, we will contact you.
Where a refund is due because FROZN is unable to fulfil the order, we will refund the amount you are legally entitled to receive to the original payment method.
We will not deduct FROZN's payment-processing costs from a refund arising because we cancelled or failed to fulfil the order as required.
6. Change of mind after the cancellation deadline
Once the relevant preorder cancellation deadline has passed, we do not accept cancellations or refunds simply because you:
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changed your mind
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ordered too much
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no longer want the product
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do not have enough freezer space
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forgot that the order was a preorder
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no longer need the order
The preorder status, payment timing, expected fulfilment timing and applicable cancellation deadline will be communicated before you place your order.
This does not affect your statutory rights if there is a problem with the product or order.
7. Returns of frozen food
Because FROZN products are frozen/perishable food products, we do not normally ask customers to physically return food products to us.
Please do not send frozen food back to FROZN unless we specifically ask you to do so.
If there is a problem with your order, contact us first so we can investigate and tell you what to do next.
8. Damaged, thawed, faulty or incorrect orders
Please contact us as soon as reasonably possible if your order:
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arrives damaged
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arrives significantly thawed or in a condition that causes you concern
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contains the wrong product or quantity
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has missing items
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appears faulty or unsafe
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is not as described
Email:
hello@frozn.co.uk
Please provide, where possible:
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your order number
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a description of the issue
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photographs of the products
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photographs of the outer packaging
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photographs of the frozen packaging/insulation where relevant
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any other information that may help us investigate
For delivery-temperature or condition issues, contacting us as soon as possible after delivery, ideally within 24 hours, helps us investigate what happened.
However, this request does not remove or reduce any statutory rights you may have.
If you believe a food product may be unsafe, do not consume it while the issue is being investigated.
9. What happens if there is a problem with your order
We will review the information you provide and may offer, where appropriate:
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a replacement
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a refund
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a partial refund
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another remedy required by law
The appropriate resolution will depend on the circumstances.
Nothing in this policy limits your legal rights where goods are faulty, damaged, unsafe, incorrect or not as described.
10. Missing or incorrect items
If part of your order is missing or you receive an incorrect product, contact us at:
hello@frozn.co.uk
Please include your order number and details of what is missing or incorrect.
We will investigate and arrange an appropriate resolution.
11. Delivery problems
If your parcel is delayed, lost, damaged in transit or otherwise affected during delivery, contact us as soon as possible.
Please see our Delivery Policy for full information about:
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delivery areas
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dispatch timing
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tracking
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receiving frozen deliveries
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missed or failed deliveries
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delivery-condition issues
Your statutory rights are not affected by this policy.
12. Refund method
Approved refunds will normally be returned to the original payment method used to place the order.
We cannot normally redirect a card/payment refund to another payment method or bank account.
Once FROZN has issued the refund, your bank or payment provider may take additional time to process and display it.
13. Discounts and promotional orders
Products purchased using:
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a welcome discount
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Early Access discount
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promotional code
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bundle price
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free-delivery offer
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other promotion
have the same statutory rights as products purchased at full price.
Where a voluntary preorder cancellation is accepted, any refund will be based on the amount actually paid for the order, subject to the cancellation provisions above.
14. Statutory rights
Nothing in this Returns & Refunds Policy is intended to exclude, restrict or replace rights you have under applicable UK consumer law.
In particular, this policy does not restrict your rights where goods are:
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faulty
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unsafe
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damaged
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not of satisfactory quality
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not fit for purpose where applicable
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not as described
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or otherwise not supplied in accordance with the law
15. Contact us
For cancellation, refund or order-related questions:
FROZN LTD
Company number: 16896246
71–75 Shelton Street
Covent Garden
London
United Kingdom
WC2H 9JQ
Email: hello@frozn.co.uk