Terms of service
FROZN Terms & Conditions
Last updated: 1 September 2026
This website is operated by FROZN LTD (“FROZN”, “we”, “us”, “our”).
FROZN LTD is registered in England and Wales under company number 16896246.
ICO Registration reference: ZC156756
Registered address:
71–75 Shelton Street
Covent Garden
London
United Kingdom
WC2H 9JQ
Email: hello@frozn.co.uk
By using our website, signing up for updates or placing an order with FROZN, you agree to these Terms & Conditions.
Please also read our:
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Privacy Policy
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Cookie Policy
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Delivery & Returns Policy
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Allergens & Food Information
1. About FROZN
FROZN makes frozen food products designed to make real-life meals easier.
Products may be made available through private presale, public preorder, general sale or other limited-release periods.
Where a product is sold on a preorder basis, this will be clearly stated before you place your order together with the expected fulfilment or dispatch timing.
2. Using our website
You may use our website for personal, non-commercial use.
You must not use our website:
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for anything unlawful
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to interfere with the website or its security
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to copy, scrape or misuse our content
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to upload viruses or harmful code
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to impersonate another person
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to infringe our intellectual property or anyone else’s rights
We may suspend or restrict access to the website if we believe it is being misused.
3. Early access and email sign-ups
If you sign up for Early Access or FROZN emails, we may send you launch updates, product news, recipes, restock information and offers.
Early Access subscribers may occasionally be given the opportunity to order a product before it becomes available publicly.
Signing up for Early Access does not itself guarantee:
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product availability
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stock allocation
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a particular price
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or a specific launch date
Early Access subscribers will receive the welcome discount communicated at sign-up, subject to any terms stated with that offer.
An order is only reserved once an order has been successfully placed and payment has been accepted.
You can unsubscribe from marketing emails at any time using the unsubscribe link in our emails.
For more information, please see our Privacy Policy.
4. Product information
We try to make sure all product information on our website is accurate and up to date.
This may include:
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product descriptions
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ingredients
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allergens
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nutrition information
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cooking and reheating instructions
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storage instructions
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images
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pack sizes
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prices
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availability
You should always read the product packaging before eating or serving the product, particularly if you have allergies, intolerances or specific dietary requirements.
Product images are for guidance only. Because food can naturally vary, the actual product may vary slightly in appearance.
5. Allergens and food safety
Food safety matters to us.
Our product information includes allergen and food information where required. However, you are responsible for checking the product packaging and allergen information before eating the product.
If you have a serious allergy, intolerance or dietary requirement, contact us before ordering.
You must follow the storage, reheating and handling instructions provided on the packaging and website.
Once an order has been delivered, you are responsible for storing the product correctly and following the instructions provided.
6. Orders
Placing an order means you are offering to buy the products in your basket.
Payment may be taken when you place your order, including where the product is being sold as a preorder.
You will receive an order confirmation by email after successfully placing your order.
We may refuse, cancel or limit an order if:
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the product is unavailable
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there is an error in the price or product information
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payment is not authorised
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delivery is not available to your address
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we suspect fraud or misuse
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we are unable to fulfil the order safely
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circumstances outside our reasonable control prevent us from supplying the order
If we cancel an order after payment has been taken, we will refund the amount paid for the affected order or items.
7. Preorders
Some FROZN products may be made available before the physical stock is ready for dispatch.
Where you place a preorder:
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payment is taken when the order is placed
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stock from the relevant production batch is allocated against confirmed customer orders
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the expected fulfilment or dispatch timing will be shown before checkout
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your order will remain unfulfilled until stock becomes available for dispatch
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tracking information will be provided once your order is dispatched
Production, testing, transport and fulfilment timings can occasionally change.
If a change is likely to materially affect the expected fulfilment timing communicated when you ordered, we will contact you using the email address provided with your order.
For FROZN’s first production batch, fulfilment is currently expected to begin from 6 October 2026.
8. Preorder cancellations
Because FROZN products are frozen/perishable food products, the usual change-of-mind cancellation rights that apply to many online purchases do not apply in the same way to these products.
However, for our first preorder launch, FROZN is voluntarily offering the following cancellation windows.
Private presale orders
If you order through 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.
Refund amount following a voluntary cancellation
Where we accept a change-of-mind cancellation within the applicable cancellation window, we may deduct any actual non-refundable payment-processing costs already incurred by FROZN in processing that specific order.
The remaining balance will be refunded to the original payment method used for the order.
We do not charge an additional fixed cancellation fee.
After the relevant cancellation deadline, the order is treated as committed for stock allocation and fulfilment planning and change-of-mind cancellations will no longer be accepted.
These voluntary cancellation arrangements apply only to change-of-mind requests and do not affect your statutory rights.
9. Prices and payment
Prices are shown in pounds sterling.
The total amount payable, including any applicable delivery charges, will be shown before you place your order.
Payment is taken using the payment methods available at checkout.
Payment-processing fees charged to FROZN by our payment providers are normally paid by FROZN and are not shown to customers as a separate checkout charge.
If you request a voluntary preorder cancellation under Section 8, any actual non-refundable payment-processing cost already incurred on your individual transaction may be deducted from the cancellation refund as explained in that section.
We may change prices, offers and delivery charges at any time, but changes will not affect orders already placed.
10. Discounts, offers and free delivery
Discount codes, offers, bundles and free-delivery thresholds may be subject to separate terms.
We may change, pause or withdraw offers at any time before an order is placed.
Discounts usually cannot be combined unless we say otherwise.
Free-delivery thresholds apply after discounts unless stated otherwise.
11. Delivery
Delivery areas, delivery days, cut-off times, estimated dispatch times and charges will be shown on our website or at checkout where applicable.
FROZN products are frozen food products and must be handled correctly.
We will take reasonable care to package frozen products appropriately for delivery.
Where an estimated dispatch or fulfilment date is provided for a preorder, it is our current expected timing rather than a guarantee that the parcel will arrive with you on that exact date.
You are responsible for making sure the order can be received or collected promptly after delivery.
You should unpack frozen products as soon as possible and place them in the freezer immediately.
If your order arrives:
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damaged
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significantly thawed
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with missing items
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with incorrect items
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or otherwise not in the condition reasonably expected
contact us as soon as possible at:
hello@frozn.co.uk
Please include your order number and photographs where possible so we can investigate.
For full details, see our Delivery & Returns Policy.
12. Returns, refunds and problems with an order
The preorder cancellation rules in Section 8 relate only to customers changing their mind.
They do not affect your legal rights where products are:
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faulty
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damaged
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unsafe
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incorrect
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not as described
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or otherwise not supplied as required by law
If FROZN is unable to fulfil your order as agreed, we will contact you and explain the options available, which may include a refund where required.
If there is a problem with your order, contact:
hello@frozn.co.uk
We may ask for:
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your order number
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photographs
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delivery information
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details of the issue
so that we can investigate and resolve the problem.
We do not deduct payment-processing costs from refunds that you are legally entitled to receive because of a fault, incorrect order, failure by FROZN to supply the goods as required, or another applicable statutory right.
For full details, see our Delivery & Returns Policy.
13. How preorder cancellation refunds are processed
To request cancellation within an applicable voluntary preorder cancellation window, email:
hello@frozn.co.uk
Please include your name and order number.
If the request is eligible:
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we will confirm that the cancellation request was received within the applicable deadline
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we will cancel the relevant Shopify order
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any actual non-refundable payment-processing cost applicable to that specific order may be deducted
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the remaining balance will be refunded to the original payment method
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the cancelled stock will be returned to available inventory where appropriate
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the order will be removed from or cancelled within our fulfilment process
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we will confirm the cancellation and refund by email
The time it takes for refunded money to appear in your account may depend on your bank or payment provider.
14. Recalls and product safety notices
FROZN maintains food traceability and product-safety procedures to enable us to identify affected products and take appropriate action where required.
If we become aware of a safety, labelling, allergen or other issue that requires a product withdrawal or recall, we will take appropriate action in accordance with applicable food-safety requirements.
Where a product has reached consumers, we may contact affected customers using the contact information provided with their order and may also publish information through our website, email or other appropriate communication channels.
Any recall notice will explain the affected product and batch, the reason for the recall and what customers should do next.
If you become aware of a potential safety issue involving a FROZN product, please contact us immediately at hello@frozn.co.uk.
15. Intellectual property
All content on the FROZN website belongs to FROZN LTD or is used with permission.
This includes our:
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name
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logo
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brand assets
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text
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photography
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graphics
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design
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product names
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recipes
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videos
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other content
You may not copy, reproduce, distribute, edit, publish or use our content for commercial purposes without our written permission.
You may share our public content for personal, non-commercial use, provided you credit FROZN and do not suggest that we endorse you or your business unless we have agreed this in writing.
16. User content, feedback and reviews
If you send us feedback, reviews, photographs, recipe ideas, survey answers or other content, you confirm that you have the right to share it with us.
We may use feedback to improve FROZN, our products, our website and customer experience.
We will ask for permission before using identifiable customer photographs, testimonials or user-generated content in marketing where required.
You must not send content that is unlawful, offensive, misleading, defamatory, infringes someone else’s rights or contains viruses or harmful code.
17. Third-party links and tools
Our website may include links to third-party websites or services, including Shopify, email providers, social platforms, payment providers and delivery services.
We are not responsible for third-party websites, services, content, privacy practices or terms.
You should read their terms and policies before using them.
18. Shopify
Our website is powered by Shopify.
Shopify helps us provide our online store, checkout, payment and related services.
Any sale made through our website is between you and FROZN LTD, not Shopify.
19. Website availability and errors
We try to keep the website available and accurate, but we cannot guarantee that it will always be uninterrupted, error-free or fully up to date.
We may update, suspend or change parts of the website at any time.
If we notice an error in product information, pricing, availability or delivery information, we may correct it and, where necessary, contact customers with affected orders.
20. Our liability
Nothing in these Terms limits or excludes liability where it would be unlawful to do so, including liability for:
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death or personal injury caused by negligence
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fraud or fraudulent misrepresentation
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your statutory consumer rights
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any other liability that cannot lawfully be excluded
We are not responsible for losses that were not reasonably foreseeable when the contract was made, or for business losses where products were purchased for personal or household use.
You are responsible for following product storage, reheating and handling instructions after delivery.
These Terms do not affect your statutory rights.
21. Privacy
How we collect and use personal information is explained in our Privacy Policy.
Please also read our Cookie Policy for information about cookies and similar technologies.
22. Changes to these Terms
We may update these Terms from time to time.
The latest version will always be available on our website.
The version that applies to an order will be the version in place when that order is placed.
23. Governing law
These Terms are governed by the laws of England and Wales.
If you are a consumer, you may bring legal proceedings in the courts of the part of the United Kingdom where you live.
24. Contact us
FROZN LTD
Company number: 16896246
71–75 Shelton Street
Covent Garden
London
United Kingdom
WC2H 9JQ
Email: hello@frozn.co.uk