Returns & Refunds

FrozenMart is committed to ensuring every order arrives in good condition. Because we deal exclusively in frozen and perishable food, we take quality issues seriously and aim to resolve all valid complaints quickly and fairly.

This policy applies to all orders placed through the FrozenMart platform and delivered by FrozenMart riders.

We accept return or refund requests for the following reasons:

• Wrong item delivered (e.g. you ordered chicken and received fish)
• Missing items from your order
• Item arrived visibly damaged, spoiled, or with broken packaging
• Item arrived thawed or no longer frozen due to a delivery delay on our part
• Order was never delivered

The following situations are not eligible for a refund:

• Change of mind after the order has been accepted by the vendor
• Incorrect delivery address provided by the customer
• Damage caused after delivery and receipt of the order
• Quality complaints raised more than 2 hours after delivery
• Items purchased during a sale or with a promo code, unless the item was wrong or missing

4.1. You must report any issue within 2 hours of delivery (or within 2 hours of the expected delivery time for undelivered orders).

4.2. To raise a complaint, contact us via:

• WhatsApp or in-app support chat
• Email: hello@frozenmart.ng

4.3. When reporting, please include your order reference number, a description of the issue, and where possible, a photo of the item received.

5.1. Once your complaint is reviewed and verified (usually within 24 hours), we will notify you of the outcome.

5.2. Approved refunds are processed within 24–48 hours using one of the following methods:

• Reversal to your original payment method (debit card or bank transfer)
• Credit to your FrozenMart wallet for use on a future order

5.3. The refund method will be agreed upon with you at the time of resolution.

5.4. FrozenMart reserves the right to offer a replacement delivery instead of a refund where appropriate.

6.1. Vendors are responsible for the accuracy, packaging, and quality of items dispatched. Where a refund is caused by vendor error, the cost is borne by the vendor.

6.2. Repeated quality issues from a vendor may result in their listing being suspended or removed from the platform.

If you are unsatisfied with the outcome of your complaint, you may escalate it by emailing legal@frozenmart.ng. We aim to resolve all escalated disputes within 5 business days.

For return or refund queries, contact us at hello@frozenmart.ng or through the Help page.