• If you receive a product that is damaged, incorrect, or does not meet our quality standards, please reach out within 48 hours of delivery.
• Provide your order number, a description of the issue, and attach clear photos or videos as evidence.
• Upon verification, we'll offer either a replacement (no cost shipping within pakistan) or a full refund, based on your preference.
2. Ineligible for Refund or Replacement
Requesting a return or refund for reasons such as:
• Change of mind
• Personal taste (e.g. didn’t like the flavour)
• Incorrect delivery address provided by customer
• Delayed or lost shipments due to delivery carrier issues
These scenarios are not covered under this policy.
Order Cancellations
• You may cancel an order within 1 hour of placement, provided it hasn’t been prepared for dispatch.
• Once the order is dispatched, cancellation requests cannot be accommodated.
,4. How Returns or Replacements Are Handled
• Report the issue within 48 hours via email at support@frostoons.pk, including order number and supporting evidence.
• Our team will assess and respond within 1 business day with a proposed resolution.
If approved:
• You’ll receive a replacement (same or comparable product).
• Or a refund processed via the original payment method in ~7–10 business days.
5. Refund Timeline
• Approved refunds are processed within 2 business days, though the funds may take 5–10 additional days to appear depending on your bank or payment provider.
6. No-Show Coverage
• If the delivery fails due to reasons beyond our control (e.g. the recipient was unreachable), a refund or replacement will not be issued.
• If delivery fails due to our error (e.g. incorrectly processed order), we will compensate accordingly.
7. Shipping Costs
• Shipping and handling charges are non-refundable in all cases unless the fault lies solely with Frostoons (e.g. wrong or damaged product).
• If you return an item, you are responsible for return shipping costs unless otherwise agreed.
8. Policy Updates
• Frostoons reserves the right to update or change this policy at any time.
• Any changes will be posted on our website, and will apply to all orders placed after the effective date.
Contact us for questions or concerns, feel free to reach out us:
Please include your order number, details of the issue, and any supporting images or videos for faster assistance. Email: info@frostoons.com
