Refund policy

Return & Refund Policy

Last Updated: September 28, 2026

At JAN’s Frozen Food, customer satisfaction, product quality, and food safety are important to us. Due to the perishable and temperature-sensitive nature of frozen food products, returns and refunds are handled according to the conditions outlined below.

1. Advance Payment Required

Advance payment is required before placing and confirming an order with JAN’s Frozen Food.

An order will only be considered confirmed after the required advance payment has been successfully received and verified.

Customers should carefully review their order details, including products, quantities, delivery information, and total amount, before making the advance payment.

2. Returns

Because our products are frozen and perishable, we generally do not accept returns or exchanges once an order has been delivered, particularly if the product has been opened, used, improperly stored, or removed from appropriate frozen storage conditions.

This policy helps us maintain food safety, hygiene, and product quality standards.

3. Damaged, Defective, or Incorrect Products

If you receive a product that is:

  • Damaged at the time of delivery

  • Defective or spoiled upon arrival

  • Different from the product you ordered

  • Missing from your order

Please contact us as soon as possible after receiving your order.

We may request your order details, photographs, or videos of the affected product and packaging to verify the issue.

After verification, JAN’s Frozen Food may provide a suitable replacement or refund, depending on the circumstances and product availability.

4. Refund Eligibility

A refund may be considered when:

  • The wrong product was delivered.

  • The product arrived damaged or in an unacceptable condition.

  • A confirmed order could not be fulfilled by JAN’s Frozen Food.

  • Another verified issue occurred for which JAN’s Frozen Food is responsible.

Refund requests based solely on a change of mind, personal taste preference, or improper storage after delivery are generally not eligible.

5. Advance Payment & Cancellation

If a customer wishes to cancel an order after making an advance payment, they should contact JAN’s Frozen Food immediately.

If the order has not yet been processed, prepared, or dispatched, a cancellation and refund may be considered.

Once an order has been prepared, processed, or dispatched, the advance payment may become non-refundable, due to the perishable nature of our products and costs already incurred in preparing the order.

If JAN’s Frozen Food is unable to fulfill a confirmed and paid order, the applicable advance payment will be refunded or another suitable arrangement will be offered to the customer.

6. Food Storage Responsibility

Frozen products should be transferred to appropriate frozen storage promptly after delivery.

JAN’s Frozen Food cannot be held responsible for deterioration, melting, spoilage, or loss of product quality resulting from improper handling or storage after successful delivery.

7. Refund Processing

If a refund is approved, it will be processed through an available and mutually agreed payment method.

Processing times may vary depending on the payment method or financial institution involved.

8. Contact Us

For order cancellations, returns, refunds, or other order-related concerns, please contact:

JAN’s Frozen Food
Address: Ibrahim Street opposite To Army Flats Gulberg No 2 
Jan's Frozen Foods
Phone: 0334-9203000
Email: hanbalsimi@gmail.com

Please provide your order details and relevant evidence when reporting an issue so that we can review your request efficiently.

By placing an order and making an advance payment to JAN’s Frozen Food, the customer acknowledges and agrees to this Return & Refund Policy.