Refund Policy

1. Delivery Schedule and Timeframe

Delivery Days

Orders will only be delivered on specific days of the week. Customers will be informed of the available delivery days when placing their orders.

Delivery Timeframe

Delivery will be completed within the specified timeframe (e.g., X hours/days) from the time the order is confirmed. The exact delivery window will be communicated to the customer upon order confirmation.

2. Cancellation and Refusal of Orders

If a customer places an order but refuses to accept it upon delivery:

  • The customer will be charged the delivery fee, and the order will be returned to Tender Frozen.
  • Refunds or returns are not allowed for perishable frozen food items to maintain food safety standards.

3. Incorrect or Mistaken Orders

In the event of receiving the wrong order, the following applies:

  • The customer must notify Tender Frozen within 24 hours of delivery.
  • The incorrect order will either be replaced with the correct one at no additional cost, or the customer will receive a refund for the items they did not receive.
  • Customers may be required to provide evidence (e.g., photos) of the incorrect order for verification purposes.

4. Payment Policy

Payment Method

All payments must be made via Fawry. Customers will receive a payment reference number to complete the payment through the Fawry network before the order is confirmed and processed.

Tender Frozen also accepts cash payments upon delivery.

Order Confirmation

Orders will only be processed after the payment is successfully received through Fawry.

5. Additional Guidelines

Order Changes: Once an order is confirmed, changes may not be accepted depending on the preparation and delivery process.

Customer Responsibility: It is the customer’s responsibility to ensure someone is available to receive the order during the agreed delivery window.

Frozen Food Handling: Upon delivery, customers are strongly advised to immediately store their frozen food items in the freezer to maintain quality and freshness.

6. Contact and Support

For any questions, complaints, or concerns regarding your order, please contact Tender Frozen at:

  • Phone: 01280188888