Customer policies
Terms, privacy, and returns
The conditions that govern every Duet Frozen order, from checkout to the cold-chain handoff at your door.
Section one
Terms & Conditions
Ordering and buyer responsibilities
By placing an order, you confirm that the delivery details you provide are accurate and that someone can receive the frozen package at the address given. Orders are processed after payment is confirmed and the item is available in the freezer inventory.
Temperature validation at handoff
Frozen products should be checked on arrival. Confirm that items are still hard-frozen and that packaging is intact before accepting the parcel. Report any concern at the moment of delivery so it can be reviewed promptly.
Cold-delivery handoff
Once the courier hands over the order, the buyer takes responsibility for keeping products frozen. Store items promptly at the temperature indicated on the packaging and avoid refreezing products that have fully thawed.
Sections two and three
Privacy Policy and Refunds & Returns
Privacy Policy
We use your contact details and transaction data only to fulfil orders, arrange cold delivery, and answer service questions. Payment and order data are kept secure and are never sold to third parties.
Refunds & Returns
Because our products are perishable, returns are accepted only for items that arrived thawed, damaged, or incorrect. Claims must be reported within the timeframe stated at checkout, with photos of the packaging and delivery label.
Cold-chain integrity
Refund eligibility depends on whether the cold chain was maintained. Products that show signs of thawing and refreezing cannot be accepted for return, so please inspect and store items right away.