Refund and Return Policy

Last updated: 31 August 2026

At Dry Ice 4 Farming, we want you to be satisfied with your order. Because dry ice is a perishable product that sublimates (turns from solid to gas) over time, our returns process differs from that of standard retail goods. This policy explains your rights and our process, in line with the Consumer Protection Act 68 of 2008.

1. Perishable Product Notice

Dry ice cannot be returned once delivered and accepted, as it naturally sublimates and cannot be resold or reused. For this reason, we are unable to offer “change of mind” returns or exchanges on dry ice itself once it has left our premises or depot.

This policy does not limit your statutory rights regarding faulty, damaged, or incorrectly supplied goods.

2. Damaged, Faulty, or Incorrect Orders

If your order arrives damaged, is materially deficient (for example, significantly short-weight due to a packaging failure rather than normal sublimation), or does not match what you ordered, please contact us within 24 hours of delivery:

  • Email: info@dryice.co.za
  • Telephone: (010) 040 3201 / (012) 810 0500

To help us resolve this quickly, please provide: – your order number and proof of purchase; – photos of the product, packaging, and any damage, taken as soon as possible after delivery; and – a brief description of the issue.

We will investigate and, where the claim is valid, offer one of the following at our discretion: – a replacement of the affected product at no extra charge; – a partial or full refund; or – store credit toward a future order.

3. Non-Perishable Items (Containers, Coolers, Blasting Equipment, Accessories)

Where you have purchased non-perishable items such as insulated containers, cooler boxes, or equipment: – these may be returned within 7 days of delivery if unused, unopened, and in their original packaging; – proof of purchase is required; – the customer is responsible for return shipping costs unless the item is faulty or was incorrectly supplied, in which case we will cover the cost; and – refunds for approved returns will be processed within 7–10 business days of us receiving and inspecting the returned item.

Equipment sold with a manufacturer’s warranty will be handled in accordance with the terms of that warranty; please contact us and we will assist in facilitating the claim.

4. Order Cancellations

  • Orders may be cancelled free of charge before dispatch. Please contact us as soon as possible, as dry ice orders are often prepared and dispatched quickly.
  • Once an order has been dispatched or dry ice has been manufactured/allocated specifically for your order, cancellation may not be possible, or a cancellation fee may apply to cover product and logistics costs already incurred.

5. Refund Method and Timing

Where a refund is approved: – refunds will be paid back via the original payment method used at checkout, wherever possible; – please allow 5–10 business days for the funds to reflect in your account, depending on your bank; and – we will notify you by email once a refund has been processed.

6. Failed or Delayed Delivery

If a delivery fails due to an error on our part (e.g. incorrect dispatch, courier failure not caused by an incorrect address or unavailability at the delivery point), we will, at your choice, arrange a re-delivery at no additional cost or issue a refund.

If a delivery attempt fails because no one was available to receive a perishable order at the agreed address/time, we are unable to guarantee the condition of the product on a second attempt, and additional delivery charges may apply.

7. How to Request a Refund or Return

  1. Contact us by email or phone within the applicable timeframe above.
  2. Provide your order number, proof of purchase, and (where applicable) photos of the issue.
  3. We will assess your request and respond within 2 business days.
  4. If approved, we will confirm the next steps (replacement, refund, or credit) and expected timing.

8. Contact Us

  • Email: info@dryice.co.za
  • Telephone: (010) 040 3201 / (012) 810 0500
  • Address: 259 Vonkprop Street, Silverton, Pretoria, South Africa

This policy forms part of, and should be read together with, our Terms and Conditions and Shipping Policy.