The Karoo Deli: Return & Refund Policy

At The Karoo Deli, we pride ourselves on the quality of our authentic Karoo produce. If you are not entirely satisfied with your purchase, we are here to help. Our policy is designed to be fair to you while complying with the South African Consumer Protection Act (CPA).

1. Perishable Goods (Meat, Dairy, Fresh Produce)

Due to the nature of perishable food items and health and safety regulations, the right to return is limited:

• Quality Issues: If a product is delivered damaged, spoiled, or unfit for consumption at the time of delivery, please notify us within 24 hours of receipt.

• Evidence: We require photographic evidence and the batch number/packaging to investigate the claim.

• Resolution: If the fault lies with our production or cold-chain delivery, we will offer a full refund or a replacement at no extra cost to you.

• Change of Mind: Under Section 20 of the CPA, returns for “change of mind” are not permitted for perishable goods once they have been delivered, due to public health regulations and the risk of breaking the cold chain.

2. Non-Perishable Goods (Jarred Goods, Dry Goods, Merchandise)

For non-perishable items (e.g., preserves, spices, or branded gear), the following applies:

• Cooling-Off Period (ECTA): You have a 7-day cooling-off period after receiving your goods to cancel your purchase for any reason.

   

  • The items must be unopened, unused, and in original packaging.

  • You will be responsible for the cost of returning the goods to us.

• Defective Goods: If a non-perishable item is defective (e.g., a seal is broken or the product is contaminated), you may return it within 6 months for a repair, replacement, or refund (Section 56 of the CPA).

3. How to Log a Return

To initiate a return or report a problem:

1. Email us: Send an email to info@thekaroodeli.co.za with your Order Number.

2. Describe the issue: Include photos if the item is damaged or spoiled.

3. Collection: For defective or incorrect items, we will arrange for our courier to collect the item from you at our expense. For “change of mind” returns (non-perishables only), you must arrange delivery to our warehouse.

4. Refunds

• Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

   

• Approved Refunds: Will be processed via the original payment method (Credit Card, EFT, etc.) within 7–10 working days.

• Note: Shipping costs are non-refundable unless the return is due to our error (incorrect or defective product).

5. Exclusions

We cannot accept returns or offer refunds in the following cases:

• Items damaged due to improper storage by the customer (e.g., meat not refrigerated immediately).

• Perishable items where the “Best Before” or “Use By” date has passed while in the customer’s possession.

• Custom-made or personalized gift hampers.

Legal Note: This policy does not affect your statutory rights under South African law. For more information on your rights, you can visit the Consumer Goods and Services Ombud (CGSO).