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Refund Policy
Overview
- In the unforeseeable event that you might need to cancel and return your order, we will do our absolute best to make this process as seamless as possible.
- If the fault is not deemed to be ours, you will be liable for a R200.00 admin & handling fee, plus and additional 3.5% of the package total (before discount if applicable), and if delivery was already attempted at least once a delivery fee will be deducted from the total as well.
- If the package has already been delivered, we will arrange a collection. There will be a R110.00 collection fee, that will also be deducted from the final refund amount.
- In order for the refund to apply, we require the goods in their original undamaged packaging and still in a frozen state. Please note that due to health and safety reasons we do not accept any products that have previously been defrosted, if this is the case, you will be liable for the full cost of the package as well as any meals that have been consumed at the current price.
Additional non-returnable items:
- Gift cards
Refunds:
- Once your return has been received and inspected, you will be notified by email of the receipt of your returned items. We will also notify you of the approval or rejection of your refund.
- If approved, then your refund will be processed, and a credit will automatically be applied to your bank account within a certain amount of days.
- If you are refunded with credit to your online account with us, please note there is a 6 month expiration timeframe from the date of the refund.
Late or missing refunds
- If you haven’t received a refund yet, first check your bank account again. Contact your bank/company, it may take some time before your refund is officially posted. There is often some processing time before a refund is posted.
- If you’ve done all of this and you still have not received your refund yet, please contact us at hello@betterfoods.co.za
Sale items
- Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
We only replace items if they are delivered defective or damaged. If you need to exchange it for the same item, send us an email at orders@betterfoods.co.za and we will facilitate the exchange.
Cape Town Returns:
- Please note we do not have a Cape Town branch, if you need to be refunded or would like a replacement/exchange, please note there will be a minimum of 5-day lead time frame to process.
- You will be liable for the extra transport costs required to process your exchange or refund.
- Cape Town deliveries may exceed 7 working days for delivery.
Need help?
Contact us at hello@betterfoods.co.za for questions related to refunds and returns.