Returns & Refunds
Due to the perishable nature of our products and their vulnerability to damage from sunlight, heat, or other environmental factors, we regret to inform you that returns cannot be accepted. We kindly request that you inspect your order upon delivery and promptly contact us if you discover any items that are damaged, expired, or incorrect. We will promptly address any concerns you may have.
Upon receipt and inspection of your return, we will notify you of the outcome and determine whether a refund is warranted. If approved, you will either receive an automatic refund or a replacement product will be dispatched to you.
Please keep in mind that it may take some time for your bank or credit card company to process the refund and reflect it in your account.
To initiate the return process, please contact us at info@thegoodfoodmerchant.co.za. If your return is accepted, we will provide you with detailed instructions on where and how to send your package. Please note that returns sent without prior authorization will not be accepted.
Our fresh products are carefully packaged with ice bricks and transported overnight with The Courier Guy to ensure they remain cool during delivery.
How Long Do I Have to Return a Product?
You have 3 calendar days to return an item from the date you received it.
Refund Eligibility
To be eligible for a refund, the item must:
Items can be returned for one of the following reasons:
Refunds will only be made to the original payment method used for the purchase.
Return Process
1. Ensure the item is securely packed in the original packaging.
2. Include the order number and any accessories or parts that were included with the product.
3. Safely package the product for full protection during transit.
4. Ship the item to Good Food Merchant.
Once we receive your item, we will inspect it and notify you of its status. If approved, a credit will be initiated to your original payment method. Refunds typically take a few days, depending on your bank or card issuer.
- Shipping Costs:
You will be responsible for the shipping costs for returning the item unless it was damaged upon delivery or is defective. Shipping costs are non-refundable.
Unwanted Products
Unwanted items can only be returned if:
Refunds or credits will be processed within 3 business days of validating the returned item. Shipping costs for unwanted products are non-refundable.
Damaged Products
If an item is damaged or missing parts upon delivery:
1. Notify us within 24 hours via email at info@goodfoodmerchant.co.za
2. We will arrange to collect the damaged product from you at no charge.
3. Upon receipt, we will inspect the item. If validated, we will:
- Replace the product (if in stock), or
- Credit your account, or
- Refund you via your original payment method.
Refunds or credits will be processed within 7 business days of validation.
Standard Warranty
If a product is defective:
1. Notify us as soon as you become aware of the defect but no later than 3 days after delivery.
2. We will arrange to collect the defective product from you at no charge.
3. Upon receipt, we will inspect the item. If validated, we will:
If there is no extended supplier warranty period, returns outside of the 7-day period cannot be facilitated. Refunds or credits will be processed within 7 business days of validation.
Need Help?
If you have any questions about returning a product, please contact us at info@goodfoodmerchant.co.za
Have a Question?