1. Overview
At The Saffa Pantry, we take great care in packing and shipping your favourite South African products. Due to the nature of food items and international shipping, our returns policy is structured to ensure product safety, quality, and fairness.
2. Returns Eligibility
We only accept returns under the following conditions:
✅ Eligible for Return or Refund
- Item is damaged during transit
- Item is incorrect (wrong product received)
- Item is defective, expired, or unsafe to consume
- Item is significantly different from description
Customers must notify us within:
48 hours of delivery
3. Non-Returnable Items
Due to health and safety regulations, we do not accept returns for:
- Food and consumable products (unless faulty)
- Opened or used items
- Items without original packaging
- Gift boxes once opened
- Sale or discounted items
This is standard practice as perishable or consumable goods are generally exempt from returns, except where faulty.
4. Change of Mind Policy
We do not accept returns for change of mind.
This includes:
- Ordering the wrong item
- No longer wanting the product
- Taste preferences
As an international food retailer, we cannot resell returned food items for safety reasons.
5. Damaged or Incorrect Orders
If your order arrives damaged or incorrect:
Please email us within 48 hours:
- Your order number
- Clear photos of the product(s)
- Description of the issue
We will offer:
- Replacement (preferred option)
- Store credit
- Refund (if replacement not possible)
6. Return Process (If Approved)
If a return is approved:
- Items must be unopened and in original packaging
- Customer is responsible for return shipping costs
- We will provide return instructions
Returns must be sent within:
7 days of approval
7. Refunds
Once your return is received and inspected:
- Refunds are processed within 5–10 business days
- Refunds are issued to the original payment method
Please note:
- Shipping costs are non-refundable
- Currency conversion differences may apply
8. Delivery Responsibility
Customers must ensure:
- Someone is available to receive the parcel
- Correct shipping address is provided
We are not responsible for:
- Failed deliveries due to incorrect address
- Parcels left unattended
- Damage caused after delivery
9. International Shipping Disclaimer
Due to international shipping:
- Delays may occur due to customs
- Packaging may shift slightly in transit
Minor cosmetic damage (e.g., slightly bent boxes) does not qualify for refunds.
