1. Your legal rights
This policy supplements and does not replace the Consumer Protection Act, the Electronic Communications and Transactions Act or another applicable law. No clause excludes a right that cannot lawfully be excluded.
Goods must be reasonably suitable for their usual purpose, of good quality, in good working order, free of defects, usable and durable for a reasonable time, and compliant with applicable public standards.
2. Unsafe, defective, damaged or incorrect food
Contact us if a product is unsafe, contaminated, spoiled before its applicable date when correctly stored, damaged, unsealed unexpectedly, incorrectly supplied, materially different from its description, or otherwise fails the statutory quality standards.
Under the Consumer Protection Act’s implied warranty, qualifying defective or unsafe goods may be returned within six months after delivery, without penalty and at the supplier’s risk and expense, unless the goods were altered contrary to instructions after leaving the supply chain. The nature and stated shelf life of food may be relevant to investigating the cause, but do not create a blanket exclusion.
3. How to report a problem
Email hello@rawhfoods.co.za as soon as reasonably possible and include:
- Your name and order reference.
- The product, quantity and problem.
- Photographs where safe and practical.
- The batch or lot code, date marking and storage conditions.
- Your preferred remedy.
Do not consume a product you reasonably suspect is unsafe. Keep it sealed or safely isolated, follow any recall directions, and do not discard it until we advise whether it is needed for investigation—unless retaining it would create a health risk.
4. Remedies
Where the Consumer Protection Act’s implied warranty applies, you may direct us to replace the failed, unsafe or defective food or refund the price paid. Repair will generally not be suitable for food. Incorrect items may be rejected and replaced or refunded as the law requires.
We may reasonably inspect a returned product or the evidence, but will not impose an investigation requirement designed to defeat a valid statutory claim.
5. Change-of-mind returns
Because the store sells food, we do not ordinarily accept a return solely because you changed your mind after a valid sale, except where we agree or the law gives you a right to cancel. Where law permits, opened products may be declined for hygiene and food-safety reasons.
This rule never applies to an unsafe, defective, damaged, incorrect or misdescribed product and does not limit a cooling-off right that applies to a particular transaction.
6. Cooling-off rights
Everyday food delivered to a home, residence or workplace is generally excluded from ECTA’s seven-day no-reason cooling-off right. If a sale resulted from direct marketing, the Consumer Protection Act’s direct-marketing cooling-off provisions may apply. We will honour any applicable cancellation right and explain return costs and timing for the specific case.
7. Safe return process and costs
Contact us before sending food back so that we can give safe handling and collection instructions. Where a return results from a defect, safety problem, incorrect supply or another supplier failure, we bear the return risk and expense where required by law. Where a lawful change-of-mind return applies, you may be responsible for direct return costs where permitted.
8. Refunds
An approved refund will be made to the original payer through the original payment method where reasonably possible. We will not charge a processing penalty for a statutory refund. Refunds are processed promptly and within the period required by the law applicable to the cancellation or return.
We may request information needed to prevent fraud or send funds safely, but will never ask for a banking password, PIN or one-time password.
9. Complaints
If you are dissatisfied, follow the process in our Terms and Conditions. Unresolved consumer-goods complaints may be escalated to the Consumer Goods and Services Ombud.