Refund policy

RETURN AND REFUND POLICY

At Karoo's Finest, we take great care to ensure that every order is prepared, packed and delivered in excellent condition.

RETURNS OF FOOD PRODUCTS

Due to the nature of our products, we generally cannot accept returns of food products simply because a customer has changed their mind or no longer wants the product after delivery. For food safety reasons, products that have been delivered, opened, thawed or stored outside the recommended conditions may not be suitable for resale.

DAMAGED, INCORRECT OR DEFECTIVE PRODUCTS

If you receive a product that is damaged, defective, unsafe, incorrect, or does not meet the applicable requirements, please contact us as soon as possible after delivery.

Please provide:
• Your order number
• A description of the problem
• Photographs of the product and packaging where appropriate

We will investigate the issue and, where appropriate, arrange a replacement, refund, credit or other remedy in accordance with your rights under applicable South African consumer law.

Karoo's Finest will not refuse a remedy where a customer has a valid statutory right to one.

PRODUCT STORAGE AND HANDLING

Our products require refrigeration or freezing. Customers are responsible for following the storage, handling and preparation instructions supplied with the products after delivery.

We cannot accept responsibility for deterioration, damage or loss resulting from incorrect storage, handling, thawing or preparation after delivery.

CANCELLATIONS

If you need to cancel an order, please contact us as soon as possible. Because our products may be prepared, packed or dispatched specifically for an order, cancellation may not always be possible once preparation or dispatch has commenced.

Where a cancellation is permitted, any refund will be handled in accordance with applicable law and the circumstances of the order.

STATUTORY RIGHTS

Nothing in this policy is intended to limit or exclude any rights or remedies that a consumer may have under applicable South African law.

CONTACT US

If you have a question about a return, refund, damaged product or order, please contact us using the contact details provided on our website.