Returns & Refund Policy
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At Camissa Farm Shop, we take pride in supplying fresh, quality farm produce to our customers. Because many of our products are fresh and perishable, returns and refunds are subject to the conditions below.
1. Fresh and Perishable Produce
Fresh produce such as fruit, vegetables, herbs, eggs, dairy products, meat, and other perishable goods generally cannot be returned once they have been delivered or collected, unless the product:
- Is spoiled, rotten, mouldy, or otherwise unfit for consumption when received;
- Is damaged during delivery;
- Is substantially different from what was ordered; or
- Is otherwise defective or unsafe.
If you receive produce that has a quality problem, please contact us within 24 hours of delivery or collection and provide photographs where possible. This allows us to investigate the issue and arrange an appropriate remedy.
Depending on the circumstances, we may offer a replacement, store credit, or refund.
2. Incorrect or Missing Items
If we have supplied the wrong product, quantity, or variety, please notify us within 24 hours of receiving your order.
Where the error is confirmed, we will arrange for the incorrect item to be collected where reasonably possible and provide a replacement, refund, or store credit, as appropriate.
3. Non-Perishable Products
Non-perishable products may be returned within 7 days of purchase or delivery, provided that:
- The product is unused and in its original condition;
- The original packaging and labels are intact where applicable; and
- Proof of purchase is provided.
Certain products may be excluded from return due to their nature or applicable health and safety requirements.
4. Products Damaged After Delivery
We are not responsible for damage, spoilage, or deterioration caused by incorrect storage, handling, or use after the product has been delivered or collected.
Customers are responsible for following any storage or handling instructions supplied with the product.
5. Refunds
Where a refund is approved, we will normally refund the amount paid for the affected product.
Refunds will generally be made using the original payment method where reasonably possible. The time taken for the funds to reflect in your account may depend on your bank or payment provider.
We may request reasonable information, including photographs, the order number, or proof of purchase, before processing a refund.
6. Delivery Charges
Where an order is incorrect, defective, damaged during delivery, or otherwise qualifies for a remedy due to an error on our part, we will consider the applicable delivery costs when processing the remedy.
Where a customer simply changes their mind about a non-perishable product, any delivery or collection costs associated with the return may be the customer’s responsibility, subject to applicable South African law.
7. Customer Cancellations
Orders for fresh or perishable produce may be cancelled before they have been prepared or dispatched.
Once an order has been prepared, dispatched, or collected, cancellation may no longer be possible because of the perishable nature of the goods.
Please contact us as soon as possible if you need to cancel an order.
8. Consumer Rights
Nothing in this policy is intended to limit or exclude any rights that customers may have under applicable South African consumer-protection legislation, including the Consumer Protection Act 68 of 2008.
Where applicable, customers retain their statutory rights in respect of goods that are defective, unsafe, unsuitable for their intended purpose, or otherwise fail to meet the requirements of applicable law.
9. How to Request a Return or Refund
To request a return, replacement, store credit, or refund, please contact us
Please provide:
- Your name and contact details;
- Order number or proof of purchase;
- The product concerned;
- A description of the problem; and
- Photographs where relevant.
We will review your request and let you know what remedy is available.
10. Contact Us
If you have any questions about this policy or an order, please contact us. We are committed to resolving legitimate product-quality and order issues fairly and promptly.
Camissa Farm Shop reserves the right to update this policy from time to time, subject to applicable South African law.