Returns & Refunds

This page sets out clause 10 of our Terms & Conditions. Everything we sell is food, which is why an unopened pack and an opened one are treated differently below. Nothing here limits any right you have under the Consumer Protection Act 68 of 2008.

If anything is wrong with your order, tell us straight away through our contact page, with your order number and as much detail about the problem as you can give us. A photograph of the pack and its date code helps us sort it out quickly.

Food that is faulty, unsafe, spoiled or not as described

Section 56 of the Consumer Protection Act gives you 6 months from delivery to return it. You choose whether we refund, replace or repair, and we carry the cost of the return. This applies to everything we sell, including items bought on sale or with a discount code, and whether or not the pack has been opened.

Food you simply no longer want

Because we sell food, the seven day cooling-off right that applies to most online purchases does not apply here: the Electronic Communications and Transactions Act excludes foodstuffs for everyday consumption and anything liable to deteriorate or expire rapidly. What follows is our own policy in its place.

We will accept a return within 7 days of you receiving the order, provided the pack is unopened and undamaged, in the condition in which it left us, and you have the original tax invoice. The cost of getting it back to us is yours. This goodwill return does not cover sale or discounted items, and it cannot cover an opened pack, because food safety means we cannot resell one.

You can also cancel any order free of charge before we dispatch it. Just tell us through our contact page.

Where to send a return

Please contact us before sending anything back, so we can confirm the arrangements and, where we are carrying the cost, book the collection. Returned goods are to be couriered or delivered back to iOrganics premises at 40 Valley Walk, Silverglade, Fish Hoek, Cape Town, 7975.

What to send back with the goods

• The dispatch note or waybill; and
• The original tax invoice.

How refunds are processed

• Refunds go back to your original payment method within 5 business days of us accepting the return.
• Online purchases cannot be refunded in cash.
• To exchange a product, the original packaging must be returned with the contents intact.

Condition and transit

All returns are inspected on arrival. Until they reach us they remain your responsibility, so please pack them properly to avoid damage in transit, and use a service that insures the value or gives you proof of posting. We are not responsible for items sent to us in error, or lost in transit by a carrier you appointed. If a pack reaches us opened or damaged we may decline a change-of-mind return and send it back to you. This does not apply to a faulty item.

Storing what you bought

Please store each product as its pack describes and use it by the best-before or use-by date printed on it. We cannot accept a return for food that has spoiled because it was stored differently after delivery.