In most cases you can return products you have bought online.
The Consumer Guarantees Act and Fair Trading Act provide the basis for South African Pantry Limited (SA Pantry) returns policy and as a business we go above and beyond the expectation of these two statutory laws. SA Pantry has a 10-day change of mind policy on certain items, with proof of purchase. For a product to be returned under our returns policy, that product must be in a resalable condition unless faulty or otherwise defective. It’s this policy that provides you peace of mind while shopping at SA Pantry. Some restrictions and exceptions apply.
Unfortunately, due to food safety and hygiene requirements, you cannot return any of the product category items listed below purchased through SA Pantry Online.
- Consumables (perishable products)
NOTE: These products are still guaranteed under the Consumer Guarantees Act.
CONSUMER GUARANTEES ACT 1993
The Consumer Guarantees Act sets out minimum standards for goods sold by South African Pantry Ltd. In the event that goods sold are deficient or faulty, the retailer has the obligation to repair, replace or refund. Refer to Consumer Guarantees Act for more information.
FAIR TRADING ACT 1986
The Fair Trading Act is designed to protect the customer from being misled, either intentionally or unintentionally. This applies to all aspects of the promotion and sale of goods and services including: pricing; where the product was made; where the product is from; the meeting of New Zealand safety standards; availability of products and the sales techniques used. The Commerce Commission enforces the Fair Trading Act 1986.
Unused and unopened non-perishable grocery items may be returned to our store for a refund or exchange with proof of purchase at your own cost within 10 days. Unfortunately, due to food safety and hygiene requirements, you cannot return any perishable items purchased through SA Pantry Online. However, if items you have purchased through SA Pantry Online are damaged, faulty or spoiled at the time of pick-up, we will comply with our obligations under the Consumer Guarantees Act 1993.
MONEY BACK GUARANTEE
If a customer changes their mind about a purchase and has proof that they purchased the goods from our stores within the last 10 days they may obtain a refund. A refund will be made in the same tender as the original purchase. Please note that product returned must be in resalable condition unless faulty or otherwise deficient.
The Money Back Guarantee does not apply to these category items:
- Consumables (perishable products)
- Jewellery (earrings)
Where a product is faulty or damaged due to a manufacturing fault we will either: (i) replace the product; or (ii) assess and repair the product under the manufacturer’s warranty; or (iii) give you a full refund.
Please note: If you have purchased goods online and you want to return them, you must send your Order Confirmation email to us at email@example.com We will assess the order and process the refund (excluding the delivery fee) if applicable.
These products are covered by our Money Back Guarantee or relevant product warranties.
We apologise if you have received a product that is faulty. You are welcome to an exchange or refund within 10 days of receiving the product. Please contact us at firstname.lastname@example.org to arrange this. Make sure you have your order details handy.
WRONG PRODUCT DELIVERED
If you have ordered something online and received the wrong product, we apologise and you are more than welcome to an exchange or refund within 10 days of receiving the product. Please contact us at email@example.com to arrange this.
Under the Consumer Guarantees Act you may be entitled to have your product repaired, replaced or refunded.
If the faulty product is still under warranty, we may assess and repair the product at our expense. If the product is out of warranty, then we can still have the product repaired, however the cost of the repair will be charged to the customer unless the product is found to have a manufacturers fault.
Simply contact us at firstname.lastname@example.org to enquire about returning the product for assessment. Alternatively, you can return the product to our SA Pantry store with your proof of purchase.
If you suspect your product has been damaged during delivery, please do not throw away the parcel or cover in which the product came as the courier delivery company will need to inspect it. Please contact us at email@example.com and we will organise the return of the product and packaging for inspection and will endeavour to send you a replacement as soon as possible.
We are not liable in respect of anything that, but for this provision, would or might constitute a breach of these terms and conditions, where this arises out of circumstances beyond our, including but not limited to acts of God, natural disasters, sabotage, accident, riot, shortage of supplies, equipment or materials, strikes and lockouts, civil commotion, computer viruses or hacking, breakdown of equipment, power supply failure or telecommunications failure, or malicious damage (Force Majeure). We will refund the full purchase price of orders that have been processed but cannot be picked up due to Force Majeure.
The laws of New Zealand govern your use of South African Pantry Limited Online and these terms and conditions. Any legal action against us must be taken in a New Zealand court of law.