Refund policy
Last updated: 10 September 2026
Because our products are freshly manufactured, perishable food products that are frozen and shipped directly to customers, we have specific procedures for cancellations, returns and refunds.
Nothing in this policy limits any statutory right available to a consumer under South African law.
1. Change-of-mind cancellations
We understand that circumstances can change.
Customers may request cancellation of an order before it has entered our production or dispatch process.
Please contact us as soon as possible after placing your order.
Once an order has been manufactured, packed or dispatched, cancellation may no longer be possible because the products are perishable and have been specifically prepared for the order.
Any cancellation rights that apply under South African law remain unaffected.
2. Returns of perishable products
For health and food-safety reasons, we generally do not accept the physical return of frozen juice or other perishable food products after delivery.
Where a product is defective, unsafe, damaged, incorrect or otherwise subject to a statutory remedy, we will provide an appropriate remedy without requiring the customer to return the product where returning it would be impractical or inappropriate.
3. Incorrect product
If we send you the wrong product, please notify us as soon as possible.
We may request photographs and other information to verify the error.
Where we have supplied an incorrect product, we will, where appropriate:
• arrange a replacement; or
• provide a refund or other remedy required by applicable law.
We will not charge the customer for correcting an error caused by us.
4. Damaged product
If a product arrives damaged, please notify us as soon as possible.
Please retain the product and packaging and provide photographs if requested.
We will investigate the cause of the damage and, where appropriate, provide a replacement, refund or other remedy.
5. Product arrives thawed
Our products are frozen before dispatch and packed in insulated containers for transport.
If a product arrives warm, please do not consume it if you have concerns about its safety or suitability.
Contact us as soon as possible, preferably on the day of delivery.
Please provide:
• your order number;
• photographs of the package;
• photographs of the insulated container;
• photographs of the products;
• photographs of any cooling material supplied;
• the batch number; and
• a description of the condition of the products when received.
We will assess the circumstances and determine the appropriate remedy.
Depending on the circumstances, this may include replacement, refund or another appropriate remedy.
6. Defective or unsafe products
If you believe that a product is defective, contaminated, unsafe, spoiled or otherwise unsuitable for consumption, do not consume it.
Contact us immediately.
We may request that you retain the product and packaging so that the batch can be investigated.
Where the product is defective or does not meet the applicable requirements, we will provide the remedy required by applicable law.
7. Statutory consumer rights
Nothing in this policy excludes or limits rights that consumers have under the Consumer Protection Act 68 of 2008 or any other applicable legislation.
Where goods are defective or fail to meet applicable statutory requirements, the remedies available to the consumer will be dealt with in accordance with applicable law.
8. Refunds
Where a refund is approved, the refund will normally be made using the same payment method used for the original transaction, where technically possible.
The timing of the refund may depend on the payment provider and banking system.
We will process approved refunds within the period required by applicable law.
9. Evidence required for a claim
We may request reasonable evidence to investigate a complaint, including photographs, the order number, batch number, delivery details and information concerning the condition in which the product was received.
This is intended to assist us in determining whether the problem arose during manufacture, packaging, transportation, delivery or subsequent storage.
10. Customer storage
Once the products have been delivered, customers are responsible for following the storage instructions provided on the product packaging.
We cannot accept responsibility for deterioration caused by incorrect storage, including leaving products outside the recommended temperature range for an unreasonable period after delivery.
11. Refund exclusions
Subject to statutory consumer rights, we will generally not provide a refund where deterioration or loss results from:
• incorrect storage after delivery;
• failure to refrigerate or freeze the product as instructed;
• failure to collect or receive the delivery;
• an incorrect or incomplete delivery address supplied by the customer;
• deliberate damage or misuse of the product; or
• failure to follow the product’s storage or use instructions.
12. How to submit a refund or product-quality claim
Please contact:
Email: info@therawberrypress.co.za
Telephone/WhatsApp: 082 6907599
Please include your order number and a description of the problem.
We will acknowledge the complaint and advise you of the next steps.
13. Our commitment
We want customers to receive products in excellent condition.
If something goes wrong with an order, please contact us promptly. We will investigate the matter fairly and seek to resolve legitimate product or delivery problems as quickly as reasonably possible.