Refund & Returns Policy

In short

If something arrives spoiled, damaged, short, or wrong, tell us within [24 hours] and we'll replace it, credit you, or refund you. Because we sell fresh food, perishable items can't be returned once accepted unless there's a quality problem. Your rights under the Consumer Protection Act always apply.

We want every basket to arrive fresh and complete. If it doesn't, we'll make it right. This policy explains how returns, replacements, and refunds work, and how we handle the special case of fresh and perishable goods. Nothing here limits your rights under the South African Consumer Protection Act, 2008 (CPA).

1. Our freshness & quality guarantee

If any item arrives spoiled, damaged, expired, or not of the quality you'd reasonably expect, you're entitled to a replacement, store credit, or refund for that item. Just let us know promptly (see section 4) — a photo helps us put it right quickly and improve our sourcing.

2. Fresh & perishable goods

For food-safety reasons, fresh and perishable items — such as produce, meat, dairy, eggs, and baked goods — cannot be returned or exchanged once they have been accepted, unless there is a quality or accuracy problem covered by section 1 or 3. Please check your order on delivery and report any issue within [24 hours] so we can act while the matter is fresh.

3. Incorrect, missing, or short items

If your order is missing an item, contains the wrong item, or is short on weight or quantity, we'll send the correct item with your next delivery, or credit/refund the difference — whichever you prefer. Report it within [24 hours] of delivery.

4. Non-perishable goods (cooling-off)

For non-perishable products bought online, you may return an unused item in its original, sealed packaging within [7 business days] for a refund or exchange, in line with the CPA's distance-selling provisions. [State who pays return shipping/handling]. This does not apply to items listed in section 6.

5. How to request a return or refund

Email [[email protected]], or
WhatsApp [+27 XX XXX XXXX], or
use the form on our Contact page.

We'll acknowledge your request within [1 business day] and resolve it as quickly as we can.

6. Items we can't accept back

Perishable goods that have been accepted, unless there's a quality or accuracy issue;
Opened personal-care or hygiene items, for health reasons;
Gift cards and membership fees (see section 8);
Items damaged through misuse or improper storage after delivery.

7. How refunds are paid

Approved refunds are made to your original payment method via our payment provider, [PayFast], or as Floreer store credit if you prefer. Refunds are typically processed within [5–10 business days], depending on your bank.

8. Delivery problems

If a delivery is missed, fails, or arrives outside the agreed window through our fault, contact us and we'll arrange redelivery or an appropriate credit or refund. Please make sure your delivery details and access instructions are correct, as we can't be responsible for failures caused by inaccurate information or no one being available to receive perishable goods.

9. Membership fees

Premium membership fees are governed by our Terms & Conditions, including any cooling-off and cancellation rights. [Summarise membership refund terms here]

10. Contact us

Questions about a return or refund? Email [[email protected]] or reach us through the Contact page.

Something not right with your order?

Tell us and we'll fix it — replacement, credit, or refund.