Refund policy

REFUND AND RETURNS POLICY

Last updated: 2 September 2026

  1. ABOUT THIS POLICY

This Refund and Returns Policy applies to products purchased from Pantry Partners Co (Pty) Ltd through https://pantrypartnersco.co.za.

We want every customer to receive the correct products in good condition. Nothing in this policy limits any rights or remedies available to consumers under the Consumer Protection Act 68 of 2008 or other applicable South African legislation.

  1. FOOD-PRODUCT RETURNS

Our products are food products. For health and safety reasons, we cannot ordinarily accept change-of-mind returns where a product has been:

  • Opened, used or prepared

  • Consumed, whether partly or completely

  • Tampered with

  • Damaged after delivery

  • Stored contrary to the instructions on the packaging

  • Contaminated or exposed to conditions that make it unsafe to resell

  • Removed from its original sealed packaging

This restriction does not apply where a product is defective, unsafe, damaged on delivery, incorrectly supplied or otherwise qualifies for a remedy under applicable law.

  1. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS

If your order arrives damaged, defective, unsafe or contains an incorrect product, please contact Pantry Partners Co (Pty) Ltd as soon as reasonably possible.

Where possible, please notify us within 48 hours after receiving the order. This requested notification period helps us investigate the matter with the delivery provider, but it does not remove or reduce any statutory consumer rights.

Please provide:

  • Your full name

  • Your order number

  • A description of the problem

  • Clear photographs of the affected product

  • Photographs of the product label and packaging

  • Photographs of the outer courier packaging where the parcel arrived damaged

Once the matter has been assessed, an appropriate remedy will be provided in accordance with the circumstances and applicable law. This may include a replacement, refund or store credit.

  1. QUALITY AND STATUTORY WARRANTY

Products supplied by Pantry Partners Co (Pty) Ltd must meet the quality and safety standards required by applicable South African consumer legislation.

Where the Consumer Protection Act’s implied warranty of quality applies, a customer may be entitled to return defective or unsafe goods within the applicable statutory period and request an available remedy.

The remedy provided will depend on the nature of the product, the problem reported and the customer’s rights under applicable law.

  1. CHANGE-OF-MIND RETURNS

Unopened and unused products may only be returned with prior written approval from Pantry Partners Co (Pty) Ltd.

To be considered for an approved change-of-mind return, the product must be:

  • Sealed and unused

  • In its original packaging

  • Undamaged

  • Stored correctly

  • Suitable and safe for resale

Unless otherwise required by law, the customer may be responsible for the return delivery cost associated with an approved change-of-mind return.

Do not return products before receiving written return instructions from us.

  1. ORDER CANCELLATIONS

If you wish to cancel an order, contact us immediately.

An order may be cancelled and refunded if it has not yet been packed, prepared, dispatched or handed to the delivery provider.

If the order has already been prepared or dispatched, the cancellation will be handled according to this policy and applicable law.

Stockist orders may enter preparation shortly after payment. Because stockist orders require additional preparation, cancellation may not be possible once preparation has started, except where required by law.

  1. REFUNDS

Approved refunds will be processed using the original payment method wherever reasonably possible.

Banking and payment-provider processing times are outside our direct control. It may take several working days for an approved refund to appear in the customer’s account.

Delivery charges will only be refunded where required by law or where Pantry Partners Co (Pty) Ltd confirms that the approved refund includes delivery charges.

Pantry Partners Co (Pty) Ltd will never request a customer’s banking password, PIN or one-time password to process a refund.

  1. RETURN DELIVERY COSTS

Where a product is confirmed to be defective, unsafe, damaged on delivery or incorrectly supplied, return or collection costs will be handled in accordance with applicable law.

Where a discretionary change-of-mind return is approved, the customer may be responsible for the return delivery cost.

  1. CONTACT INFORMATION

For returns, refunds or order problems, contact:

Pantry Partners Co (Pty) Ltd

Sales and Orders: sales@pantrypartnersco.co.za
Finance and Accounts: finance@pantrypartnersco.co.za
WhatsApp: 084 070 4151

Please include your order number in all enquiries.