Refund policy

Our promise

We make raw., unprocessed honey and natural foods we're proud of. If something isn't right, we'll make it right — quickly and without fuss.

This policy explains your rights, what we can and can't accept back, and exactly how to request a refund or replacement. It is aligned with the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA).

Your rights under SA law

You are entitled to receive goods that are of good quality, safe, and in proper condition. If they aren't, you may return them.

  • Within 6 months of delivery, you may return any item that is defective, unsafe, or not of acceptable quality for a refund, replacement, or repair — your choice (CPA s55–s56).
  • Within 7 days of delivery, you may cancel an online order under your ECTA cooling-off right — with limited exceptions for food (see Change-of-mind below).

You will never be charged a penalty for returning a genuinely defective or damaged item.

What we always refund or replace

We'll refund or replace, free of charge, if your order arrives:

  • Damaged or broken in transit (e.g. cracked jar, leaking lid)
  • Defective or spoiled (fermented, mouldy, off-smell, foreign matter)
  • Incorrect (wrong product, wrong size, missing item)
  • Not as described on our store or packaging
  • Past or near expiry on arrival

For these, we cover all return and re-delivery costs.

Food safety — what we can't accept

Because honey, nuts, and dried fruit are consumable goods, we cannot accept returns of items that have been opened, tasted, or used for hygiene and safety reasons — unless the return is due to a genuine quality issue listed above.

We also can't accept:

  • Items returned more than 7 days after delivery for change-of-mind reasons
  • Items not in their original, sealed condition (where the reason is change-of-mind)
  • Custom or personalised gift orders, unless faulty

This does not affect your 6-month right to return defective goods.

Change-of-mind (cooling-off)

Under ECTA you may cancel an online order within 7 days of delivery. However, the law allows us to exclude perishable and consumable food from change-of-mind returns once the seal is broken.

So:

  • Sealed, unopened items → returnable within 7 days for change-of-mind
  • Opened food items → not returnable for change-of-mind (only for quality issues)
  • For valid change-of-mind returns, you cover the return shipping; we refund the product value once we receive the item in resaleable condition.

How to request a return or refund

Follow these steps:

  1. Email us within 7 days of delivery at info@rawshop.co.za 
  2. Include your order number, the item(s) affected, and a short note on the issue.
  3. For damage, defects, or wrong items, attach clear photos — this speeds up approval and means you usually don't need to return the item at all.
  4. We'll respond within 2 business days with approval and next steps.
  5. If a return is needed, we'll arrange collection or send you a PUDO / Courier Guy drop-off label.

Tip: For items that arrive visibly damaged, photograph them on the day of delivery — it makes your claim instant.

Refunds — method and timeline

  • Approved refunds are paid to your original payment method (or store credit / replacement if you prefer).
  • Refunds are processed within 7 business days of us approving your claim or receiving the returned item.
  • Your bank may take a further 3–10 business days to reflect the funds.
  • Original delivery fees are refunded only where the order was faulty, damaged, or incorrect.

Gift boxes & the honey trio

Our gift boxes are packed and protected for transit. If a box arrives damaged or a jar inside is broken:

  • Send us a photo of the box and contents within 7 days.
  • We'll replace the full set or the affected jar — your choice — at no cost to you.