Terms of service

1. About these terms

Welcome to raw. These Terms of Service ("Terms") govern your use of our website and your purchase of our products. By browsing our store or placing an order, you agree to these Terms.

If you don't agree with them, please don't use the site or place an order.

We may update these Terms from time to time. The version published at the time of your purchase applies to that order.

2. Who we are

raw. is a premium honey and natural foods brand operated by Santé (Pty) Ltd ("raw.", "we", "us", "our"), a company registered in the Republic of South Africa.

To reach us about anything in these Terms, use the Contact Us form on our website.

3. Eligibility

By placing an order, you confirm that you are:

  • At least 18 years old, or ordering with the consent of a parent or guardian; and
  • Legally able to enter into a binding contract.

4. Products

  • Our products are raw, natural foods. Colour, texture, taste, and crystallisation can vary naturally between batches — this is a feature of raw honey, not a defect.
  • Raw honey may crystallise over time. It remains safe and good to eat, and can be gently warmed to return to a liquid state.
  • We describe our products as accurately as possible, but on-screen colours and images are for illustration and may differ slightly from the item you receive.
  • Stock is limited and offered subject to availability. We may correct errors in pricing or descriptions and, where needed, cancel an affected order with a full refund.

5. Allergens & food safety

Please read before ordering:

  • Our products may contain or be made near nuts, tree nuts, and other allergens. If you have an allergy, check the product label and contact us before ordering.
  • Honey should not be given to infants under 12 months of age, in line with standard food-safety guidance.
  • Always read the label and storage instructions on the product you receive.
  • Products are intended for normal food use and are not a substitute for medical advice or treatment.

6. Orders & pricing

  • All prices are shown in South African Rand (ZAR) and include VAT where applicable.
  • Placing an order is an offer to buy. A binding contract is formed only when we confirm your order and/or dispatch it.
  • We reserve the right to refuse or cancel any order — for example, due to stock, a pricing error, or suspected fraud — and will refund any payment already made.
  • Delivery fees, where applicable, are shown at checkout before you pay.

7. Payment

  • Payment is processed securely through our third-party payment providers. We do not store your full card details.
  • Your order is only dispatched once payment is received in full and cleared.

8. Delivery

  • We deliver via our courier partners (including PUDO and Courier Guy).
  • Delivery timeframes are estimates and are not guaranteed. We are not liable for delays caused by couriers, weather, or events beyond our reasonable control.
  • Risk in the goods passes to you on delivery. Please inspect your order on arrival.

9. Returns, refunds & cooling-off

  • Returns and refunds are governed by our Returns & Refunds Policy, which forms part of these Terms.
  • Under the Electronic Communications and Transactions Act, you may cancel a qualifying online order within 7 days of delivery — with limited exceptions for opened or consumable food items, as set out in our Returns & Refunds Policy.
  • Nothing in these Terms limits your rights under the Consumer Protection Act.

10. Intellectual property

  • The raw. name, logo, brand elements, product designs, photographs, and website content are owned by or licensed to Santé (Pty) Ltd.
  • You may not copy, reproduce, or use any of our brand assets or content without our written permission.

11. Acceptable use

When using our website, you agree not to:

  • Use it for any unlawful or fraudulent purpose;
  • Interfere with its security or operation; or
  • Resell our products commercially without a separate wholesale or reseller agreement with us.

12. Privacy

We handle your personal information in line with the Protection of Personal Information Act (POPIA), as described in our Privacy Policy. By using our site, you consent to that handling.

13. Limitation of liability

To the maximum extent permitted by law:

  • Our products and website are provided "as is".
  • We are not liable for any indirect, incidental, or consequential loss arising from your use of the site or products, except where such liability cannot be excluded under South African law.
  • Nothing in these Terms excludes liability for death or personal injury caused by our negligence, or any liability that cannot lawfully be excluded.

14. Governing law & disputes

  • These Terms are governed by the laws of the Republic of South Africa.
  • Any dispute will be subject to the jurisdiction of the South African courts.
  • We'd always prefer to resolve issues directly first — please reach out via our Contact Us form before escalating.

15. Changes to these terms

We may update these Terms at any time by posting the revised version on our website. Continued use of the site after changes means you accept the updated Terms.

16. Contact

For any questions about these Terms, please use the Contact Us form on our website.