Returns & Refund Policy

THE BERRY LADIES strive to provide the best possible service to its customers, with appropriate measures in place to ensure staff and suppliers all comply with the Consumer Protection Act (CPA). We are committed to operate our business in terms of the requirements of the CPA and our returns policy is aligned therewith.

Please note that THE BERRY LADIES has a no returns policy and frozen items cannot be returned if a customer had a change of mind in respect of the purchased item. This is in line with public and food safety regulations.

If any wrong or damaged product was accidentally delivered to you as the customer must inform us within 12 hours of receipt of said goods. The goods must be unopened, kept according to storage conditions and in its original packaging. We will either exchange it for the correct product, replace the product or refund the customer. Refunds will be finalized within 7-10 business days depending on your bank.

If you have received a product which turns out to be defective or poor quality, please notify us within 12 hours of receipt for goods. Please send us pictures of the product, batch code, product code, order number and date of delivery to
ruth4berries@gmail.com

We value your feedback and all complaints will be dealt with by a serious investigation in conjunction with our Quality department. Our team will contact you directly and keep you informed on the process.

The following will NOT be regarded as defects and will not entitle you to a return:

1. Product has defrosted after delivery; 
2. Change of mind in respect of the purchased item;
3. Product has not been kept according to storage conditions (e.g. your freezer broke down, product was defrosted and refrozen again), incorrect handling or repacking;
4. Product has expired; Damage arising from negligence, user abuse or incorrect usage of the Product.
5. Loss or theft of product after delivery.

If you return a product that does not comply with this Policy, you may be liable to reimburse THE BERRY LADIES for the cost of collecting the product from you and the cost of having the product returned to you.