EetSaam prepares and sells fresh home-cooked meals, frozen meals, baby food and desserts.
Because our products are food products, special considerations apply to returns and refunds.
We do not ordinarily accept returns of food products simply because a customer has changed their mind after the order has been prepared or collected.
Food products cannot generally be returned to stock or resold because of food-safety and hygiene considerations.
This policy does not affect any rights a customer may have under applicable South African consumer law.
If EetSaam provides an item that is different from what the customer ordered, please contact us as soon as reasonably possible.
Where EetSaam has supplied the wrong item, we will investigate the matter and, where appropriate, may provide:
If an item is missing from an order, customers should contact EetSaam as soon as reasonably possible.
We will verify the order and, where the item was omitted, arrange an appropriate solution.
If a customer believes that a food product is defective, spoiled, unsafe or otherwise unsuitable, they should contact EetSaam as soon as possible.
Where possible, customers should retain the product and packaging until EetSaam has had an opportunity to investigate the complaint.
Customers may be asked to provide:
EetSaam will investigate genuine complaints and provide an appropriate remedy where the complaint is found to be valid.
EetSaam is not responsible for food becoming unsafe, spoiled or unsuitable due to incorrect storage or handling after the order has been collected.
Customers must follow the storage, freezing, thawing, cooking and reheating instructions provided with their order.
For frozen meals, customers should place the meals in a suitable freezer as soon as reasonably possible after collection.
Where EetSaam approves a refund, the refund will normally be processed using the original payment method where possible.
For payments made through PayFast, the refund will be processed according to the applicable payment provider's procedures.
A refund will not exceed the amount originally paid for the affected item or order.
Once a refund has been approved and processed by EetSaam, the time for the funds to appear in the customer's account may depend on the payment provider or customer's bank.
EetSaam cannot guarantee the exact time required by a bank or payment provider to reflect a refund.
Nothing in this Returns & Refund Policy is intended to remove, restrict or limit any consumer rights provided under applicable South African law.
Where goods do not meet applicable legal requirements, EetSaam will provide the remedy required by law.
