Return Policy

FRUITMAN’S PANTRY — RETURNS, REFUNDS & REPLACEMENTS POLICY

1. Our Commitment to You

At Fruitman’s Pantry, we take pride in producing high-quality, handcrafted baked goods, including our signature rusks and related products. Our commitment to excellence is underscored by our ISO+ 22000 certification and SANHA Halaal compliance.

If something goes wrong, we are here to make it right. This policy explains how returns, refunds, replacements and quality concerns are handled.

2. Due to the Nature of Our Products (Perishables)

Because our products are perishable food items, we cannot accept returns for:

  • Change of mind
  • Personal taste preferences
  • Products that have been opened, partially consumed, or improperly stored
  • Products whose packaging has been tampered with after delivery

This is for food safety, hygiene, and health-compliance reasons.

However, we guarantee your satisfaction when it comes to quality.
We will gladly replace or refund any order that:

  • Arrives damaged,
  • Is incorrect,
  • Is defective,
  • Or does not match the description on our website.

This approach complies with the Consumer Protection Act (CPA) and aligns with Google Merchant Centre requirements for Returns and Refunds policies.

3. Reporting Damaged, Incorrect, or Defective Products

To ensure we resolve your issue quickly, please notify us within 7 days of receiving your order.

To report an issue, email: fruit@vrugtman.co.za

In such issue, kindly include the include the following:

  1. Your Full Name
  2. Your Order Number
  3. A description of the issue
  4. Clear photographs, including:
  • The product
  • The defect/damage
  • Packaging
  • Batch/lot number (if visible)

Outcome

Once your submission is reviewed:

  • If approved, we will replace the item at no cost to you; or
  • Issue a full refund to your original payment method.

You will receive written confirmation of the outcome.

4. Quality Concerns (Freshness, Texture, Ingredients, or Packaging Integrity)

We consistently monitor quality across all batches. If you believe your order does not meet our high standards:

  • Please contact us within 7 days of opening the product.
  • Include photos and a description of the concern (e.g., unusual smell, stale texture, leaking packaging, etc.).
  • Provide the batch number and best-before date, if visible.

All quality claims are reviewed on a case-by-case basis, as part of our commitment to safe and consistent food production.

5. Items That Cannot Be Returned or Refunded

The following items are non-refundable, unless defective or incorrectly supplied:

  • Opened or partially consumed food items
  • Products damaged due to improper storage after delivery
  • Gift cards or voucher purchases
  • Sale or promotional items (unless defective or incorrect)

6. Change of Mind” Returns

Because Fruitman’s Pantry sells perishable baked goods, we do not accept returns for change of mind or buyer’s remorse.

This is a standard practice for food manufacturers and is consistent with CPA safety provisions, ISO 22000 food safety handling standards, and Google Merchant Centre’s “perishable goods” return policy guidelines.

7. Storage Conditions (Important for Valid Claims)

To maintain freshness and quality, ensure that all products are:

  • Stored in a cool, dry place away from direct sunlight
  • Kept sealed when not being consumed
  • Not exposed to moisture or contamination

Claims relating to spoilage or deterioration caused by improper storage cannot be approved.

8. Wholesale, Retail & Bulk Orders

This website Return Policy applies to direct-to-consumer online orders only.

Wholesale and retail partners must refer to the terms in their Supply Agreement, which typically governs:

  • Bulk damages
  • Commercial return windows
  • Replacement processes
  • Dispatch verification procedures

If you are a stockist or reseller, please contact us directly for assistance.

9. Refund Processing Times

  • Approved refunds are processed within 5–7 business days.
  • Refunds are issued to the original method of payment, unless otherwise agreed.
  • Depending on your bank, the refund may take additional time to reflect.

10. Delivery Issues (Courier, Lost Parcels, Delays)

If your order is:

  • Not delivered,
  • Delivered to the wrong address, or
  • Returned by the courier due to failed delivery attempts,

Then in that event, please contact us immediately, and we will work with our courier partner to resolve the issue. Importantly, reshipment of refund shall depend on the circumstances of the failed delivery.

11. Google Merchant Centre Compliance Statement

This Return & Refund Policy has been structured to meet Google Merchant Centre requirements, including:

  • Clear return eligibility rules
  • Clear timeframes (7 days for defects & damage)
  • Contact method for returns
  • Documentation required for claim evaluation
  • Disclosures for non-returnable perishable goods

12.  Contact Us

For returns, replacements, or questions about your order:

Email: fruit@vrugtman.co.za
Phone: +27 84 307 6868
Address: Ampere Close, Kya Sand, South Africa

We endeavour to all return-related queries within 1–2 business days.