Return & Refunds Policy

1) Scope

This policy explains when and how refunds, replacements, or credits may be issued for orders placed through the MzansiFood website or app. It should be read with our Terms & Conditions and Privacy Policy.

2) Marketplace reminder

MzansiFood is a marketplace connecting customers with independent restaurants/retailers and delivery partners. Vendors are responsible for product quality, preparation, labelling and allergens. Delivery may be done by the vendor’s own drivers or independent couriers using our platform. We help coordinate resolutions and process eligible refunds.

3) What’s eligible?

• Missing items – an item you paid for wasn’t provided.
• Wrong items – you received something different to what you ordered.
• Quality issues – spoiled, unsafe, severely damaged packaging, or not as reasonably described.
• Undelivered orders – marked delivered but nothing received; or courier unable to deliver due to a platform/driver issue.
• Excessive delay – unusually late delivery beyond the reasonable ETA where the food became unusable, and delay was not caused by customer unavailability or wrong address.

4) What’s not eligible (in most cases)

• Change of mind after preparation has begun (perishables are generally excluded from cooling-off rights).
• Allergen preferences not disclosed to the vendor; please review menus/labels and contact the vendor for allergy info before ordering.
• Address errors / no answer – wrong address, missing access info, or no response to courier calls/messages.
• Melting/temperature drift (e.g., ice cream) when delivered on time to the correct address.
• Minor ETA variances within normal traffic/operational fluctuations.

Note: Consumer rights under South African law still apply. Where law requires a remedy, we will comply.

5) Report timeframes

• Prepared food / ready-to-eat: Please report issues within 60 minutes of delivery.
• Groceries / packaged goods: Report within 24 hours of delivery (or sooner if safety is a concern).
• Undelivered: Report immediately once you notice the problem.

Faster reports help the vendor/courier and our team verify and resolve quickly.

6) How to request a refund or replacement

1. Open My Account → Orders and select the relevant order, then choose Report an issue. If unavailable, email refunds@mzansifood.co.za.
2. Provide your order number, a short description, and, where helpful, clear photos (items received, packaging, labels/receipt, and delivery bag/box).
3. Keep affected items for possible inspection/collection. For safety concerns, do not consume.

7) Possible outcomes

• Replacement / re-make (subject to vendor availability and your location/time).
• Partial refund for affected items only.
• Full refund for the order if entirely unusable or not delivered.
• Store credit (voucher) if you prefer or where card reversal is not feasible.

We strive to match the remedy to the situation (e.g., missing chips → partial refund; wrong main + long delay → full refund or re-make).

8) Cancellations

• Before prep starts: You can usually cancel with a full refund.
• After prep starts: Cancellation may not be possible for perishables; we’ll try to assist case-by-case.
• Vendor cancellations: If a vendor cannot fulfil, you’ll receive a full refund or be offered alternatives.

9) Processing refunds

• Approved refunds are processed back to your original payment method (or as store credit if you choose).
• Please allow 3–10 business days for bank/card processors to reflect the credit (timelines vary by bank).
• Where multiple payment methods were used (e.g., voucher + card), we refund proportionally.

10) Returns / collections

For food safety, we don’t require returns of prepared meals. For packaged goods or to verify damage/incorrect items, a courier or vendor may arrange a collection. Please keep items and packaging until we confirm next steps.

11) Promotions & vouchers

Promotional values are not redeemable for cash. If an order placed with a voucher is refunded, the voucher portion is usually returned as store credit subject to the original voucher’s terms (e.g., expiry, minimum spend).

12) Abuse & fraud

We may decline or limit refunds in cases of abuse, fraudulent activity, repeated unverified claims, or breach of our Terms & Conditions.

13) Legal

This policy is designed with South African consumer law in mind, including the Consumer Protection Act and Electronic Communications and Transactions Act. Nothing here limits rights that cannot be limited by law.

14) Contact

Need help with an order? Reach us at:
Email: help@mzansifood.co.za
Phone: +27 71 389 3258