Refunds & Returns

The short version

• Damaged, leaking, spoiled or incorrect on arrival — tell us within 7 days and we will replace it or refund you.
• Cancelled before we dispatch — full refund, no questions.
• Because it is food, we cannot take back a jar you simply changed your mind about once it has left us.
• A genuine quality defect is covered for six months under the Consumer Protection Act.

Everything below is the detail behind those four lines.

Damaged, leaking or spoiled on arrival

Glass and couriers do not always agree. If your order arrives with a broken or leaking jar, a seal that has already popped, or contents that are clearly not right, contact us within 7 days of delivery or collection.

Send us a photo of the item and, if you still have it, the packaging. That is usually all we need — we will not ask you to post a broken jar back to us. We will send a replacement on the next dispatch, or refund that item in full, whichever you prefer.

Wrong item, or something missing

If we picked the wrong flavour or size, or something on your invoice is not in the box, let us know within 7 days of delivery or collection. We will send the correct item at our cost, and arrange collection of anything sent in error. You will not be out of pocket for our mistake.

Quality problems

Under section 56 of the Consumer Protection Act 68 of 2008, you may return goods that are defective, unsafe or not of good quality within six months of delivery or collection, for a repair, replacement or refund.

For food, that means a product that has failed before its date, was not properly sealed, or is not what it is described to be on the label. It does not cover a jar that has passed its date on your shelf, one that was left open or unrefrigerated after opening where the label says otherwise, or one you simply did not enjoy. Get in touch and tell us what happened — we make these in small batches and we genuinely want to know if one went wrong.

Change of mind

We have to be straight with you here. The seven-day cooling-off right in section 44 of the Electronic Communications and Transactions Act does not apply to foodstuffs and other perishable goods, because once a jar of food has left our hands we have no way of knowing how it has been stored, and we cannot resell it.

So we cannot accept returns purely because you changed your mind. What we can do is help you choose before you order — email or WhatsApp us and ask. We would rather spend five minutes helping you pick the right jar than have you stuck with the wrong one.

Cancelling an order

If your order has not been dispatched yet, we will cancel it and refund you in full. Contact us as soon as you can — small batches move quickly, and once it is with the courier we cannot pull it back.

If your order does not arrive

Tell us and we will chase the courier with the tracking reference. If a parcel is confirmed lost in transit, we will replace the order or refund it in full — that is our problem to sort out, not yours.

Please do make sure your delivery address and phone number are correct at checkout. If a parcel is returned to us because the address was wrong or nobody could be reached, we will happily resend it, but the second delivery charge is for your account.

How to start a return or claim

1. Email kleinbeginpesto@gmail.com or WhatsApp 084 722 2585.
2. Give us your order number, which item is affected, and what went wrong.
3. Attach a photo if anything is damaged, leaking or spoiled.
4. We will come back to you within two working days and tell you exactly what happens next. If we do need something posted back, we will give you the return address then — please do not send anything back before speaking to us.

How refunds are paid

Refunds go back the way the money came in — a card payment is reversed through Payfast to the same card. We cannot pay a card order out to a different account.

We process approved refunds within 10 working days. How quickly it then shows on your statement is up to your bank, and usually takes a few days more.

Where we refund a whole order because of our error or a failed delivery, the delivery charge is refunded too. Where only part of an order is affected, we refund those items.

Talk to us

Nothing in this policy takes away any right you have under the Consumer Protection Act or any other South African law.

Email
kleinbeginpesto@gmail.com
Phone / WhatsApp
084 722 2585