Refund policy

 

Governing law

This policy is governed by South African law and in particular the Consumer Protection Act (Act 68 of 2008) as amended.

 

General terms

"Customer", "you" and "your" refers to a natural or juristic person who transacts with us. "We", "us" and "our" refers to Cheddar and Barley (Pty) Ltd.

We will consider all requests for full or partial refunds. Where this policy refers to a "Full Refund" that amount is a total amount paid by Customer to us in South African rand (ZAR). We are responsible for ensuring that Customer receives that amount when a refund is legally appropriate. Please bare in mind that we, not Customer, are responsible for the payment of payment processing and other contractual fees to any payment service provider who facilitates the collection of the payment for Customer's order. Refunds from payment service providers directly to Customers will be deducted from the available payout pending to us or the balance in our account with the payment service provider (whichever is applicable). If the pending payout or balance in our account with the payment service provider is not enough for a Full Refund or partial refund to Customer (as applicable), then we will issue the refund from our own bank account to a South African bank account in Customer's name.

From 10 days and onwards after Customer has received delivery of Customer's order, all refunds will be made from our bank account by electronic funds transfer (EFT) to a bank account in Customer's name.

All requests for full or partial refunds will be considered in accordance with South African law. The granting of full or partial refunds outside of legal requirements will be at our discretion. 

These General terms apply to transactions involving products that are goods and also apply to transactions involving products that are services.

 

Refunds for orders that have been cancelled before goods are dispatched

Orders should be dispatched to customers 1-2 business days after an order has been placed.

Customers may cancel an order and receive a Full Refund without the deduction of any fee up until the time that an order has been booked for collected by a courier.

 

Returns and refunds for orders of goods that have been dispatched

For goods dispatched for delivered to customers in South Africa, we have a 10-day return policy for non-defective goods. This means that you have 10 days after receiving your good(s) to return the good(s) to us and receive a Full Refund without the deduction of any fee (including payment processing fees). These 10 days are referred to as a "cooling-off" period. It is compulsory for a customer to inform us within 5 working days of delivery of the intention to return the good(s) under the "cooling-off" period regulations.

To be eligible for a return, your non-defective goods must be in the same condition that you received it, unworn or unused, with tags, and in their original packaging. You’ll also need the receipt or proof of purchase.

At the very least, defective goods can be returned during the first 6 months after receiving your good(s), and up to the end of the manufacturer's warranty for the good(s), which may be more than 6 months after purchase.

For defective goods and for goods that have failed during a manufacturer's warranty period, the defective items must be returned with as much of the original packaging as possible and be associated with a valid receipt or proof of purchase.

To start a return, you can contact us at info@cheddarandbarley.com. Please note that returns will need to be sent to the following address: 2 Ncondo Place, Umhlanga Ridge, KwaZulu-Natal, South Africa, 4320 or another address specified in our correspondence with you.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@cheddarandbarley.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Important note: We can accept returns on sale items and regular-priced items but not on gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be refunded within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at info@cheddarandbarley.com