Returns and refunds
Our 48 hour freshness guarantee and your rights under the Consumer Protection Act.
We cook to order and we want you to be happy with what arrives. If you are not, tell us and we will put it right.
Changing or cancelling an order
Tell us as soon as you can on 072 522 7099 or [email protected] and we will change or cancel your order at no cost, as long as it has not gone into production yet.
Once your meals have been cooked and packed we can no longer cancel the order, because they are freshly prepared perishable food made to your order. For the same reason, the seven day cooling-off right in section 44 of the Electronic Communications and Transactions Act does not apply to our meals: section 42(2) of that Act excludes perishable goods. This does not affect any of your other rights, which are set out below.
The 48 hour freshness guarantee
If you are not satisfied with the quality of the meals delivered, contact us within 48 hours of delivery and we will sort it out. To help us do that:
- Contact us on 072 522 7099 (phone or WhatsApp), or email [email protected]
- Give us your order number and tell us which meals the problem is with
- Send a photograph if you can, so we can see what you saw and fix the cause
- Keep the affected meals until we have confirmed the outcome
We respond within two business days with a refund to your original payment method, store credit, or replacement meals on your next delivery, whichever suits you best.
Why 48 hours? It is not a deadline on your rights. It is the point past which we can no longer tell how the meals were stored once they left us, so we cannot investigate properly or fix what caused it. Come to us later than that and we will still look at it, we just may not be able to establish what went wrong.
Damaged or defrosted on arrival
Contact us immediately on 072 522 7099. You are entitled to a replacement box or a full refund, and we take it up with our logistics partner ourselves.
Missed deliveries
You get a dispatch notification and a delivery window before the driver arrives, so please keep the number you gave us at checkout reachable on the day. If we cannot reach you and the delivery fails, we will arrange the next available slot with you. See our Delivery Policy.
Your rights under the Consumer Protection Act
Nothing on this page limits or replaces your rights under the Consumer Protection Act 68 of 2008. In particular:
- Section 55 gives you the right to goods that are of good quality, in good working order and free of defects.
- Section 56 gives you the right, within six months of delivery, to return goods that fail to meet that standard and to choose a refund, a replacement or a repair. That right is yours regardless of anything else on this page.
- Section 20 gives you the right to return goods in the specific circumstances it sets out.
If you believe something we have sold you falls into any of these, contact us and say so. We would far rather settle it ourselves than have you take it further, but if we cannot agree you may refer the matter to the National Consumer Commission or the Consumer Goods and Services Ombud. Their details are on our Contact information page.
How refunds are paid
Refunds go back to the payment method you used, and how long your bank takes is up to your bank. If you would rather have store credit or replacement meals, say so and we will do that instead, usually faster.
Last updated: 16 September 2026