Refunds & Returns Policy

This Shipping, Returns & Refunds Policy explains how delivery, cancellations, returns, replacements and refunds are handled for orders placed through https://ritasfoodstore.co.za. This policy should be read together with our Terms & Conditions and Privacy Policy.

Nothing in this policy is intended to remove or limit any rights you may have under applicable South African consumer-protection legislation.

We deliver orders to locations supported by our delivery service.
Delivery areas: Nation-wide
Delivery availability may depend on the delivery address, product type and other logistical considerations.

Estimated delivery times will be communicated during checkout or otherwise before the order is completed.
Delivery times are estimates and may be affected by:
• Courier delays;
• Traffic;
• Weather;
• Public holidays;
• Peak periods;
• Incorrect delivery information;
• Unsuccessful delivery attempts; or
• Other circumstances outside our reasonable control.
Where a significant delay occurs, we will make reasonable efforts to communicate with you.

Customers are responsible for providing a complete and accurate delivery address and contact number.
Please ensure that someone is available to receive the order where required.
If delivery cannot be completed because:
• The address is incorrect or incomplete;
• No one is available to receive the order;
• The courier cannot gain access to the property; or
• The customer otherwise prevents delivery, additional delivery charges may apply where a further delivery attempt is required.

Please check your order as soon as reasonably possible after delivery.
If an item is:
• Missing;
• Incorrect;
• Damaged;
• Spoiled;
• Defective; or
• Significantly different from what was ordered, please contact us as soon as possible.
Where possible, please provide photographs of damaged or incorrect products and the packaging. This helps us investigate the issue and resolve it more quickly.

If your order arrives damaged, please contact us as soon as reasonably possible.
We may request photographs or other information to help determine what happened during delivery.
Depending on the circumstances and applicable consumer law, we may offer:
• A replacement;
• A refund;
• A partial refund; or
• Another appropriate remedy.

If you receive an incorrect item or an item is missing from your order, contact us as soon as reasonably possible.
We will investigate the order and, where appropriate, arrange a replacement, refund or other suitable remedy.

Many of our products are food products and some may be perishable. For food-safety reasons, we generally cannot accept the return of food products simply because a customer has changed their mind after delivery, particularly where the product is perishable, opened, temperature-sensitive or otherwise unsuitable for resale.

This does not affect any rights you may have under applicable consumer-protection legislation where a product is defective, unsafe, damaged, incorrectly supplied or otherwise does not comply with applicable requirements.

If a product is defective, unsafe, damaged, spoiled, incorrectly described or otherwise does not comply with applicable consumer-protection requirements, please contact us. We will assess the issue and provide an appropriate remedy in accordance with applicable law.
Depending on the circumstances, this may include repair, replacement, refund or another appropriate remedy.

Because we sell food products, certain products may not be suitable for return due to their nature, including perishable, opened or temperature-sensitive products.
Where a product is eligible for a change-of-mind return, it must generally be:
• Unused;
• Unopened;
• In its original condition; and
• Suitable for resale.
Some products may be excluded from change-of-mind returns because of their nature. Nothing in this section limits rights that cannot legally be excluded under South African law.

If you need to cancel an order, please contact us as soon as possible. We will try to accommodate cancellation requests received before the order has been processed or dispatched. Once an order has been prepared, dispatched or delivered to the courier, cancellation may no longer be possible.

Where cancellation is permitted, any applicable refund will be processed using the appropriate payment method, subject to applicable law and the terms of the relevant payment provider.

Where a refund is approved, we will generally process the refund using the original payment method where reasonably possible.
The time it takes for the refund to appear in your account may depend on your bank or payment provider.
Typical refund processing time: 7-10 Business days
We are not responsible for delays caused by banks or third-party payment providers after a refund has been processed by us.

Where only part of an order is affected, we may issue a refund for the affected product or portion of the order rather than refunding the entire order. The appropriate remedy will depend on the circumstances and applicable law.

Where a product is damaged, defective or incorrectly supplied, we may offer a replacement where appropriate and where stock is available. If a replacement is not available, we may provide another appropriate remedy, including a refund where applicable.

If an order cannot be delivered because of circumstances caused by the customer, such as an incorrect address or failure to make the order available for receipt, any refund will be assessed on a case-by-case basis and subject to applicable law.

Additional delivery or courier costs may not be refundable where they have already been incurred.

To request a return, replacement or refund, contact us:
Email: orders@ritasfoodstore.co.za
Telephone/WhatsApp: 065 813 9769

Please include:
• Your name;
• Order number;
• Date of purchase;
• Product concerned;
• Description of the problem; and
• Photographs where relevant.

Please do not return food products without first contacting us and receiving instructions.

Customers are responsible for following the storage and handling instructions provided on product packaging.
Where a product requires refrigeration, freezing or other specific storage conditions, it should be stored appropriately immediately after delivery.

We may not be responsible for deterioration caused by improper storage or handling after delivery.

This policy is subject to applicable South African consumer-protection legislation, including the Consumer Protection Act 68 of 2008, where applicable. Nothing in this policy is intended to exclude, restrict or waive any consumer right that cannot legally be excluded, restricted or waived. Where there is a conflict between this policy and a mandatory legal consumer right, the applicable legal requirement will prevail.

We may update this Shipping, Returns & Refunds Policy from time to time.
The updated version will be published on the Website with a revised “Last updated” date.

Rita’s Food Store
Email: info@ritasfoodstore.co.za
Telephone: 065 813 9769

*Last updated: 7 September 2026*