At Eland Butchery, located at 183 Pretoria Road, Witfield, Boksburg, South Africa, we stand behind the quality of our beef, lamb, venison, and game meat. Our goal is to ensure you’re satisfied with every order. This Refunds and Returns Policy explains how we handle returns, refunds, or replacements if something isn’t right. If you have questions, contact us at 011 826 2321 or elandbutchery@outlook.com.
1. Our Commitment to Quality
We prepare every order fresh to deliver the best taste and quality. If your meat arrives damaged, incorrect, or doesn’t meet our standards, we’ll make it right with a replacement or refund, as outlined below.
2. Eligibility for Returns or Refunds
To qualify for a return or refund, your order must meet one of these conditions:
The meat arrived damaged or spoiled.
You received the wrong product or quantity.
The product doesn’t match the description on our website.
You must notify us within 48 hours of delivery to report an issue. This allows us to address concerns promptly, as perishable items require quick action.
3. How to Request a Return or Refund
If you need to return an item or request a refund, follow these steps:
Contact Us: Call 011 826 2321 or email elandbutchery@outlook.com within 48 hours of receiving your order. Provide your order number and a brief description of the issue.
Provide Evidence: Send photos of the product (e.g., damaged or incorrect items) to help us process your request quickly.
Return Instructions: We’ll provide guidance on returning the item, if necessary, via our delivery partner, Courier Guy.
Resolution: Once we receive and verify the return, we’ll issue a replacement or refund within 5-7 business days.
Please note: Due to the perishable nature of our products, returns may not always require shipping the item back. We’ll advise you based on the situation.
4. Refund Process
If approved, refunds are processed to your original payment method via PayFast within 5-7 business days. You’ll receive an email confirmation once the refund is complete. Refunds cover the cost of the product and any applicable taxes, but shipping fees are non-refundable unless the issue was our error (e.g., wrong item sent).
5. Replacements
If you prefer a replacement over a refund, we’ll send a new order with the same or equivalent items at no extra cost. Replacements are shipped via Courier Guy, with delivery typically within 3-5 business days, depending on your location in South Africa.
6. Non-Returnable Items
We cannot accept returns or issue refunds for:
Products that were damaged after delivery due to improper storage or handling.
Orders reported outside the 48-hour window after delivery.
Items purchased during a special promotion where no returns were specified.
To ensure freshness, store your meat as recommended (e.g., refrigerated at 0-4°C) upon delivery.
7. Delivery Issues
We partner with Courier Guy for reliable nationwide delivery. If your order is delayed, lost, or arrives in poor condition, contact us within 48 hours. We’ll work with Courier Guy to resolve the issue and provide a replacement or refund as needed.
8. Your Rights
This policy complies with South Africa’s Consumer Protection Act (CPA). You’re entitled to safe, quality goods, and we’re committed to meeting those standards. If you’re not satisfied, we’ll address your concerns fairly and promptly.
9. Changes to This Policy
We may update this policy to reflect changes in our practices or legal requirements. Updates will be posted on this page with a revised effective date. Please check back periodically.
10. Contact Us
If you have questions about this Refunds and Returns Policy or need help with an order, reach out to us:
Address: 183 Pretoria Road, Witfield, Boksburg, South Africa
Phone: 011 826 2321
Email: info@elandbutchery.co.za
Shop with Peace of Mind
We’ve been delivering quality meat since 1969, and your satisfaction is our priority. If something isn’t right, we’ll fix it quickly so you can enjoy our premium beef, lamb, venison, and game meat. Browse our selection today and order with confidence.
