Refund policy

RETURNS & REFUND POLICY

Last Updated: 15 September 2026

At The Rib Cartel, we take the quality, freshness, and safe handling of our products seriously.

Because we sell meat and other perishable food products, returns and complaints require special consideration. This policy explains how we handle returns, refunds, replacements, and product complaints.

This policy must be read together with our Terms & Conditions and does not exclude or limit any rights available to consumers under applicable South African law.

1. Perishable Products

Our products include fresh meat and other food products that may deteriorate or expire rapidly.

For food-safety and hygiene reasons, we generally cannot accept the return of a perishable product simply because a customer has changed their mind, ordered the wrong quantity, or no longer wants the product after delivery.

This does not affect statutory rights relating to products that are defective, unsafe, damaged, incorrectly supplied, or otherwise fail to meet applicable legal requirements.

 

2. Incorrect Products

If you receive a product that is different from the product you ordered, please contact us as soon as reasonably possible.

We may request photographs of the product, packaging, labels, or order documentation to assist us in verifying the issue.

Where an incorrect product has been supplied, we will work with the customer to provide an appropriate remedy in accordance with applicable law.

 

3. Damaged Products

If an order arrives damaged, please notify us as soon as possible and preferably within 24 hours of delivery.

Photographs showing the condition of the product and packaging may be requested.

We will assess the circumstances and, where the complaint is valid, provide an appropriate remedy in accordance with applicable law.

 

4. Product Quality or Condition

If you believe a product was not in an acceptable condition when delivered, please contact us as soon as possible.

Examples may include:

• Product arriving damaged;
• Product appearing spoiled or otherwise unsafe;
• Incorrect product supplied;
• Significant discrepancy between the product ordered and the product supplied; or
• Another material quality issue.

Customers should not consume a product where they reasonably believe that it may be unsafe.

Where appropriate, retain the product and its packaging until we have advised you what to do with it.

 

5. Reporting Timeframe

Customers are requested to report problems as soon as reasonably possible and preferably within 24 hours of delivery, particularly for fresh or chilled products.

This timeframe is intended to allow us to investigate issues while the condition of a perishable product can still reasonably be assessed.

It is not intended to remove or reduce any statutory rights that a customer may have under South African law.

 

6. Evidence

To investigate a complaint, we may reasonably request:

• Order number;
• Customer name and contact details;
• Photographs of the product;
• Photographs of the packaging or label;
• Photographs showing the condition of the product;
• Delivery date and time;
• Description of the problem; and
• Any other information reasonably required to assess the complaint.

Requests for evidence will be proportionate to the nature of the complaint.

 

7. Refunds and Replacements

Where a complaint is found to be valid, the remedy will depend on the circumstances and applicable law.

Depending on the circumstances, the remedy may include:

• Replacement of the affected product;
• Refund of the affected product;
• Repair where legally applicable; or
• Another appropriate remedy permitted by law.

Where a consumer has a statutory right to select or receive a particular remedy, that right will be respected.

 

8. Refund Processing

Approved refunds will generally be processed using the original payment method where reasonably possible.

The time taken for the refund to reflect may depend on the payment provider or financial institution.

We will provide confirmation of the refund where reasonably possible.

 

9. Products Returned Due to a Valid Complaint

Where a product needs to be returned because of a valid complaint, we will advise the customer whether and how the product should be returned.

Because some food products may be unsafe or unsuitable for transportation after delivery, customers should not return food products without first receiving instructions from us.

Where applicable law requires the supplier to bear the risk or cost of returning goods, we will comply with those requirements.

 

10. Customer Storage and Handling

Our responsibility for product quality must be considered in light of the customer's handling of the product after delivery.

Customers are responsible for:

• Promptly refrigerating chilled products;
• Following storage instructions;
• Maintaining appropriate storage temperatures;
• Following use-by or expiry information;
• Preventing contamination; and
• Handling products safely.

Where a product has been improperly stored, handled, altered, or used after delivery, this may affect the assessment of a complaint to the extent permitted by law.

 

11. Order Cancellation

Customers should contact us as soon as possible if they wish to cancel an order before delivery.

Whether an order can be cancelled may depend on whether the order has already been prepared, packed, dispatched, or delivered.

Nothing in this section removes any cancellation right that may apply under South African law.

Certain foodstuffs and goods that are likely to deteriorate or expire rapidly are excluded from the standard ECTA seven-day cooling-off right.

 

12. Statutory Consumer Rights

Nothing in this Returns & Refund Policy is intended to exclude, restrict, or waive rights available to consumers under the Consumer Protection Act, Electronic Communications and Transactions Act, or any other applicable South African legislation.

Where applicable legislation provides a consumer with a right to return goods, replacement, repair, refund, or another remedy, that right will apply.

The CPA provides an implied warranty of quality in relation to consumer goods, subject to the provisions and limitations contained in the Act.

13. How to Contact Us

For returns, refunds, or complaints, contact:

The Rib Cartel
Email: info@theribcartel.co.za
Telephone / WhatsApp: 0837921732
Business Hours: Mon - Fri, 8am – 4pm

Please include your order number whenever possible.

 

14. Policy Updates

We may update this policy from time to time.

The current version will be published on our website.