Refunds, returns
and cancellations

1. Cancelling an order

To cancel, message your concierge in your order conversation or email hello@scott-rodger.co.za as soon as possible.

Before shopping starts: you may cancel without charge. We will refund any payment received for the cancelled order.

After shopping starts: we will explain which goods can still be cancelled or returned. Where the law permits, a reasonable cancellation charge may apply for work already performed or unavoidable costs incurred. We will explain the amount and its basis, taking account of the notice given and our ability to avoid or recover the cost. We will not charge twice for the same cost.

We will not impose a cancellation charge where you have a legal right to cancel without penalty. Statutory cooling-off rights are explained below.

If we cancel: if we cannot fulfil your entire order, we will refund all payments for it, including associated service, delivery and transaction charges and any tip paid to us. If only part of the order is unavailable, we will explain your options and refund anything not supplied.

2. Missing, incorrect, damaged or spoiled goods

Please inspect your order on delivery. Tell us about problems as soon as possible, preferably within 24 hours for fresh, chilled, frozen or prepared food. This is a request for prompt reporting, not a deadline that removes your legal rights.

Give us your order number or other proof of purchase, identify the affected items and describe the problem. Photographs are helpful where reasonably available. We may ask for information reasonably needed to assess the claim.

For missing items, we will refund the amount charged or arrange delivery if you prefer. For incorrect, damaged or spoiled goods supplied to you, we will arrange an appropriate refund or replacement, respecting your statutory choice of remedy. We cover necessary collection and replacement-delivery costs for these problems.

Do not consume goods you believe are unsafe. Keep the goods and packaging only where safe and practical while we arrange the next step. If storage would create a health risk, take photographs where possible, dispose of the goods safely and let us know.

3. Unavailable items and substitutions

You will not be charged for unavailable items that are not supplied. Any amount already paid for them will be refunded.

Substitutions must follow your recorded instructions or be approved by you. If we supply an unauthorised substitute, we will arrange a return and refund or an agreed replacement at our expense.

4. Change-of-mind returns

We do not offer additional, discretionary change-of-mind returns for perishable groceries, fresh or frozen food, prepared meals or opened hygiene-sensitive products. This does not affect claims for defective, unsafe, incorrect or otherwise non-compliant goods, or any statutory right to cancel.

For other goods, contact us within seven calendar days of delivery if you change your mind. We will explain whether you have a statutory return right or whether the supplying retailer offers an additional, voluntary return. Contacting us does not guarantee a discretionary return.

Voluntary returns should be unused, complete and in their original packaging. We will confirm any customer-payable collection cost before arranging it. These conditions do not apply where they would restrict your statutory rights.

Online cooling-off rights: where section 44 of the Electronic Communications and Transactions Act applies, you may cancel without reason or penalty within seven days after receiving goods, or within seven days after concluding a service agreement. Only the direct cost of returning goods may be charged, and we will refund payments within 30 days of cancellation.

The Act provides exceptions, including food, beverages and other everyday-consumption goods delivered to your home or workplace; goods likely to deteriorate or expire rapidly; and services begun with your consent before the cooling-off period ends. Those exceptions do not remove your rights concerning defective goods or unsatisfactory service.

5. Defective goods and unsatisfactory service

Where the Consumer Protection Act’s implied warranty of quality applies, goods that fail to meet its quality standards may be returned within six months of delivery, without penalty and at the supplier’s risk and expense, for your choice of repair, replacement or refund.

The nature of the goods, their reasonable useful life and storage or use conditions are relevant to assessing quality. The six-month provision is not a promise that perishable food will remain fresh for six months.

If our shopping or delivery service fails to meet the standard required by law, we will remedy the failure or refund a reasonable portion of the service charge, as applicable. Service and delivery charges are not automatically non-refundable simply because work has started.

For an otherwise properly completed service, returning one item does not automatically entitle you to a refund of the entire service fee. We will assess the circumstances and honour any refund required by law. Retailer policies do not override our own statutory obligations.

6. Refunds and timing

We aim to acknowledge your request within two business days. We will explain any assessment or return needed and keep you informed if a matter takes longer to resolve. Business days are Monday to Friday, excluding South African public holidays.

We aim to initiate approved refunds within five business days after any necessary assessment or return. These service targets do not extend statutory deadlines, and we will not unreasonably delay assessing a claim.

Refunds are normally sent to the original payment method. If that method cannot receive a refund, we will agree a secure alternative with you. We will not replace a cash or card refund with store credit unless you choose that option.

After we initiate a card refund, it may take up to 14 business days to appear, depending on your bank and payment provider. Other payment methods have different processing times, which we will explain when arranging the refund. We will provide confirmation once it has been initiated. Contact us if it does not arrive within the advised period.

We correct duplicate payments and overcharges and do not charge a refund administration fee. Where a full refund is due, we include associated transaction charges paid to us. For partial refunds, we explain the calculation and refund associated charges where applicable.

If an order was partly paid using a voucher or account credit, we will explain how that portion is restored. Amounts actually paid by you will be refunded as described above; promotional credit has no cash value unless its terms or the law provide otherwise.

7. Contact us

Company office and address for legal notices: The Gatehouse, Waterfall Estate, Waterfall City. Contact person: Warwick Scott-Rodger. Telephone: 082 575 4030. Email: info@scott-rodger.com.

You can also message your concierge in your order conversation. Please contact us before sending goods back so we can confirm the appropriate collection or return location. Our business address is not automatically the return address for every retailer.

If you disagree with a decision, ask for your complaint to be reviewed by the concierge manager. We will explain our decision and its reasons. This does not prevent you from approaching an appropriate ombud, regulator or court, and you do not have to complete our internal process to exercise your legal rights.

8. Your rights and policy changes

Nothing in this policy excludes or restricts rights under South African consumer law. The policy in effect when you place your order applies to that order; later changes do not retrospectively reduce your rights.