Refund and Returns Policy

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Last Updated: June 2023

At Hekpoort Honey Farms, we strive to ensure your complete satisfaction with your purchase. Please read our Return Policy to understand your options if there is an issue with your product. As our products are food items, for safety reasons, we do not accept returns unless there is a concern about the safety or quality of the product, or if you received the incorrect item.

Return Eligibility

1.1. Items Eligible for Return: We accept returns on products that meet the following criteria:

  • First, contact us at shop@hekpoorthoneyfarms.co.za with your order number and feedback about the product.
  • Products that have been damaged upon receipt.
  • The item must be in its original condition, including all original packaging, labels, and accessories.
  • The item has not been altered.
  • The return request is made within 3 days from the date of delivery.

1.2. Items Not Eligible for Return: We do not accept returns for the following:

  • Goods where the primary packaging has been opened, unsealed, or tampered with.
  • Goods that have been mixed with other food or non-food items.
  • Returns claimed more than 3 days after delivery.
  • Items returned due to a customer “changing minds” about their purchase.

Return Process

2.1. Initiating a Return: To initiate a return, please follow these steps:

  • Contact our Customer Support team at shop@hekpoorthoneyfarms.co.za to request a Return Authorization (RA) number.
  • Pack the item securely, including the RA number and a copy of your purchase receipt.
  • Ship the return package to the address provided by our Customer Support team.

Refund Process

3.1. Inspection: Upon receiving your return, our team will inspect the item to ensure it meets our return eligibility criteria.

3.2. Refund or Replace: If your return is approved, we will process a refund to the original payment method within 7 business days. Please note that it may take additional time for the refund to appear on your credit card or bank statement. Alternatively, a replacement can be sent.

Damaged or Defective Items

If you receive a damaged or defective item, please contact our Customer Support team within 3 days of receiving the order. We will arrange for a replacement or refund as appropriate.

Contact Us

If you have any questions or need assistance with a return, please contact our Customer Support team at:

Hekpoort Honey Farms
Plot 504, Hekpoort
Krugersdorp, Gauteng
1790
shop@hekpoorthoneyfarms.co.za