Refund / Cancellation Policy

Once an order is placed online and paid, it is final. We cannot cancel it or refund it.

This is because your order goes into a specific slaughter and packing batch as soon as the cut-off passes. Produce packed for you cannot be sold to anyone else.

If you have arranged to pay by card on delivery and you cancel before the order is delivered, a cancellation charge of 25% of the order value is payable.

This covers the produce that was slaughtered, packed and set aside for you and can no longer be sold.

This is raw, perishable poultry. Once it has left our cold chain we have no way of knowing how it was transported, stored or handled.

Accepting it back and refunding it would mean putting food of unknown history back into our supply, which we will not do. This is a food safety decision, not a commercial one.

For the same reason we cannot resell returned product, so a refund is a total loss of that produce.

Your order is checked with you, pack by pack, when it is delivered. Please inspect every pack before you sign the delivery note.

Signing the delivery note means the order is correct, complete and in good condition. That signature is your acceptance of the goods.

Once the delivery note is signed, no refund, no return and no replacement will be made, for the health reasons set out above. There is no exception to this.

The point of delivery is your one opportunity to raise a problem. If you are not happy with a product, do not sign the delivery note.

Tell the driver at once, and send us full reasons in writing at accounts@dreyersrus.co.za as soon as possible. Please include your order number, which product is affected, and photographs where you can.

We escalate every such report internally and consider a replacement or a refund on the facts. This is considered on the merits of each case and is not automatic.

This applies only where the delivery note has not been signed. Once it is signed, the matter is closed.

If we cannot fulfil your order, for example because a product is unavailable or we cannot reach your address, we will contact you and refund that part of your order in full.

The Consumer Protection Act 68 of 2008 recognises that goods which are perishable, or which cannot safely be returned for health reasons, are not subject to the ordinary right of return. Fresh raw poultry falls squarely into that category.

Your right to goods that are safe and of good quality is unaffected, and that is exactly what the inspection at delivery is there to protect.