Refund policy
Crave Nature Returns & Refund Policy
At Crave Nature, we take great care to ensure that our products reach you fresh, properly packaged and in excellent condition. If there is a problem with your order, please contact us and we will do our best to resolve it promptly.
This Returns & Refund Policy applies to purchases made through the Crave Nature online store and should be read together with your rights under applicable South African consumer law, including the Consumer Protection Act 68 of 2008 (CPA). Nothing in this policy is intended to limit any rights you may have under applicable law.Â
7-Day Return Policy
For eligible products, you may request a return within 7 days of receiving your order.
Because Crave Nature sells food products, we have additional requirements for returns to protect the health and safety of our customers.
For a change-of-mind return to be considered, the product must be:
- unopened and unused;
- in its original, sealed packaging;
- in the same condition in which it was received;
- suitable for resale; and
- accompanied by your order number, receipt or other proof of purchase.
For health, hygiene and food-safety reasons, we generally cannot accept change-of-mind returns of food products that have been opened, partially consumed, tampered with or had their original seal broken.
This does not affect your rights where a product is defective, damaged, unsafe, incorrectly supplied or otherwise does not comply with applicable South African consumer law.
Starting a Return
To request a return, please contact us at:
Please include your order number, the product concerned and the reason for requesting the return. Where the product is damaged, defective or incorrect, please include clear photographs where reasonably possible, as these can help us resolve the matter more quickly.
If your return is accepted, we will provide you with instructions on how and where to return the product.
Please do not send products back to us without first contacting Crave Nature and receiving return instructions.
Damaged, Defective or Incorrect Products
Please inspect your order as soon as reasonably possible after delivery.
If your order arrives damaged, you receive the incorrect product, or you believe a product is defective, contaminated, unsafe or otherwise unsuitable for consumption, please contact us as soon as possible at info@cravenature.co.za.
Please provide your order number and, where reasonably possible, photographs of the product, packaging and any visible damage.
We will assess the matter and, where applicable, provide an appropriate remedy in accordance with South African consumer law.
The Consumer Protection Act provides consumers with protections relating to the quality and safety of goods, including an implied warranty of quality. These statutory rights are separate from Crave Nature’s voluntary 7-day change-of-mind return period.Â
Food Safety
Due to the nature of the products we sell, we cannot ordinarily accept the return of an opened food product simply because a customer has changed their mind, dislikes the taste or no longer wants the product.
However, if you believe a product is spoiled, contaminated, unsafe, defective or otherwise not of the quality reasonably expected, please contact us so that we can investigate the issue.
Where appropriate, please retain the product and its original packaging until we have advised you what to do with it. Information such as the product’s batch or lot details and photographs may be required to assist with traceability and investigation.
South African food regulation places particular importance on food safety, hygiene and traceability.Â
Allergens
Many Crave Nature products contain or may come into contact with nuts, peanuts, dairy and other allergens.
Customers should carefully review the product information and allergen information provided on the packaging before consumption.
If you receive a product that has been incorrectly labelled or differs materially from the product you ordered, please do not consume it and contact us immediately.
Change-of-Mind Returns
If an eligible, unopened product is being returned because you have changed your mind, the cost of returning the product to Crave Nature will generally be for your account.
The original delivery charge is generally not refundable for a change-of-mind return, except where required by applicable law.
The product remains your responsibility while being returned to us and should therefore be packaged securely.
Incorrect, Damaged or Defective Orders
Where a return is accepted because Crave Nature supplied an incorrect product, or because the product is confirmed to be damaged or defective in circumstances for which Crave Nature is responsible, Crave Nature will cover the reasonable cost of the return, where a return is required.
Depending on the circumstances and your applicable rights, we will arrange an appropriate remedy, which may include a replacement or refund.
Sale and Promotional Items
Products purchased on sale or promotion are subject to the same protections under applicable South African consumer law as other products.
However, change-of-mind returns of sale or promotional food products are only accepted where they otherwise qualify under this policy.
This means that a discounted product cannot be refused a remedy merely because it was on sale where the customer otherwise has a statutory right to return it.
Exchanges
Because our products are food items, we generally do not process direct exchanges for change-of-mind purchases.
If your eligible return is approved, you may place a new order for the product you would prefer.
Where we supplied an incorrect, damaged or defective product, please contact us and we will determine the appropriate remedy in accordance with this policy and applicable law.
Refunds
Once your returned product has been received and inspected, we will notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method within 5 business days.
Please note that your bank, card issuer or payment provider may require additional time to process the refund and reflect it in your account.
If more than 14 business days have passed since we confirmed that your refund was approved and you have not received it, please contact:
Contact Us
For any questions regarding returns, refunds or problems with your order, please contact:
Crave Nature
Email: info@cravenature.co.za