You are always welcome to return or exchange the products purchased at SANCTUARY FARM PRODUCE.
You have 7 days to decide if an item is right for you. The items must be returned to SANCTUARY FARM PRODUCE’s address in proper condition and in manufacturer’s packaging unless returned as faulty or damaged.
REFUND OPTION
We offer several methods of compensation for a returned item if the product is undamaged and the package is in proper condition:
Replacement:
We will replace the item with another one of better quality, different size, or colour.
Money refund:
We will return the cost of the item you spent to purchase.
Gift card:
We will give a Gift card equal to the cost of the item (or larger) to be used on our Site with another purchase.
Although you are free to choose preferred compensation, we reserve the right to change the list of available compensation options depending on the items returned, customer location, banking peculiarities, or other reasons creating difficulties or inconveniences whether for SANCTUARY FARM PRODUCE or for customers.
HOW TO RETURN A PURCHASED ITEM
Send us an email to [email protected] with your order number, the product you are returning, the reason for the return, and if you are waiting for a refund or an exchange. If you do not mention your order number, we won’t be able to process your return. Repackage the item in the original box and packaging.
Take your parcel to any Postnet and obtain proof of postage for the tracking number – this will speed up the process and will legitimise that your parcel is on its way back to us.
The address for returns is:
Postnet Derdepark
Pretoria
The shipping cost for the returned items is paid by you. We will compensate the shipping charges in case of returning damaged, faulty, or incorrect items.
WHAT HAPPENS NEXT
We’ll send you an email as soon as we’ve received your return in its original condition and processed your return.
- A returned item will be inspected upon arrival.
- If the condition an item has been returned in is inappropriate (e.g. tags have been removed or there are signs of wear) and we’re unable to put it back into stock, we may not be able to accept your return and we may have to send it back to you.
- If the condition of a returned item is appropriate, you will receive compensation within 10 business days depending on the payment method you used for purchasing the returned item.
- If you paid by credit/debit card, we will refund the balance of your credit/debit card.
- If you use a Gift card to purchase the returned item, we will refund the paid money to the balance of the credit/debit card (whatever was used) and will provide you with a new Gift card as, due to our internal rules, any Gift card can’t be used twice or more time.
RETURNING A DAMAGED OR FAULTY ITEM
We are sorry that you received a damaged or faulty item!
Please return this item to us as soon as possible so that we could process the refund. If you’re unable to return the item, please contact our Customer care service at [email protected].
Please bear in mind that all items are inspected on return.
RETURNING AN INCORRECT ITEM
If one of the items you received isn't what you ordered, please send it back to us, and once inspected, we'll refund you as soon as it's arrived back at our warehouse.
NON-REFUNDABLE ITEMS
We do not refund the products that are not eligible for return.
Non-refundable (non-returnable) products:
- Any item damaged after leaving the premises of Sanctuary Farm Produce
- Any opened item (broken seal or used)
For more information on product-specific return policies, contact our Customer care service at [email protected].
Last updated: July 27, 2022
