In the unlikely event that you need to cancel or return your order, we will do our utmost to ensure the process is as smooth and straightforward as possible.
All cancellations must be submitted in writing within 3 days of the delivery date. If the cancellation is not due to an error on our part, a R200.00 administration and handling fee, plus 3.5% of the total package value (before any discounts), will apply and will be deducted from your refund.
We will arrange a collection at a time convenient for you. A R100.00 collection fee will be charged and deducted from the final refund amount.
Please note that all goods must be returned in their original, undamaged packaging and remain fully frozen. For health and safety reasons, we cannot accept products that have been defrosted. If items are returned defrosted, you will be liable for the full cost of the package and the current price of any meals already consumed will be deducted from the amount owed.
We appreciate your understanding that transitioning to healthy, whole foods can take time. While there may be an adjustment period, the long term health benefits outweigh any initial taste changes.
Non-Returnable Items
The following items cannot be returned:
Gift cards
To complete a return, a receipt or proof of purchase is required. Please do not send items back unless a collection has been arranged.
Refunds
The collection fee is non-refundable.
Once your return has been received and inspected, we will notify you via email of its receipt and advise whether your refund has been approved or declined.
If approved, your refund will be processed and credited to your original payment method within a specified number of business days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@mealprepco.co.za
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at orders@mealprepco.co.za and we will facilitate the exchange.
Product Availability
In the rare event of a stock shortage, Meal Prep Co reserves the right to substitute an item with another popular product from the same range. For custom selections, clients will be notified of any unavailable items and offered suitable alternatives.
Nationwide Returns
Please note that we do not have branches nationwide. For refunds or replacements, a minimum processing time of 5 days applies. Customers will be responsible for any additional transport costs associated with nationwide exchanges or refunds.
Risk & Liability
All risk of loss or damage passes to the customer once delivery has been completed and the order has been successfully handed over.
While we take every reasonable precaution to package meals securely using insulated boxes and dry ice, we cannot be held responsible for delays, loss or damage caused by courier services. Any items that arrive damaged or compromised due to courier handling must be reported within 48 hours of delivery for assessment and possible resolution.
Nationwide Delivery Notice
Nationwide orders are dispatched Monday to Wednesday only, for delivery on Thursday or Friday.
