1. Our Refund Philosophy

At Table Bay Foods, we believe in trust and transparency. Our entire business model is built on the principle that you should only pay for products you are completely satisfied with.

1.1 The Table Bay Foods Promise

• Inspect Before You Pay — You have the right to examine every item in your order before making payment.
• Pay Only for What You Keep — You only pay for items you accept and are satisfied with.
• No Questions Asked — If you reject an item, we take it back with no questions asked.
• Quality Guarantee — We stand behind the freshness and quality of all our products.

2. Inspection Before Payment

2.1 Your Right to Inspect

This is the most important part of our refund policy:

2.2 Acceptance Process

1. Driver presents your order to you
2. You inspect all items thoroughly
3. You accept the items you are happy with
4. You reject any items that don't meet your expectations
5. You pay only for the items you accept
6. Rejected items are taken back by the driver

3. When Refunds Are Issued

3.1 At Delivery (Rejection)

The most common "refund" happens at delivery:

• You reject items you are not satisfied with
• You do not pay for rejected items
• No refund process is needed — you simply don't pay
• This is our preferred way of handling issues

3.2 Post-Delivery Refunds

In rare cases where an issue was not apparent during inspection:

• Hidden Defects: If there is a defect that could not have been discovered during inspection, contact us within 2 hours of delivery.
• Quality Issues: If an item deteriorates unexpectedly due to a quality issue, we will investigate.
• Wrong Items: If you received items different from what you ordered, we will make it right.
• Damaged Items: If items were damaged during delivery but not visible during inspection.

3.3 Refund Types

• Full Refund: For significant issues affecting the entire order
• Partial Refund: For issues affecting specific items
• Credit: Store credit for future orders
• Replacement: Replacement of affected items on next delivery

4. When Refunds Are Not Issued

4.1 Why We Don't Refund for Taste

5. How to Request a Refund

5.1 For Issues at Delivery

• Simply reject the items you are not satisfied with
• Tell the driver which items you are rejecting
• You won't pay for rejected items
• No paperwork or formal request needed

5.2 For Post-Delivery Issues

5.3 Contact Methods

6. Refund Processing Time

6.1 At Delivery (Rejection)

• Immediate: You simply don't pay for rejected items
• No processing time: No refund to process
• No paperwork: Simple and immediate

6.2 Post-Delivery Refunds

• Investigation: 24 hours to investigate your claim
• Approval: 24-48 hours after investigation
• Processing: 5-10 business days for bank processing
• Total: Typically 3-5 business days for resolution

7. Discretionary Refunds

We understand that exceptional circumstances can arise. In cases not covered by our standard policy:

• We may offer discretionary refunds for genuine issues
• We consider each case on its individual merit
• We aim to be fair and reasonable
• We prioritize customer satisfaction

7.1 Factors We Consider

• History with Table Bay Foods
• Nature and severity of the issue
• Whether you have been a loyal customer
• Whether the issue could have been avoided
• Your communication and cooperation

8. Contact Us