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Refund Policy

Last Updated: 30 September 2026

We want you to be completely satisfied with your order. This policy explains how refunds work at Table Bay Foods.

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1. Our Refund Philosophy

At Table Bay Foods, we aim to resolve genuine order problems fairly while keeping the process simple for both delivery models.

Express: Delivered before you pay. Inspect the order at the door and raise visible issues before payment.

Fresh Market: Paid before sourcing. If there is a verified quality, damage, missing-item, quantity or incorrect-item issue, we review it for an appropriate resolution.

1.1 Our Approach

  • Fair Review: Genuine order issues are assessed based on the circumstances and available evidence.
  • Appropriate Resolution: A verified issue may be resolved through correction, replacement, credit or refund where applicable.
  • Prompt Reporting: Customers should report problems as soon as reasonably possible.
  • Consumer Rights: Nothing in this policy is intended to remove rights that cannot lawfully be excluded.

2. Inspection & Order Issues

2.1 Express — Inspect Before You Pay

Express Protection

  • Inspect visible product condition, correctness, quantities and applicable weights at the door.
  • Raise any visible concern before completing payment where reasonably possible.
  • If an item is rejected before payment, it will be handled through our verification and return process.

2.2 Fresh Market — Paid Before Sourcing

Fresh Market orders are paid before we source them. The current minimum order is R300, the service fee is 7.5%, and scheduled delivery is Tuesday & Friday.

If you identify a quality, damage, missing-item, quantity or incorrect-item issue, report it promptly through our Complaint & Support Centre so that it can be reviewed.

3. When a Refund or Other Resolution May Apply

A refund is not automatic for every complaint. We first review the issue and determine the most appropriate resolution.

3.1 Examples of Issues We Review

  • Incorrect Item: You received a product different from the confirmed order.
  • Missing Item: A paid item was not delivered.
  • Verified Damage: An item was damaged before or during delivery.
  • Quality Concern: A fresh or perishable product has a genuine quality issue.
  • Quantity or Weight Difference: A verified difference exists between the order and what was supplied.

3.2 Possible Resolutions

  • Correction: Correcting an order or billing difference.
  • Replacement: Replacing an affected item where practical.
  • Credit: Account or store credit where agreed.
  • Refund: Full or partial refund where appropriate to the verified issue.

4. When a Refund May Not Apply

A refund may not be appropriate where:

  • Personal Taste: The product is not defective but does not match your personal taste or preference.
  • Natural Variation: Fresh or food products vary naturally in size, colour, appearance, texture or flavour.
  • Incorrect Storage or Handling: The issue arose after delivery because of improper storage, handling or preparation.
  • Customer-Caused Damage: The item was damaged after delivery.
  • No Verifiable Issue: We cannot reasonably verify the reported problem.

4.1 Taste & Preference

Taste is Subjective

Food products can have natural variations in taste, texture, appearance and flavour. Personal preference alone is generally not treated as a product defect.

These exclusions apply only to the extent permitted by applicable law and do not remove any rights that cannot lawfully be excluded.

5. How to Report an Order Issue

1
Report the Issue Promptly

Use our Complaint & Support Centre as soon as reasonably possible.

2
Provide Details

Include your order number, affected item, description of the issue and photos where relevant.

3
Review

Our team will assess the issue and may request reasonable additional information.

4
Resolution

We will advise whether correction, replacement, credit or refund is appropriate.

5.1 Contact Methods

Complaint Centre: Submit here
Email:
Phone:
WhatsApp: 27671800561

6. Refund Processing

Where a refund is approved, processing time depends on the payment method, payment provider and banking system involved.

Processing Times

  • We will initiate an approved refund as soon as reasonably practical.
  • Card, online-payment and bank refunds may take additional business days to appear after we process them.
  • Payment-provider or bank processing times are outside our direct control.
  • We will provide confirmation once the refund has been initiated where available.

7. Fair Resolution

Every order issue can be different. Where the standard examples in this policy do not fully cover the circumstances, we will review the matter fairly and reasonably.

  • We consider the nature and severity of the issue
  • We consider the condition of the product and available evidence
  • We consider what resolution is practical and proportionate
  • We aim to resolve genuine problems without creating unfair automatic compensation promises

Our Commitment: We want you to be happy with your experience. If something went wrong, we will work with you to find a fair solution.

7.1 What We Consider

  • The order and product involved
  • The nature and timing of the issue
  • Supporting information reasonably available
  • Whether replacement, correction, credit or refund is the most appropriate outcome
  • Applicable consumer-law requirements

8. Contact Us

Have questions about our refund policy?

Contact us:

Complaint Centre: Submit here
Email:
Phone:
WhatsApp: 27671800561
Note: For refund-related complaints, please use our Complaint & Support Centre. This is the official channel for resolution.

Refund Policy Summary

Express Protection

Inspect at the door before you pay.

Fresh Market

Paid before sourcing; verified issues are reviewed.

Report Promptly

Provide your order number and supporting details where relevant.

Fair Resolution

Correction, replacement, credit or refund may apply.

Taste is Subjective

Personal preference alone is generally not a product defect.

Your Rights Remain

This policy does not remove rights that cannot lawfully be excluded.

Maximum Freshness

Sourced fresh for you

Free Delivery

On orders over R800

WhatsApp Order

No account needed

Quality Checked

Checked before dispatch

Express Protection

Delivered before you pay

Why Trust Us? EXPRESS

Why Trust Table Bay Foods

We put our customers first. Here's how we earn your trust every day.

Build Trust First

Express Delivery: Our Delivered Before You Pay promise applies to Express orders. Inspect your groceries at the door before completing payment.

See Before You Buy

Express: Raise visible quality or order concerns before payment where reasonably possible.

Two Ways to Order

Fresh Market: Pay before sourcing. Current minimum R300, service fee 7.5%, delivery Tuesday & Friday.

Customer First Culture

We put the customer at the center of everything. Your satisfaction drives every decision we make.

Learn More About Us

Express: Delivered Before You Pay  •  Fresh Market: Pay Before Sourcing  •  Free Delivery Over R800