Cancellation policy

Cancellation policy

Effective Date: October 3, 2024

At Epic Foods (Pty) Ltd, we strive to provide our customers with the best service and ensure that all orders are processed quickly and efficiently. However, we understand that sometimes circumstances change, and you may need to cancel an order. Please read the following policy carefully to understand how order cancellations work on our platform.

1. Order Cancellation Process

You may cancel your order under the following conditions:

  • Before Processing and Packing: Orders can be cancelled without penalty before they have been processed and packed for shipping. To cancel your order during this stage, please contact us immediately at support@epic.co.za or (+27) 11 248 0000 with your order number and cancellation request. We will confirm the status of your order and whether it can be cancelled.

2. Cancellation After Processing and Packing

Once your order has been processed and packed for shipping, we reserve the right to refuse any cancellation requests. At this point, the order is already in the shipping phase, and it is no longer possible to cancel the order.

  • Delivery in Progress: If the order has been processed, packed, and shipped, cancellation is not possible. You will need to wait until you receive the order and follow the return process outlined in our return policy, should you wish to return the item.

3. How to Request a Cancellation

To request a cancellation, you can:

We will respond as soon as possible to confirm if the order can still be cancelled.

4. Refunds for Cancelled Orders

If your order is successfully cancelled before processing and packing, you will receive a full refund. The refund will be processed via the same payment method you used for the original purchase, and we aim to process refunds within 5-7 business days.

5. Third-Party Vendor Products

For orders involving third-party vendors, each vendor may have its own cancellation policy. If the product is sold by a third-party vendor, please contact the vendor directly for cancellation inquiries, or we can assist you in connecting with them.

If you have any questions or concerns regarding this cancellation policy, feel free to reach out to our customer support team via email at support@epic.co.za or by phone at (+27) 11 248 0000. Thank you for shopping with Epic Foods!