Refund policy

Refund policy

Effective Date: October 3, 2024

At Epic Foods (Pty) Ltd, we are committed to customer satisfaction. However, we understand that there may be instances where a refund is necessary. Below is our refund policy, outlining the circumstances under which a refund may be issued.

1. Eligibility for Refunds

Refunds are offered under the following conditions:

  • Eligible for Return Policy: If the product meets the conditions outlined in our Return Policy, you may request a refund. Products eligible for returns must be unused, in their original packaging, and in resellable condition. Please refer to our return policy for further details on eligibility criteria.

  • Defective or Damaged Products: If a product is defective or damaged upon delivery, you may request a refund. We may ask for photographic evidence of the defect or damage to process your refund.

  • Refund Period: You are eligible for a refund if you request it within 7 days from the date of delivery. After this period, refunds will no longer be issued unless the product is defective.

2. Conditions for Refund

Refunds will only be issued under the following circumstances:

  • The product must be returned in its original condition, along with all accessories, documentation, and packaging.

  • We reserve the right to inspect the product to verify the claim before processing a refund.

3. Non-Refundable Items

Refunds will not be provided for:

  • Products that do not meet the eligibility criteria for returns.
  • Products returned after the 7-day refund period.
  • Products that have been used or damaged by the customer.
  • Products that are not in their original packaging or resellable condition.
  • Certain perishable goods (if applicable).

4. Refund Process

Once your return is received and inspected, we will notify you via email regarding the approval or rejection of your refund.

  • Approved Refunds: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days.

  • Rejected Refunds: If your return is not eligible for a refund (due to reasons like product condition or time limits), we will notify you with the reasons for rejection.

5. Refund Method

Refunds will be issued via the original payment method used during the purchase. This means:

  • If you paid via PayFast, the refund will be processed through PayFast back to your bank account or card.
  • We do not offer cash refunds or any alternative refund methods.

6. Third-Party Vendor Products

For items sold by third-party vendors, the refund policy may vary. In such cases, please refer to the vendor’s specific refund policy or contact them directly. Epic Foods will assist in facilitating communication if needed.

7. How to Request a Refund

To request a refund, you may:

  • Email: support@epic.co.za or epicfood@epic.co.za
  • Phone: (+27) 11 248 0000
  • Information Needed: Please provide your order number, details of the product(s) you wish to return, and the reason for the refund.

We will review your request and provide instructions on how to proceed with the return and refund.

If you have any questions or concerns about our refund policy, please contact us at support@epic.co.za or (+27) 11 248 0000. We are here to assist you and ensure you have the best experience with Epic Foods!