Returns Policy

Returns Policy

RELIANZ Foods (Pty) Ltd ("RELIANZ") is committed to customer satisfaction. This Returns Policy outlines the procedures and conditions for returning products purchased from RELIANZ.

1. Return Authorization

Before returning any products, you must contact RELIANZ to obtain a Return Authorization (RA) number. Returns without an RA number will not be accepted. To request an RA number, please contact us at info@relianz.co.za or call 021 593 0708 (Western Cape) or 086 136 5976 (Gauteng).

2. Eligible Returns

Products may be returned under the following circumstances:

1. Defective Products: Products that are damaged, defective, or do not meet specifications upon delivery may be returned for replacement or refund.
2. Incorrect Products: If you receive products that differ from what was ordered, you may return them for the correct products or a refund.
3. Short Shipments: If you receive fewer items than ordered, please contact us immediately to resolve the issue.
4. Quality Issues: Products that fail to meet quality standards may be returned, subject to our inspection and approval.

3. Return Conditions

To be eligible for return, products must meet the following conditions:

1. Return request must be made within 7 days of delivery date
2. Products must be in their original, unopened packaging
3. Products must be in saleable condition
4. Products must not have been used, damaged, or altered
5. All original documentation (invoices, packing slips) must be included
6. Return Authorization (RA) number must be clearly marked on the outside of the return package

4. Non-Returnable Items

The following items are generally not eligible for return:

• Custom or special order products
• Products that have been opened or used
• Products damaged due to customer mishandling
• Perishable items that have exceeded their shelf life
• Products returned more than 7 days after delivery

5. Return Procedures

1. Contact RELIANZ: Email or call us to report the issue and request a Return Authorization (RA) number. Provide your order number, product details, and reason for return.
2. Receive RA Number: Once approved, you will receive an RA number and return instructions.
3. Package Products: Package products securely in their original packaging, if possible. Include a copy of the original invoice and clearly mark the RA number on the outside of the package.
4. Ship to RELIANZ: Return products to the address provided with your RA number. You are responsible for return shipping costs unless the return is due to our error.
5. Inspection: Upon receipt, we will inspect returned products. Processing typically takes 5-7 business days.
6. Resolution: Once approved, we will process your refund or replacement as appropriate.

6. Return Shipping

Customers are responsible for return shipping costs unless the return is due to RELIANZ error (incorrect product shipped, defective product, etc.). We recommend using a trackable shipping method and retaining proof of shipment.

7. Handling Fees

A handling fee may be applied to returns that are not due to RELIANZ error. This fee covers the cost of processing, inspecting, and restocking returned products. The handling fee will be deducted from your refund amount. Current handling fees are available upon request.

8. Refund Processing

Approved refunds will be processed to the original payment method within 10-14 business days after we receive and inspect the returned products. Refund amounts will exclude original shipping charges and any applicable handling fees, unless the return is due to RELIANZ error.

9. Replacement Products

If you are receiving a replacement product, it will be shipped once we receive and approve your return. Replacement shipping will be at RELIANZ expense if the original return was due to our error.

10. Damaged Products

If products arrive damaged, please contact us immediately (within 48 hours of delivery). Take photos of the damaged products and packaging, and retain all packaging materials. We will arrange for replacement or refund as appropriate.

11. Short Shipments

If you receive fewer items than ordered, please contact us immediately with your order number and details of the shortage. We will arrange for the missing items to be shipped or provide a refund for the missing items.

12. Return Address

Return products to the RELIANZ location from which your order was shipped. The specific return address will be provided with your Return Authorization number.

Western Cape: H1, Maitland Park, 733 Voortrekker Road, Maitland, 7405
Gauteng: Unit B2 Longlake Edge Logistics Park, Modderfontein, Johannesburg 1609

13. Time Limits

Return requests must be made within 7 days of the delivery date. Products must be received by RELIANZ within 14 days of the RA number being issued, unless alternative arrangements are agreed upon.

14. Contact for Returns

For all return inquiries, please contact:

15. Changes to This Policy

RELIANZ reserves the right to modify this Returns Policy at any time. Changes will be effective immediately upon posting on this website. The policy in effect at the time of your purchase will apply to your return.