Family Basket

Return & Refund Policy

This Return & Refund Policy applies to all purchases made from Tamatisoso / Lwani Foods (Pty) Ltd. By completing a purchase, you agree to the terms below.

We take product safety and quality extremely seriously. Due to the perishable nature of our food products, strict conditions apply to any return, exchange, or refund request.

1. Eligibility for Returns, Replacements & Refunds

A return, replacement, or refund may be considered only under the following conditions:

• The item received is incorrect, damaged in transit, defective, or compromised in quality;

• The product does not match the description or specifications advertised; or

• The product is expired on arrival.

Requests will only be considered if:

• You notify us within 48 hours of delivery for all food products;

• The item is unused, unopened, and in its original packaging;

• You provide clear photographic and/or video evidence of the issue;

• You provide the batch number, expiry date, and proof of purchase.

Tamatisoso reserves the right to approve or decline any request at our sole discretion.

2. Items Not Eligible for Return or Refund

For health, hygiene, and regulatory reasons, we cannot accept returns or issue refunds for:

• Opened or partially used products

• Products damaged due to improper handling or storage by the customer

• Items returned without prior written approval

• Sale, promotional, discounted, or clearance items

• Products showing signs of tampering

• Products stored outside recommended conditions (e.g., left in heat, opened unrefrigerated, etc.)

3. Quality Verification Requirement

Before any refund or replacement is approved, our Quality Assurance team may:

• Request additional photographs or videos

• Collect detailed information regarding storage, handling, and use

• Require that the item be returned for inspection (where feasible)

If you refuse to cooperate with the verification process, the request will be deemed invalid.

4. Fraud Prevention & Abuse Safeguards

Tamatisoso reserves the right to:

• Reject refund/return requests exhibiting signs of misuse or fraudulent intent

• Limit the number of replacement or refund requests per customer

• Flag and blacklist accounts abusing the policy

• Decline requests without sufficient evidence or where the claim contradicts quality controls

We operate under food safety regulations and cannot compromise product integrity.

5. Refund Method & Timing

If a refund is approved:

• Refunds will be issued only to the original payment method

• Refunds may take 5–10 business days to reflect

• Shipping charges are non-refundable unless the error was on our part

Tamatisoso/Lwani Foods reserves the right to issue store credit instead of a cash refund where appropriate.

6. Return Shipping

• If the issue is caused by our error, Tamatisoso will cover return or replacement shipping costs.

• If the return is due to a customer error, change of mind, or incorrect order, the customer is responsible for all shipping and handling costs.

• Return shipping must be arranged with our approved courier unless otherwise agreed in writing.

7. Order Cancellations

Orders may be cancelled within 1 hour of purchase.
After this window, the order enters processing and cannot be cancelled.

Tamatisoso reserves the right to cancel orders suspected of fraud, stock errors, or operational constraints.

8. Liability Limitation

To the fullest extent permitted by law:

• Tamatisoso/Lwani Foods is not liable for loss, damage, or spoilage resulting from improper handling, incorrect storage, or delayed collection by the customer.

• Our maximum liability for any order will not exceed the purchase price of the product in question.

• We are not responsible for indirect, consequential, or incidental damages.

9. Contact Information

All refund, return, or quality queries must be submitted in writing to:

📧 info@tamatisoso.co.za
📞 0716658144

No request will be processed without an order number and supporting evidence.

10. Policy Changes

Tamatisoso/Lwani Foods reserves the right to update, modify, or amend this policy at any time without prior notice.
The version posted on our website at the time of your request will apply.

Shipping & Delivery Policy

This Shipping & Delivery Policy applies to all purchases made from Tamatisoso / Lwani Foods (Pty) Ltd. By placing an order, you agree to the terms outlined below.

We strive to ensure your order reaches you safely and on time. Please review the information below to understand how shipping, delivery, and responsibility for goods are managed.

1. Order Processing Time

• Orders are processed within 3–5 business days after payment is received.

• Orders placed on weekends or public holidays will be processed on the next business day.

• During high-demand periods, processing times may be extended.
  Tamatisoso will notify you of any significant delays.

2. Shipping Methods & Delivery Timeframes

We use reputable third-party courier partners for nationwide delivery.

Estimated delivery times:

• Major cities: 3–5 business days

• Regional areas: 3–6 business days

• Outlying / remote areas: 5–10 business days

These are estimates only. Actual delivery times may vary due to courier capacity, weather, strikes, road conditions, load shedding, or other external factors beyond our control.

Tamatisoso/Lwani Foods is not liable for delays caused by third-party couriers.

3. Shipping Fees

Shipping fees are calculated at checkout based on:

• Delivery location

• Order weight/size

• Courier rates

Shipping fees are non-refundable, except where the error was directly caused by Tamatisoso.

4. Delivery Address Requirements

Customers are responsible for providing:

• A complete and accurate delivery address

• A reachable contact number

• Any relevant delivery instructions

Tamatisoso is not responsible for:

• Delays due to incorrect or incomplete addresses

• Lost parcels caused by incorrect customer information

• Additional re-delivery costs due to unsuccessful delivery attempts

If a parcel is returned to us due to address errors, reshipping fees will be charged to the customer.

5. Risk of Loss & Transfer of Responsibility

Ownership and risk transfer to the customer once:

• The order is collected by the courier, OR

• The order is delivered to the address provided, whichever occurs first.

We do not accept liability for:

• Theft or loss after delivery

• Spoilage or damage due to items left outside, in heat, or uncollected

• Courier mishandling beyond our control

If a parcel is stolen after delivery, the customer must file a claim directly with the courier.

6. Perishable Goods Disclaimer

For sauce, purée, paste, and seasoning products:

• Customers must ensure someone is available to receive the parcel.

• Tamatisoso is not responsible for spoilage or damage caused by:

  • Delayed collection

  • Exposure to heat or sun

  • Incorrect storage after delivery

  • Extended courier delays beyond our control

Perishable goods cannot be refunded due to missed deliveries or failed collection attempts.

7. Order Tracking

Once your order is shipped, you will receive:

• A shipping confirmation email, and

• A tracking number to monitor your delivery in real time.

If tracking information is delayed or unavailable, this is a courier system delay, not a Tamatisoso delay.

8. Failed Delivery Attempts

If the courier is unable to deliver due to:

• No one available to receive the parcel

• Wrong address

• Unreachable customer

• Security restrictions

The parcel may be:

• Returned to the courier depot, or

• Returned to Tamatisoso

Any re-delivery or return shipping charges will be paid by the customer.

9. International Shipping

If you plan to ship internationally, additional fees, customs duties, and longer delivery times may apply.
International shipping is available only on request and is subject to approval by Tamatisoso.

10. Damaged or Missing Items

If your order arrives damaged or incomplete:

• Notify us within 24 hours, including clear photos of the packaging and product.

• Keep all packaging for inspection.

Failure to report within 24 hours may invalidate your claim.

11. Contact Information

For any shipping-related queries:

📧info@tamatisoso.co.za
📞 0716658144
📍 Politsi, Tzaneen – Limpopo, South Africa

12. Policy Updates

Tamatisoso/Lwani Foods may update or amend this policy at any time.
The version displayed on our website at the time of purchase will apply.