Refund and Returns Policy

Last Updated: March 26, 2026

At Hannay’s Sauces, we take pride in the quality of our products and want you to be completely satisfied with your purchase. Because our products are consumable food items, we have specific guidelines in place to ensure the health and safety of all our customers, while remaining compliant with South African consumer laws.

Please read our policy carefully to understand your rights and our procedures for returns and refunds.

1. Perishable Goods Exemption (Change of Mind)

Due to strict health and safety regulations regarding food products, we cannot accept returns or offer refunds for a “change of mind” once a product has been dispatched. We can only accept returns on food items if they are unopened, in their original packaging, and returned within 7 days of delivery, provided the return is approved by our customer service team in advance.

2. Damaged, Defective, or Incorrect Items

We stand by the quality of our sauces. If your order arrives damaged, is past its best-before date upon arrival, or if you received the incorrect item, we will gladly replace the item or provide a full refund.

To be eligible for a refund or replacement for these reasons:

  • You must notify us within 7 days of receiving your order.
  • You must provide proof of purchase (such as your order number).
  • You must provide photographic evidence of the damaged or defective product and the packaging it arrived in.

3. How to Initiate a Return or Refund

If your situation meets the criteria above, please follow these steps:

  1. Contact Us: Email us at info@hannayssauces.com with your order number, name, and a description of the issue.
  2. Attach Evidence: Include clear photos of the product and any damage to the shipping box.
  3. Wait for Approval: Our team will review your request within 2-3 business days and provide you with further instructions.

Please do not send your purchase back to the manufacturer or our physical address without prior authorization from our team.

4. Refund Process

Once your refund request is approved (and, if applicable, your returned item is received and inspected):

  • We will send you an email to notify you that we have processed your request.
  • An approved refund will automatically be applied to your original method of payment (e.g., credit card, EFT).
  • Please allow 5 to 10 business days for the refund to reflect in your bank account, depending on your financial institution’s processing times.

5. Late or Missing Refunds

If you haven’t received a refund within the 10-day window:

  1. Check your bank account again.
  2. Contact your credit card company or bank, as it may take some time before your refund is officially posted.
  3. If you’ve done all of this and you still have not received your refund, please contact us at info@hannayssauces.com.

6. Shipping Returns

If you are required to return an item to us due to an error on our part (e.g., incorrect or defective item), Hannay’s Sauces will cover the return shipping costs. We will arrange a courier collection or provide you with a shipping label.

If a return is approved for any other reason, you will be responsible for paying for your own shipping costs to return the item. Original shipping costs are non-refundable.

7. Contact Information

For any questions regarding our Refund and Returns Policy, please reach out to us:

  • Email: info@hannayssauces.com