Heat & Eat — Refunds & Returns Policy
Last updated: [insert date]
At Heat & Eat, we want every order to arrive fresh, correctly packed, and on time. Because our products are frozen, perishable meals, our refund and returns process works a little differently to standard retail goods — please read below for how we handle issues, delays, and refunds.
1. Nature of Our Products
Due to the perishable and frozen nature of our meals, we are unable to accept returned food items once they have been delivered, for hygiene and food safety reasons. This policy instead covers refunds, replacements, and remedies for issues with your order.
2. Eligible Issues for a Refund or Replacement
We will offer a refund, credit, or replacement (at our discretion) if:
- Your order arrives damaged, spoiled, or thawed on arrival due to a fault in our packing, handling, or delivery process
- You receive the wrong meals or an incomplete order
- Your order does not arrive at all and this is confirmed as a failure on our part
To qualify, please contact us within 24 hours of delivery, along with a photo of the affected items where possible. This helps us investigate quickly and improve our packing and delivery process.
3. How to Request a Refund
To request a refund or replacement:
- Contact us via WhatsApp (062 026 4717) or email (info@heatandeat.co.za) with your order number
- Describe the issue and attach a photo if the meals were damaged, spoiled, or incorrect
- Our team will review your request and respond with next steps
4. Refund Processing Time
Once a refund is approved, please allow up to 7 (seven) business days for the refund to reflect in your account. This timeframe accounts for processing on our side as well as standard bank/payment provider processing times, which are outside our control.
5. Delivery Delays
We work hard to deliver every order on time. However, due to circumstances beyond our control — including but not limited to weather, load shedding, courier delays, road conditions, or other unforeseen events — deliveries may occasionally be delayed.
- A delayed delivery on its own does not automatically qualify for a refund, provided the order still arrives in good condition
- If a delay causes your meals to arrive spoiled or unsafe to eat, please refer to Section 2 above — this is treated as a quality issue and is eligible for a refund or replacement
- We will do our best to keep you informed if we're aware of a delay affecting your order
6. Change of Mind / Order Cancellations
Because our meals are prepared and/or allocated for delivery in advance, we're unable to offer refunds for a simple change of mind once an order has been dispatched. If you need to cancel or change an order, please contact us as soon as possible — if your order has not yet been prepared or dispatched, we will do our best to accommodate the change or cancellation.
7. Non-Refundable Situations
Refunds will generally not be issued where:
- The meals were left unattended at the delivery address for an extended period after arrival, and this contributed to spoilage
- An incorrect delivery address or contact details were provided by the customer
- The customer was unreachable or unavailable to receive the delivery after reasonable attempts were made
8. Contact Us
If you have any questions about this policy or need to raise an issue with your order, please reach out to us at:
- WhatsApp: 062 026 4717
- Facebook / Messenger: [insert page link]
- Email: info@heatandeat.co.za
- Website: heatandeat.co.za