Refund policy

Return & Refund Policy — Heart & Crunch

Last updated: 31/08/2026

1. Our Approach

At Heart & Crunch, we take great care in preparing, packaging and dispatching every order. Due to the nature of the products we sell — dried fruits, nuts and seeds, which are consumable, perishable food items — we are unable to accept returns or offer refunds once an order has been received by the customer.

This policy is in place to protect the health and safety of all our customers, as we cannot guarantee the quality, hygiene or condition of food products once they have left our care and control.

2. When You ARE Entitled to a Refund

We will happily provide a full refund in the following situations:

Your order has not yet been shipped. If you change your mind or need to cancel before dispatch, contact us and we'll process a full refund.
We are unable to fulfil your order due to stock unavailability. If an item (or the quantity ordered) is out of stock and we cannot supply a suitable substitute you're happy with, we will refund the affected amount in full.

3. Damaged, Incorrect, or Defective Items

While general returns are not accepted after delivery, this does not apply where:

The wrong product or quantity was delivered in error, or
The product arrived damaged, spoiled, or otherwise not fit for consumption due to a fault on our part (e.g. packaging failure, incorrect handling before dispatch).

In these cases, please contact us within 24 hours of delivery, with a clear photo of the product and packaging, and we will arrange a replacement or refund at no cost to you. This does not cover issues caused by incorrect storage after delivery (see our storage guidance on each product listing).

4. How to Request a Refund

Contact us via WhatsApp: wa.link/mik1t0 (+27 75 411 5094)
Provide your order number/invoice, and reason for the refund request.
If applicable (damaged/incorrect item), include photos of the product received.
We'll review your request and confirm the outcome within 1–2 business days.

5. Refund Method & Timing

Approved refunds will be processed back to your original payment method via Yoco. Please allow [insert number, e.g. 5–10] business days for the refund to reflect, depending on your bank.

6. Order Cancellations

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible via WhatsApp. Once an order has been dispatched for delivery, it can no longer be cancelled, and the standard return terms above will apply.

7. Your Consumer Rights

Nothing in this policy limits any rights you may have under the Consumer Protection Act 68 of 2008 (South Africa), including your right to receive goods that are of good quality, in good working order, and reasonably suitable for the purpose for which they are intended.