Returns & Refund Policy
Downtown Deli is committed to supplying premium-quality gourmet food products.
As many of our products are perishable, returns and refunds are handled in accordance with the Consumer Protection Act of South Africa while maintaining strict food safety standards.
Products Eligible for Return
Returns or replacements may be approved where:
- An incorrect product was delivered.
- The product arrived damaged.
- The product was defective.
- The product had expired before delivery.
- The product was significantly different from what was ordered.
Products Not Eligible for Return
For food safety reasons we cannot accept returns of:
- Opened food products.
- Perishable goods where the cold chain has been broken.
- Products that have been improperly stored after delivery.
- Products purchased incorrectly by the customer.
- Products where the customer simply changed their mind.
Frozen & Chilled Products
Frozen and refrigerated products cannot be returned once accepted by the customer unless they were delivered damaged, defective or incorrectly supplied.
Return Timeframes
Customers should notify Downtown Deli within 24 hours of delivery if there is an issue with an order.
Please include:
- Full name
- Order number
- Photographs of the product
- Description of the issue
Refunds
Where a refund is approved, it will be processed to the original payment method.
Depending on your financial institution, refunds may take several business days to reflect.
Product Substitutions
Where an artisan supplier is temporarily out of stock, Downtown Deli may substitute an item with a product of equal or greater value.
Where no suitable substitute is available, customers will be contacted before dispatch or refunded for the unavailable product.
