Returns and refunds
This policy sets out your rights under the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002. Nothing here limits those rights.
If something arrives broken
Glass breaks in transit occasionally. Send a photograph of the jar and the box to hello@madamemasala.co.za within 48 hours of delivery and we will send a replacement at our cost. You do not need to return the broken jar.
If you change your mind
Under section 44 of the ECT Act you may cancel an online order within 7 days of delivery without giving a reason. Return the goods unopened and in a resaleable condition, and we refund the purchase price within 30 days.
You pay the cost of returning the goods. We cannot accept an opened jar or refill pouch back for a change of mind, because food safety rules do not allow us to resell it.
If the product is defective
Under section 56 of the Consumer Protection Act you may return goods that are unsafe, defective, or not as described within 6 months of delivery. You choose whether you want a repair, a replacement or a refund, and we carry the cost of the return.
Spice that has passed its best-before date on arrival, a lid that does not seal, or a label that lifts on the first wash all fall under this.
Spice that has faded in your cupboard after a year does not. Ground spice loses aroma over time — that is the nature of the product, and the reason we sell refills.
Personalised and gift orders
A gift box with a handwritten card is still returnable under the terms above. The card itself cannot be refunded separately.
How to start a return
Email hello@madamemasala.co.za with your order number and what is wrong. We reply within one working day with a return address and, where we are carrying the cost, a collection booking.
Refunds go back to the method you paid with. Card refunds usually take 3 to 10 working days to reflect, depending on your bank.
Contact
hello@madamemasala.co.za
[PLACEHOLDER — postal address for returns to be confirmed]