Refund policy

Online Refund Policy – Dry Fruits

At reelfruit, we are committed to delivering fresh, high-quality dry fruits to your doorstep. Your satisfaction is important to us. If something isn't right with your order, we're here to make it right.

Refund & Return Policy for Online Orders

Due to the perishable nature of our products, we do not accept returns. However, refunds or replacements may be issued under the following conditions:

✅ Eligible for Refund or Replacement

We will issue a refund or send a replacement if:

The product was damaged or spoiled upon delivery
The item(s) delivered were incorrect
The packaging was tampered with or unsealed

📅 You must contact us within 3 days of receiving your order to be eligible.

🚫 Not Eligible for Refund

We are unable to process refunds or returns for:

Change of mind
Products opened or partially consumed
Complaints made after the 3-day window
Incorrect shipping information provided by the customer

📝 How to Request a Refund or Replacement

Please email us at [sales@reelfruit.co.za] with the following details:

Your full name and order number
Photos of the product and packaging (clearly showing the issue)
A short description of the problem

Our support team will review your request and respond within 2 business days.

💳 Refund Method

If your refund is approved, it will be processed back to your original method of payment. Refunds are typically completed within 5–7 business days, depending on your bank or card issuer.

📦 Shipping Charges

If the issue is due to our error (wrong, damaged, or spoiled items), we will cover the shipping cost.
For all other cases, shipping fees are non-refundable.

🕒 Order Cancellations

Orders can be cancelled within 2 hours of placing them, as we begin processing orders quickly to ensure freshness. After this window, cancellations may not be possible.

❓ Need Help?

For any questions or concerns, please reach out to us at:
📧 [sales@reelfruit.co.za]
We’re here to help Monday to Friday, 9 AM – 6 PM.