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Returns & Refund Policy

Direct Farm Connection (DFC)

1. Introduction

1.1 This Returns & Refund Policy (“Policy”) applies to all products supplied by Direct Farm Connection (DFC), including fresh produce (vegetables, fruit, herbs) and preserved products in brine.
1.2 DFC supplies goods directly to supermarkets and wholesale customers only. We do not deliver to private or individual consumers.
1.3 DFC is committed to quality and fair handling of all returns and claims in compliance with the Consumer Protection Act, 68 of 2008 (“CPA”) and other applicable South African laws.

2. Quality, Defects, and Warranty

2.1 Implied Warranty of Quality

Under Section 55 of the CPA, all goods supplied by DFC must be:

  • of good quality,
  • free of defects,
  • reasonably durable,
  • fit for purpose, and
  • compliant with packaging and labelling requirements.

2.2 Fresh Produce (Perishable Goods)

Claims relating to fresh produce (vegetables, fruit, herbs) include:

  • spoilage,
  • contamination,
  • failure to meet agreed grading, sizing, or quality specs,
  • cold-chain issues,
  • damage during transport (if handled by DFC).

2.3 Preserved Products in Brine (Non-Perishable Goods)

For preserved products (e.g., bottled, jarred, or sealed vegetables and herbs in brine):

  • Claims may include broken seals, incorrect labelling, contamination, off-flavours, packaging defects, or expired/near-expiry items.
  • As non-perishables, these items typically have a longer inspection window and can usually be returned physically for evaluation.

2.4 Remedies

For defective or non-conforming goods, customers may request:

  • Replacement,
  • Refund, or
  • Credit note.

These rights apply for up to 6 months from delivery, as provided by the CPA.

3. Returns

3.1 Return Timeframes

  • Fresh produce: Claims must be lodged as soon as defects are discovered, ideally within 1 business days due to perishability.
  • Preserved products in brine: May be returned within the general CPA period of 6 months, provided the product is in its original packaging unless defect-related.

3.2 Notification Requirements

Customers must submit claims in writing, including:

  • Invoice / delivery note number
  • Delivery date
  • Product type (fresh or preserved)
  • Photos or videos of the issue
  • Batch, lot, or expiry date (for preserved goods)
  • Description of the defect

3.3 Inspection & Collection

DFC may inspect goods before approving returns.

  • Fresh produce: Returns may not be physically collected if deterioration makes inspection unnecessary; photo evidence may be sufficient.
  • Preserved goods: Typically must be physically returned for quality assessments.

3.4 Cost of Return

If the return is due to a defect or non-conformity, DFC will cover the cost and risk of collection.

4. Refunds & Credits

4.1 Customer Options

Customers may choose:

  • Replacement stock,
  • A refund via bank transfer, or
  • A credit note for future orders.

4.2 Processing Time

Refunds or credits will be processed within [10–15 business days] once the return has been approved.

5. Exceptions & Limitations

5.1 Improper Storage or Handling

DFC may refuse refunds or returns when goods have:

  • been mishandled after delivery,
  • been stored at improper temperatures (fresh produce),
  • had seals broken or packaging damaged after delivery (preserved goods),
  • expired due to customer delays (preserved goods).

5.2 Mixed or Altered Goods

Products that have been repackaged, processed, blended, or altered after delivery cannot be returned unless the defect existed at the time of supply.

6. How to Submit a Claim

Send all claims to:
📧 direct@directfarmconnection.co.za

Include:

  • Customer name and store location
  • Contact person details
  • Invoice or delivery note number
  • Product type (fresh or preserved)
  • Description of issue
  • Photos, batch numbers, and expiry dates (if applicable)

DFC will:

  • Acknowledge receipt within [2 business days], and
  • Provide an outcome within [5–10 business days].

7. Liability & Risk

7.1 DFC is not responsible for spoilage, contamination, or damage occurring after delivery due to mishandling or incorrect storage by the customer.
7.2 Responsibility and risk transfer to the customer at the time of delivery unless otherwise agreed.

8. Dispute Resolution

If disagreements arise, the matter may be escalated to DFC’s Quality/Operations Manager.
If still unresolved, parties may agree to mediation or alternative dispute resolution.
This Policy does not limit any rights under the CPA.

9. Updates to the Policy DFC may revise this Policy at any time.
Updates will be communicated to customers or reflected on our website.