Refund policy

Returns & Refund Policy

Overview

We want you to love your Asian grocery essentials. However, due to the nature of food and beverage products, our return policy is structured to comply with strict health and safety regulations while ensuring fairness to our customers.

Food Safety & Hygiene Regulations

Please Read Carefully: To protect the health and safety of all our customers, we adhere to strict food safety guidelines.
  • No Resale of Returns: We cannot resell any food or beverage items that have been returned to us.
  • Health Compliance: Returns are limited to ensure that all products sold remain sealed, safe, and fit for consumption.
  • Inspection: We strongly recommend inspecting your order immediately upon delivery to ensure all items are intact and within their best-before dates.

Non-Returnable Items

The following items cannot be returned or exchanged under any circumstances:
  • Opened Food Products: Any pantry items, sauces, snacks, or dry goods where the seal has been broken.
  • Perishable Items: Fresh goods or items requiring refrigeration (if applicable) once delivered.
  • Opened Beverages: Any drinks where the safety seal or cap has been removed.
  • Clearance Items: Items marked as final sale at the time of purchase.

Eligible Returns

You may request a return or exchange under the following conditions:
  • Damaged Goods: Items that arrived broken, leaked, or compromised during transit.
  • Incorrect Items: If you received an item different from what you ordered.
  • Unopened Items: Non-perishable items that are still sealed in their original packaging may be returned within 5 days of delivery.

Return Process

To initiate a return, please follow these steps:
  1. Contact Us: Email us at [benson@fabasian.co.za] within 5 days of receiving your order. Include your Order Number in the subject line.
  2. Provide Proof:
    • For damaged items: You must provide clear photographs of the damaged product and the packaging.
    • For incorrect items: Please provide a photo of the item received alongside the packing slip.
  3. Authorization: Our team will review your request and issue a Return Merchandise Authorization (RMA) number if approved.
  4. Shipping: We will cover the cost of the return, just send through your address in your return/refund email, it will be sent directly to our warehouse and we will issue a full refund.

Return Shipping Responsibility

  • Our Error (Damage/Wrong Item): If the return is due to our error or damage during transit, we will cover the return shipping costs. We will provide a prepaid shipping label or reimburse reasonable courier costs.
  • Change of Mind (Unopened): If you are returning unopened items due to a change of mind, you are responsible for the return shipping costs. Original shipping fees are non-refundable.

Refunds

  • Approval: Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
  • Processing Time: If approved, your refund will be processed to your original payment method within 5–7 business days.
  • Late Refunds: If you haven't received a refund after 7 business days, please check your bank account again and then contact your credit card company or bank, as processing times may vary.

Legal & Product Notes

  • Allergens: It is the customer's responsibility to check product labels for allergens before consumption. We cannot accept returns based on allergen concerns if the product labeling was accurate at the time of sale.
  • Temperature Sensitivity: While we pack items carefully, we cannot guarantee the temperature condition of parcels during extreme weather transit unless specific cold-chain shipping was selected.
  • Consumer Protection: This policy is written in accordance with the Consumer Protection Act (CPA) of South Africa, where applicable, while respecting health and safety exemptions for food products.

Contact Us

For return requests or questions about our policy:
  • Email: [benson@fabasian.co.za]