IV’S GOURMET REFUND & RETURNS POLICY

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Last updated: October 2025

Conditions for Returns

In order for the Goods to be eligible for a return, please ensure that:

  1. The Goods were purchased in the last 30 days.
  2. The Goods are in undamaged, original packaging and materials.

The following Goods cannot be returned:

  • For hygienic purposes, any exposed personal skin care products (e.g., soaps, creams/salts with opened labels or seals) cannot be returned, exchanged, or credited.
  • The supply of Goods made to Your specifications or have been clearly personalized.
  • The supply of Goods which according to their nature are not suitable to be returned, deteriorate rapidly or where the date of expiry is over.
  • The supply of Goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
  • The supply of Goods which are, after delivery, according to their nature, inseparably mixed with other items.
 

IV’S GOURMET has sole discretion and reserves the right to refuse returns of any merchandise that does not meet the above criteria.

Only regular priced Goods may be refunded. Unfortunately, Goods on sale cannot be returned or refunded.

Once we have inspected the returned products, we will, according to your preference:

  • Replace the product (if available).
  • Issue a refund voucher for the purchase price of the product.
  • Issue a cash refund (Electronic transfer). (Please note that a cash refund is not available if the item/items were received as a gift. Cash refund will only be available to the original purchaser.)

Courier Costs of Returned Items

Clients will have to cover the cost of return postage. Our team can assist with arranging collection, and the amount will be debited from store credit or the balance to be refunded.

Should you wish to use your courier provider, IV’S GOURMET cannot be held responsible for goods damaged or lost in a return shipment. Therefore, we recommend you use an insured and trackable mail service.

Postage/courier costs cannot be returned/refunded/credited.

Returning Incorrect Goods Delivered

Should we accidentally deliver the wrong product to you or your gift box is missing any parts:

  • Please do not remove the product from its original packaging or any of the stickers or labels.
  • Notify us immediately, and we will collect the product from you at no charge and deliver the correct item/items as soon as possible.
  • In order to qualify for the exchange/replacement, we would need the full incorrect box returned.
 

Returning Damaged Goods

If your goods arrive damaged, please notify us within 5 working days by either WhatsApp at +27 82 887 4454 or emailing info@ivsgourmet.co.za

We will require the following information to assess where in the delivery process the damage may have occurred:

  • Photograph of the outer box (including whether it has a Fragile sticker or not).
  • Photograph of the inside of the box, including the inner packaging.
  • Photograph of the damaged item.

If necessary, we will arrange collection of the product from you at no charge.

Once we have inspected the product or photographs and validated your return (if needed), we will, according to your preference:

  • Replace the product (if available).
  • Issue a refund voucher for the purchase price of the product.
  • Issue a cash refund (Electronic transfer). (Please note that a cash refund is not available if the item/items was received as a gift. Cash refund will only be available to the original purchaser.)

How to Return Goods

The purchaser/receiver will be responsible for the cost and risk of returning the Goods to IV’S GOURMET, except where stated differently.

IV’S GOURMET cannot be held responsible for goods damaged or lost in a return shipment. Therefore, we recommend you use an insured and trackable mail service.

IV’S GOURMET is unable to issue a refund without the actual receipt of the goods returned or proof of received return delivery.

If you have any questions about our Returns and Refunds Policy, please contact us either on WhatsApp at +27 65 975 3434 or by emailing orders@ivsgourmet.co.za.