These Terms govern returns, exchanges, credits, and any refund-related remedies applicable to goods sold by Meat Nkosi (the “Supplier”) to its customers (the “Customer”) through meatnkosi.com and all authorised sales channels. This policy forms part of the Supplier’s binding terms and conditions of sale.
1.1 Goods
Means perishable meat products, meat hampers, and any related packaged food items sold by Meat Nkosi.
1.2 Recorded Delivery Time
Means the date and time recorded by Meat Nkosi’s delivery systems (including driver applications, electronic receipts, GPS logs, or operational delivery records) confirming delivery of the Goods to the delivery address supplied by the Customer.
2.1 Final Sale
All sales of Goods are final. Due to the perishable nature of meat products and the Supplier’s cold-chain-optimised supply model designed to preserve freshness and visible quality, Meat Nkosi does not offer cash refunds, except where required by applicable law.
2.2 Statutory Exceptions
Where a cash refund is mandated by statute, Meat Nkosi will comply. Any refund may be reduced by reasonable, direct costs incurred in supplying the Goods, to the extent permitted by law.
3.1 Eligibility
Where Goods are delivered spoiled, damaged, contaminated, or materially not as described at the time of delivery, the Customer may qualify for a remedial exchange, subject to compliance with these Terms.
3.2 Remedy Offered
Upon successful verification, Meat Nkosi will provide a replacement of equivalent value at no additional cost.
If replacement Goods are unavailable, Meat Nkosi may, at its discretion, issue a non-cash store credit or coupon equal to the verified value of the affected Goods.
4.1 Mandatory Notification Window
All quality concerns, spoilage claims, or defects must be reported within 12 hours of the Recorded Delivery Time by emailing orders@meatnkosi.com and including:
the order reference number;
clear photographic or video evidence of the issue; and
a brief written description of the defect.
4.2 Late Claims
Claims submitted outside the 12-hour window will not qualify for an exchange or remedy, unless required by law or expressly approved in writing by Meat Nkosi.
5.1 Preservation Obligation
The Customer must retain the Goods in their delivered condition and must not consume, discard, alter, or tamper with the Goods prior to inspection, unless authorised in writing by Meat Nkosi.
5.2 Inspection Rights
Meat Nkosi may require:
additional photographic or video evidence;
return or collection of the Goods; and/or
inspection by a Meat Nkosi representative or appointed third party.
5.3 Failure to Comply
Failure to preserve the Goods or provide requested evidence may invalidate the Customer’s entitlement to any exchange, credit, or remedy.
6.1 Assessment Process
Upon receipt of a compliant claim, Meat Nkosi will:
acknowledge receipt within 12 hours; and
complete an initial verification assessment within 24 hours of acknowledgement.
6.2 Outcome Notification
The Customer will be notified in writing of the outcome, including approval, rejection, or the proposed remedy.
6.3 Replacement Scheduling
Replacement deliveries are subject to stock availability and delivery route optimisation. Remedial deliveries will be prioritised where reasonably practicable.
7.1 Non-Qualifying Claims
No exchange, refund, or credit will be issued for:
change of mind or personal taste preferences;
requests for alternative cuts, portion sizes, or weights;
natural variations in colour, texture, marbling, or weight inherent to raw meat products and disclosed in product descriptions; or
claims that cannot be objectively verified.
7.2 Customer-Caused Issues
Remedies will not apply where the issue is caused or materially contributed to by the Customer, including:
incorrect or incomplete delivery details;
Customer unavailability or refusal at delivery;
inaccessible premises; or
improper storage, handling, or temperature control after confirmed delivery.
7.3 Cold-Chain Responsibility
Meat Nkosi is not responsible for cold-chain breaches occurring after confirmed delivery unless credible evidence demonstrates the breach occurred prior to or during delivery.
8.1 Liability Cap
To the maximum extent permitted by law, Meat Nkosi’s total liability in respect of any claim relating to the Goods shall not exceed the purchase price paid for the affected Goods.
8.2 Excluded Losses
Meat Nkosi shall not be liable for indirect, incidental, consequential, or special damages, including loss of profits, business interruption, or reputational harm, except where such exclusion is prohibited by law.
9.1 Credits
All store credits and vouchers are non-transferable, valid only for the stated period, and redeemable solely on meatnkosi.com, unless expressly stated otherwise.
9.2 Price Differences
Any price difference between original Goods and replacement Goods will be charged or credited accordingly.
10.1 Special Arrangements
For corporate, bulk, or customised orders, alternative reporting windows or remedies may be agreed in writing prior to delivery. Such agreements must be recorded in the order documentation and accepted by both parties.
11.1 Good-Faith Resolution
The parties will attempt to resolve disputes through good-faith internal escalation.
11.2 Jurisdiction
If unresolved, disputes shall be governed by the laws of the Republic of South Africa and submitted to the competent courts thereof, unless mandatory law provides otherwise.
12.1 Updates
Meat Nkosi may amend these Terms from time to time. Updated versions will be published on the website with an effective date.
12.2 Application
Amendments apply only to purchases made after the effective date. Material changes affecting existing orders will be communicated directly where required.
To report a quality or delivery issue, reach out via our Contact Us page or orders@meatnkosi.com with your order reference, supporting photos or videos, and a brief description.
We prioritise A-grade, butcher-fresh meat; hygienically prepared and handled through a strict cold chain. Every cut meats our quality standards and complies with the Meat Safety Act (40 of 2000), ensuring safe, consistent freshness delivered to your door.
