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Returns & Refunds

Last updated: October 2026

We want you to be happy with every tub. This policy explains your rights under the Consumer Protection Act (CPA) and the Electronic Communications and Transactions Act (ECT Act), and how returns work in practice.

Damaged, faulty or incorrect orders

If your order arrives damaged, leaking, spoiled or not what you ordered, email sales@tallowflame.co.za within 7 days of delivery with your order number and a photo. We'll arrange a replacement or a full refund, including the delivery cost - at no cost to you.

Faulty product (CPA)

Under the CPA you're entitled to safe, good-quality goods. If a product is defective or unsafe, you may return it within 6 months of delivery and choose a repair, replacement or refund. For food, that means a replacement or refund.

Cooling-off period for online orders (ECT Act)

Because you bought online, you may cancel your order without giving a reason and without penalty within 7 days of receiving it. Please email us first so we can confirm the return.

  • Return delivery is for your account. The direct cost of sending the goods back to us is the only cost to you.
  • As it's a food product, goods must come back unused and in their original packaging.
  • Once the goods arrive back with us, we refund what you paid within 30 days of your cancellation.

Changed your mind before we've shipped? Email us straight away. If your order hasn't been collected by the courier yet, we'll cancel it and refund you in full - no return delivery needed.

The cooling-off right applies to individual consumers buying online; it doesn't apply to trade or business purchases.

How to return something

  1. Email sales@tallowflame.co.za (or call 076 070 9014) with your order number and the reason.
  2. We'll confirm the return and, where we cover the cost, arrange a courier collection.
  3. Once we've received and checked the item, we'll process your refund or replacement.

Refunds

Refunds go back to your original payment method via Payfast. We aim to process approved refunds within 7-14 business days, and always within 30 days.

Questions? Get in touch - we're a small family business and we'll always try to make it right.