Returns & Refunds Policy

At Masala Factory, we take great care to ensure that your order is packed correctly and reaches you in good condition.

Because many of the products we sell are food items, spices, sauces, pickles, baked goods and other consumable products, we are generally unable to accept returns or exchanges simply because you have changed your mind. This is for food-safety, hygiene and quality-control reasons.

Food and Consumable Products

Food and consumable products cannot ordinarily be returned once they have been delivered, particularly where the packaging has been opened, damaged or tampered with.

We therefore do not accept returns or exchanges for:

• Change of mind
• Products ordered in error by the customer
• Taste or personal preference
• Opened or used food products
• Products that have been stored incorrectly after delivery
• Perishable or fresh food products where there is no defect or quality issue

This does not affect any rights you may have under applicable South African consumer law where goods are defective, unsafe, damaged or otherwise not of the quality reasonably expected.

Damaged, Incorrect or Defective Products

If your order arrives damaged, you receive the wrong product, or there appears to be a quality or manufacturing problem, please contact us as soon as reasonably possible after receiving your order.

Please provide:

• Your order number
• A description of the problem
• Clear photographs of the product and packaging
• Photographs of the courier packaging where the parcel was damaged in transit

Once we have reviewed the issue, we may offer an appropriate replacement, refund or other remedy, depending on the circumstances.

Please do not discard a damaged or defective product until we have advised you that it is no longer required, as we may need additional information or photographs.

Missing Items

If an item is missing from your delivery, please contact us as soon as possible with your order number and details of the missing product.

Once confirmed, we will arrange an appropriate replacement or refund.

Non-Food Products

For non-food merchandise, cookware or other reusable products sold by Masala Factory, return eligibility will depend on the type and condition of the product.

Unless the product is defective or damaged, any approved return must generally be:

• Unused
• In its original condition
• In the original packaging
• Complete with all accessories or components supplied with it

Please contact us before returning any product. Products sent back without prior approval may not be accepted.

Refunds

Where a refund has been approved, it will generally be processed using the original payment method where reasonably possible.

Please allow several business days after the refund has been processed for it to appear in your account. Processing times may vary depending on your bank or payment provider.

Shipping or delivery charges are generally not refundable where the order was delivered correctly and the return is not the result of an error or defective product on our part.

Where goods are defective or otherwise qualify for a statutory remedy, the applicable consumer-protection requirements will apply.

Courier Damage

Where your parcel has visibly been damaged during delivery, please photograph the outer packaging before opening it where possible.

Contact us promptly so that we can investigate the matter with the courier and arrange the appropriate resolution.

Order Cancellations

If you need to cancel an order, please contact us as soon as possible.

If your order has not yet been packed or dispatched, we will do our best to cancel it and process an appropriate refund.

Once an order has been dispatched, cancellation may no longer be possible, particularly where the order contains food or other consumable goods.

Contact Us

If you have any questions regarding a damaged, incorrect or defective order, please contact us with your order number and details of the problem.

Masala Factory
Website: www.masalafactory.co.za
Email: [email protected]