Shipping and Returns

We deliver farm food across South Africa in a maintained cold chain. Because our food is fresh, frozen and made without preservatives, it cannot be sent back to us once it has left the farm. Instead, if anything arrives damaged, spoiled or incorrect, we write it off and send you the correct item. This policy is aligned with the Consumer Protection Act, 68 of 2008, and the Electronic Communications and Transactions Act, 25 of 2002.

At a glance

Interpretation and definitions

Words whose initial letter is capitalised have the meanings set out below. These definitions apply whether they appear in the singular or the plural.

• Company (also “Lowerland”, “we”, “us” or “our”) means Lowerland (Pty) Ltd, Prieska, Northern Cape, South Africa.
• Goods means the farm produce and related items offered for sale on the Website, including meat, wine, stone-milled flour, whole grains, nuts and pantry items.
• Perishable Goods means Goods that are fresh, chilled or frozen, and Goods that are made without preservatives and are not suitable for return for food-safety or hygiene reasons once they have left our premises.
• Shelf-stable Goods means dry pantry Goods such as flour, whole grains and nuts, in sealed original packaging.
• Order means a request by you to purchase Goods from us.
• Website means the Lowerland online store.
• You means the individual using the Website, or the company or other legal entity on whose behalf that individual is acting.

International orders

We do not sell Goods to, or deliver Goods outside of, South Africa.

Delivery coverage

We deliver nationally across South Africa. Goods are delivered to the shipping address you provide when you place your Order, provided all Goods in that Order are available for delivery. Some outlying areas may not be serviced by our cold-chain courier partners on their standard routes. Where that is the case, we will contact you to arrange an alternative before your Order is packed.

Cold-chain delivery

Much of what we sell is fresh or frozen and must stay that way. Deliveries are handled by our cold-chain courier partners so that the cold chain is maintained from the farm to your door. The courier used for your Order depends on your delivery address and the Goods you have ordered.

Delivery times

Orders are delivered within 7 to 12 days of us accepting your Order, provided all Goods are available. Delivery timelines vary with your location and with courier schedules. We farm and pack to order, so this lead time reflects the time needed to harvest, mill, cut or pack your Goods as well as the time in transit.

Delivery fees

Delivery fees are calculated at checkout and vary according to the Goods in your Order, your delivery address, and the courier or delivery method used. The applicable fee is displayed to you before you confirm and pay for your Order. Delivery fees are payable by you.

Cancellations and amendments

Because Goods are harvested, milled, cut and packed for your specific Order, cancellations and amendments must reach us in good time.

• More than 3 days before your Order is packed: you may cancel or amend your Order at no charge by contacting us using the details below.
• Within 3 days of packing, or after packing: the Order can no longer be cancelled or amended, because the Goods have been committed to production for you.

Returns

Perishable Goods and wine cannot be returned

Our food is produced without preservatives and much of it is fresh, chilled or frozen. Once it has left our premises we cannot verify how it has been stored, and we will not resell food whose cold chain and handling we cannot vouch for. In the interest of food safety and hygiene, and in line with applicable food-safety regulations, the following cannot be returned or exchanged:

• Perishable Goods which, by their nature, deteriorate rapidly or are not suitable for return.
• Goods cut, milled, portioned or otherwise prepared to your specification.
• Goods that are not suitable for return for health-protection or hygiene reasons once delivered.
• Wine and other alcoholic Goods, which we may not lawfully accept back into stock under our liquor licence.

For these Goods the 7-day cooling-off right in section 44 of the Electronic Communications and Transactions Act does not apply, as provided for in section 42(2) of that Act.

Unopened shelf-stable Goods may be returned within 7 days

Dry pantry Goods such as flour, whole grains and nuts may be returned within 7 days of delivery if they are unopened, undamaged and in their original sealed packaging. Contact us first, using the details below, so that we can give you a return address and reference. The cost of returning the Goods is for your account, and the Goods remain your responsibility until they reach us. Once we have received them and confirmed their condition, we will refund the purchase price using the same payment method you used for the Order.

Goods that have been opened, or whose packaging seal is broken, cannot be returned under this clause.

Damaged, spoiled or incorrect Orders

We do not ask you to send food back to us. If something is wrong, we write it off and put it right.

If your Order arrives damaged, spoiled, short, or is not what you ordered, please tell us within 24 hours of delivery so that we can resolve it while the evidence is fresh. To lodge a claim:

1. Contact us within 24 hours of delivery using the details below; and
2. Send us your Order number together with clear photographs of the affected Goods and, where relevant, the packaging and any temperature indicators.

Once your claim is verified we will, at our election, either send you a replacement on the next available delivery at our cost, or refund you for the affected Goods. You do not need to return the affected Goods to us and you will not be charged for the replacement or for its delivery. We may decline a claim that does not meet the conditions above.

Refunds

Where a refund is due under this policy, we process it within a reasonable period after your claim or return has been verified, using the same means of payment you used for the Order. You will not be charged any fee for the refund itself.

Your rights under the Consumer Protection Act

Nothing in this policy limits your rights under the Consumer Protection Act. In particular, section 56 of that Act entitles you, for six months after delivery, to return Goods that are defective, unsafe, or not as described, and to receive a repair, replacement or refund at your election. Our practice of replacing or refunding affected Goods without requiring their return is intended to give effect to that right more simply, not to reduce it.

Alcohol deliveries

Wine is sold and delivered only to persons aged 18 years or older. An adult of 18 or over must be present to receive a delivery containing wine, and the courier may ask for proof of age. If no such person is available, the delivery may not be completed and a re-delivery fee may apply. See our Alcohol Policy for full details.

General

We reserve the right to decline an Order where we cannot meet our shipping and delivery conditions, including where the delivery address falls outside the reach of a maintained cold chain. Where we decline an Order after payment, we refund it in full.

Contact us

If you have any questions about this policy, or need to cancel, claim or arrange a return:

• Email: orders@lowerland.co.za
• Telephone: 066 124 1056
• Address: Lowerland Farm, R386, Prieska, Northern Cape, South Africa

Please quote your Order number in all correspondence.