Returns & Refunds

Last updated: 12 October 2026

We want you to be happy with every order. Because we sell fresh, perishable food, our returns work a little differently from other shops. This page explains how.

1. Weight differences (meat sold per kg)

When you order meat by weight, you pay for the weight you chose plus an allowance of up to 10%. This makes sure we can fill your order in full, since meat can't be cut to the exact gram.

After we cut and weigh your order:

• If the actual weight is less than what you paid for, we give back the difference.
• If the actual weight is more, you pay nothing extra.

At checkout you choose how you want the difference back:

We process weight differences within 2 working days of your order being delivered or collected.

Example: you order 1 kg of rump at R200/kg. You pay for 1.1 kg (1 kg + 10%) = R220. Your cut weighs 1.04 kg = R208. We give back R12.

2. Problems with quality

If something isn't right, such as the product being damaged, spoiled, incorrect or not up to standard, please:

1. Contact us within 24 hours of delivery or collection at enquiries@grensland.co.za or WhatsApp +27 76 420 1433.
2. Include your order number, a short description and photos of the product and its packaging.
3. Keep the product refrigerated (or frozen) until we have responded. We may ask to collect it.

If the problem is confirmed, we will, at your choice:

• replace the product, or
• give a full refund for the affected item (including the delivery fee where the whole order is affected), or
• give store credit.

This does not limit your rights under the Consumer Protection Act, 2008, including your right to safe, good-quality goods.

3. What we can't accept back

Because of food safety rules, we can't accept returns or give refunds for:

• change of mind, once an order has been cut, packed or prepared;
• products that were not stored as instructed after delivery or collection (for example, left out of the fridge);
• products that have been opened, cooked or frozen, unless the problem only became clear then (for example, a quality issue found when opening the pack; please send photos);
• orders not collected on the chosen collection day, or deliveries where no one was available to receive them, unless we agree otherwise.

4. Missing or wrong items

If an item is missing or you received the wrong item, let us know within 24 hours. We will send the missing or correct item, or refund it.

5. Items or orders we can't supply

Fresh products and limited stock mean that, now and then, we can't supply an item or a whole order. If that happens we'll let you know as soon as possible and:

• Some items can't be supplied: we offer a substitute (only if you agree), or refund those items. The rest of your order goes ahead, and delivery, collection and handling fees still apply.
• The whole order can't be supplied: we cancel it and refund everything you paid, including fees.

Refunds are made the way you chose at checkout for weight differences (refund or credit), within 2 working days.

6. Cancelling an order

You can cancel for a full refund any time before your order is cut or prepared. Contact us as soon as possible. After that, the order can't be cancelled.

7. How refunds are paid

• Refunds go back to the original payment method: through PayFast for online payments, or by EFT to the account you paid from if you paid by EFT.
• We don't give cash refunds.
• Credit goes onto your Grensland account if you were signed in when you ordered. Otherwise it is a once-off discount code sent to the email address on your order.

• Delivery, collection and handling fees are only refunded if we cancel the whole order, or if a quality problem affects the whole order.

• Any Loyalty Program credit used on a refunded order is returned as credit (with its original expiry date), never as cash.

Contact

Grensland (Pty) Ltd
Email: enquiries@grensland.co.za · Phone / WhatsApp: +27 76 420 1433