1. Overview
At Roundhouse Hot Sauce, we take pride in producing high-quality, small-batch chilli sauces. If something isn’t right, we’ll do our best to make it right.
Because our products are food items, our return policy is necessarily limited for health and safety reasons.
2. Damaged or Incorrect Orders
If your order arrives:
- Damaged
- Defective
- Incorrect (wrong item received)
Please contact us within 48 hours of delivery at:
[your email address]
Include:
- Your order number
- A clear description of the issue
- Photos of the product and packaging
If approved, we will:
- Replace the product, or
- Issue a refund, depending on availability
3. Change of Mind
Due to the nature of our products, we do not accept returns or refunds for:
- Change of mind
- Personal taste preferences
- Heat level expectations
We encourage customers to read product descriptions carefully before purchasing.
4. Opened Products
For safety and hygiene reasons, we cannot accept returns of opened food products, unless the item is faulty or contaminated.
5. Unopened Products
If you wish to return an unopened product, you may do so within 7 days of delivery, provided that:
- The product is sealed and unused
- It is in its original condition and packaging
Return shipping costs will be for the customer’s account.
Once received and inspected, we may offer:
- A store credit, or
- A refund (excluding original shipping costs)
6. Shipping Costs
- Original shipping fees are non-refundable
- Return shipping is the responsibility of the customer unless the product is faulty or incorrect
7. Refund Processing
Approved refunds will be processed within 5–10 business days, depending on your payment method.
8. Consumer Rights (South Africa)
This policy is in line with the Consumer Protection Act (CPA).
Nothing in this policy limits your right to:
- Receive goods that are safe and of good quality
- Return defective goods within 6 months of purchase
If a product is found to be defective, we will:
- Repair, replace, or refund, as required by law
9. Contact
For all return and refund queries:
Email: darren@roundhouseheat.com
Location: Cape Town, South Africa