Last updated: 2 July 2026
We want every customer to be satisfied with their purchase. Because our products are food items, returns are subject to food safety requirements as well as applicable South African consumer law.
1. Returns
For health and safety reasons, we cannot accept returns of products that have been opened, used, or tampered with unless the product is defective, unsafe, or supplied incorrectly.
You may request a return if:
You received the wrong product.
Your order arrived damaged during delivery.
The product is defective.
The product has passed its expiry date when delivered.
The product was incomplete.
To request a return, please contact us within 7 days of receiving your order.
Please include:
- Your order number.
- Photographs of the product and packaging.
- A brief description of the issue.
2. Refunds
Once your claim has been reviewed and approved, we will:
- Replace the product; or
- Provide store credit, where agreed.
Approved refunds are typically processed within 5–10 business days, depending on your payment provider.
3. Incorrect Orders
If we accidentally send the wrong item, we will arrange collection where necessary and send the correct product at no additional cost.
4. Damaged Deliveries
If your parcel arrives visibly damaged:
- Take photographs before opening where possible.
- Notify us as soon as possible.
- Retain the original packaging until your claim has been resolved.
5. Change of Mind
Due to the nature of our products, we do not accept returns or offer refunds for change-of-mind purchases once an order has been delivered.
6. Non-Returnable Items
The following cannot be returned unless defective or supplied incorrectly:
-Opened food products.
- Products with broken safety seals.
- Products damaged due to improper storage after delivery.
- Products damaged through misuse.
7. Cancellation of Orders
Orders may be cancelled before they have been packed or dispatched.
If an order has already been dispatched, it cannot be cancelled and our standard return policy will apply.
8. Contact Us
If you need assistance with a return, please contact us:
Email: hello@stromm.co
Please include your order number when contacting us so we can assist you as quickly as possible.
