Returns & Refund Policy

1 Our Commitment

At VitraFruits, we take pride in delivering premium quality, naturally dehydrated fruit products sourced from the finest South African farms. Every order is carefully packed and inspected before dispatch. However, we understand that issues can occasionally arise, and we are committed to resolving them promptly and in accordance with the Consumer Protection Act 68 of 2008 (CPA).

This policy outlines your rights and our process for returns, exchanges, and refunds. Please read it carefully before contacting us.

2 Eligibility for Returns

You may request a return if all of the following conditions are met:

• The item is unopened and in its original, sealed packaging.
• The return request is submitted within 7 calendar days of the delivery date.
• You can provide valid proof of purchase (your order confirmation email or order number).
• The product has not been tampered with, damaged, or stored incorrectly.

3 Non-returnable Items

For hygiene and food safety reasons, the following items cannot be returned or refunded:

• Any product whose seal has been broken or packaging opened, unless the product is defective or incorrect.
• Products that have been damaged due to improper storage by the customer (e.g., exposure to heat, moisture, or direct sunlight).
• Items purchased during clearance or final-sale promotions, unless defective.
• Personalised or custom-labelled orders.

If you are unsure whether your item qualifies, please email us before returning anything — we are happy to advise.

4 How to Request a Return

To initiate a return, please follow these steps:

• Email us at orderinfo@vitrafruits.co.za with the subject line: "Return Request – [Your Order Number]".
• Include your full name, order number, and the reason for return.
• Attach a photo of the item(s) in their current condition, clearly showing the packaging.

Our customer service team will respond within 1–2 business days with return instructions and a return address. Please do not send items back without first receiving written authorisation from us.

5 Refund Process

Once we receive your returned item, our team will inspect it within 2 business days. You will be notified by email of the outcome of the inspection.

If your return is approved:

• The refund will be processed to your original payment method (credit/debit card, SnapScan, Zapper, or Samsung Pay via PayFast).
• Refunds are typically reflected within 5–7 business days, depending on your bank or payment provider.
• Shipping fees paid on the original order are non-refundable, unless the return is due to our error.

If your return is not approved (e.g., the item shows signs of use or damage not caused by us), we will contact you to arrange the return of the item at your cost.

6 Damaged or Incorrect Orders

We take great care in packing every order, but if your items arrive damaged or you receive the wrong product, we sincerely apologise and will resolve the matter at no cost to you.

Please follow these steps:

• Contact us within 48 hours of delivery at orderinfo@vitrafruits.co.za.
• Include your order number and clear photo evidence of the damaged or incorrect items, including the packaging as received.
• We will arrange a replacement or full refund — whichever you prefer — as quickly as possible.