Refunds & Cancellations

1) Groceries — Fresh & Perishable (produce, bakery, deli, dairy, meat, flowers)

• For food safety, returns aren’t accepted after delivery/collection unless items are spoiled, damaged, unsafe or not as described.
• Freshness guarantee: Report issues within 24 hours with clear photos; we’ll refund, credit or redeliver depending on availability and timing.
• Quality variances on natural produce (size/shape) are normal; severe bruising, mould, contamination, or expired items qualify for remedy.

2) Groceries — Shelf-Stable & Household (tins, packets, cleaning, baby)

• Change-of-mind (unopened): Return within 7 days if unopened, unused, and in original, undamaged packaging; a courier return fee may apply.
• Opened/used: Only if defective, damaged in transit, expired, or misdescribed.
• Hazardous/chemicals: Certain household chemicals may be non-returnable once opened by law/safety rules.

3) Substitutions & Out-of-Stock

• You can opt in/out of substitutions at checkout.
• Substitutions will be of similar brand/size/quality. If you reject a substitution or receive an unsuitable one, we’ll refund or redeliver.
• Price differences are adjusted automatically (refund/charge) and shown on your receipt.

4) Cold-Chain & Frozen (ice-cream, dairy, certain medicines)

• Due to stability and safety, not returnable after delivery/collection except for verified defects, temperature excursion in transit, or damage.
• Please store immediately according to the label. If packaging is damaged or you suspect a temperature breach, contact us within 24 hours and keep items unopened/frozen where indicated.

5) Pharmacy — Prescription Medicines (Rx)

• Before dispensing: If the pharmacist has not dispensed/labelled the medicine, you may cancel for a full refund.
• After dispensing: For safety and legal reasons, no returns/refunds unless defective, recalled, expired, misdispensed or damaged in transit.
• Report within 24 hours with photos (including dispensing label where appropriate) for prompt investigation.

6) Pharmacy — OTC, Wellness & Personal Care

• Unopened change-of-mind: Return within 7 days if sealed and unused.
• Hygiene-sensitive: Health/beauty items that are hygiene-sealed (e.g., thermometers, test kits) are not returnable if opened, unless defective.
• Defective/misdescribed: Refund, replacement or credit will be offered.

7) Delivery issues & non-delivery

• Non-delivery: If your order wasn’t delivered to the address/collection point, you’re eligible for a full refund for undelivered items and related fees.
• Late delivery: If delivery is materially outside the ETA window due to our carrier and quality is affected (e.g., melted/frozen thawed), we’ll remedy accordingly.
• Address errors: If an incorrect address was provided, a re-delivery fee may apply.

8) Refund method & timing

• Refunds are issued to the original payment method where possible; otherwise account credit may be offered.
• Once approved, we initiate promptly; bank processing times vary by provider.

9) Promotions, credits & tips

• Promo codes/credits are not cash-redeemable and aren’t refunded in cash; expired promos can’t be reinstated.
• Tips paid to couriers are handled based on payout status if a full refund is later granted for service failure.

10) Chargebacks & suspected abuse

We may pause accounts for suspected abuse, fraud, or excessive chargebacks. False claims can lead to loss of platform access.

11) How to request a refund

• Use the Help Centre (Order → Help) or email support@mzansihealthcare.com.
• Include your order number, short description, photos (packaging/labels; produce close-ups), and preferred remedy.

12) Law & guidance (summary)

• Reasonable cancellation charges: May apply after picking/dispatch, or for late cancellations on special orders.
• Cooling-off (direct marketing/e-transactions): May apply in some cases, but does not override food safety or medicine regulations. Perishable and cold-chain safety rules prevail.
• Defects/quality: Defective, unsafe, expired, recalled, or misdescribed goods are remedied per South African consumer law.

This summary does not limit your statutory rights.

13) Contact

• Support: support@mzansihealthcare.com
• Privacy: privacy@mzansihealthcare.com