R75 delivery fee on all orders up to R1 500.

Return Policy

Incorrect item delivered:

We do our best to ensure the product information, availability, purchase price and associated delivery times and fees are accurately reflected on our site. Please notify us within 7 days should this not be the case by logging a return on our website.

However, should we accidentally deliver the wrong product to you or if the product is not as described on the website;

Please do not remove the product from its original packaging or any of the stickers or labels.

Notify us as immediately and we will collect the product from you at no charge.

Your choice as to whether we:

  • deliver the correct item to you as soon as possible (if available);
  • issue you a voucher for the purchase price of the product; or
  • issue a refund (using the same method of payment you originally used for the purchase).

Please note that a refund is not available if the item was received as a gift.

Goods arrived damaged:

If your goods arrive damaged, we will do our best to resolve the issue. Please notify us within 7 days (the sooner the better) by logging a return on our website.

We will require the following information to assess where in the delivery process the damage may have occurred:

  • photograph of the outer box (including whether it has a Fragile sticker or not);
  • photograph of the inside of the box, including the inner packaging; and
  • photograph of the damaged item.

If necessary, we will arrange the collection of the product from you at no charge. Once we have inspected the product or photographs and validated your return (if needed), we will, according to your preference:

  • replace the product (if available);
  • issue a refund voucher for the purchase price of the product or
  • issue a refund (using the same method of payment you originally used for the purchase).

Please note that a refund is not available if the item was received as a gift.

How to return an item:

There are different methods of returning an item.

You may request to drop off the item at your nearest Postnet. There is no cost associated with this. Our Customer Support team will be in touch to confirm the details.

You may drop off the item at the farm. There is no cost associated with this.

You may select a pick-up date and the item will be collected from you. We may charge a fee for this service.

How to package an item you want to return:

The returning product must be packed, in its original packaging, in another box with as much padding and protective packaging as possible so that it can travel safely back to us. Returns that are sent back otherwise, will have a 10% repackaging fee levied against them. If the returning product has not been packaged properly and is damaged, then we simply cannot give you a refund. It is your responsibility to package the item correctly.

How we process your refund:

Returns within 30 days:

You will be offered a Chaloner voucher or a product exchange. If you specifically require another form of refund (i.e. credit card or EFT), a 7% fee of the refund amount may be charged. Refunds are handled within 8 to 10 working days of logging the return (refunds can take up to 3 working days to reflect in your account once processed due to banking timelines).

Damaged goods:

Refunds are handled within 8 to 10 working days of logging the return (refunds can take up to 3 working days to reflect in your account once processed due to banking timelines). Replacements may take longer as these are dependent on availability.

Our customer support:

Telephone number: +27 (0) 21 880 0130

Email address: retail@chaloner.co.za

Address: Chaloner SA, Falcon’s Nest Farm, Blaauwklippen Road, Stellenbosch, 7660

Office hours:

  • Monday to Thursday 09:00 to 16:00
  • Friday 09:00 to 15:00
  • Not open on Public holidays

Customer queries and complaints:

We aim for complete customer satisfaction. We respect our customers’ rights and always try to comply with best practice and all relevant laws. If you are not satisfied with any of our goods, or have any questions, please contact our customer support department and have your invoice ready. We will try our best to solve your problem. We are proud of the reputation of our goods.