R75 delivery fee on all orders up to R1 500.

Return Policy

CUSTOMER ENQUIRIES AND COMPLAINTS

Our goal is to provide complete customer satisfaction. We value our customers’ rights and always strive to follow the best practices and relevant laws. If you are dissatisfied with any of our products or have any questions, please contact our customer support team and have your invoice handy. We are committed to resolving any issues you may have, and we take pride in the quality of our products.

 

INCORRECT ITEM DELIVERED

We make every effort to ensure that product information, availability, prices, delivery times, and fees are accurate on our website. If something does not match what was ordered, please notify us via email – hello@chaloner.co.za within 7 days of receipt of order.

If we delivered the incorrect product or if the product differs from the description on the website:

  • Please keep the product in its original packaging and do not remove any stickers or labels.
  • Contact us immediately, and we will arrange for the product to be collected at no cost to you.

You can choose from the following options:

  • Receive the correct item as soon as possible (if available).
  • Receive a voucher for the purchase price.
  • Receive a payment refund (using the original payment method).

Please note: Refunds are not available if the item was received as a gift.

 

DAMAGED GOODS UPON ARRIVAL

If your items arrive damaged, we will work quickly to resolve the issue. Please notify us via email – hello@chaloner.co.za within 7 days of receipt of order (the sooner, the better).

We will need the following details to investigate the issue:

  • A photo of the outer box (showing if it has a “Fragile” sticker or not).
  • A photo of the inside of the box, including the inner packaging.
  • A photo of the damaged product.

If necessary, we will arrange a free collection of the item. After inspecting the product or reviewing your photos and confirming your return, we will proceed based on your preference:

  • Send a replacement (if available).
  • Provide a refund voucher for the product’s purchase price.
  • Issue a payment refund (via your original payment method).

Please note: Refunds are not available if the item was received as a gift.

 

DAMAGED OR UNUSUAL

If you find a foreign object inside, or it appears to be defective after being opened, please contact us immediately. We will investigate it and get back to you.

We will need the following details to investigate the issue:

  • A photo of the damaged product.
  • The batch number & best before date (under or on the side of the product).
  • A photo of the box, including the inner packaging.

 

RETURNING AN ITEM

There are different methods of returning an item.

  1. Drop the item off at Chaloner, Falcon’s Nest Farm, Blaauwklippen Road, Stellenbosch.
  2. Schedule a pick-up, though a fee may apply for this service.

 

PACKAGING A RETURNED ITEM

To return a product, please ensure it is packed in its original packaging, inside another box with sufficient padding to protect it during transit. If the product is not properly packed, a 10% repackaging fee will apply. If the product is damaged due to improper packaging, we won’t be able to process a refund. It is your responsibility to pack the item correctly.

 

PROCESSING YOUR REFUND

Returns within 7 days:

  • You may choose a Chaloner voucher or a product exchange.
  • If you prefer a different form of refund (such as credit card or EFT), a 7% fee may apply.
  • Refunds are processed within 8 to 10 working days of logging the return. Please note that it may take up to 3 working days for the refund to appear in your account, depending on banking timelines.

 

DAMAGED GOODS REFUNDS

  • Refunds are processed within 8 to 10 working days of logging the return. It may take up to 3 working days for the refund to reflect in your account.
  • Replacements may take longer, depending on product availability.

 

OUR CUSTOMER SUPPORT

Telephone number: 021 880 0130

Email address: hello@chaloner.co.za

Address: Falcon’s Nest Farm, Blaauwklippen Road, Stellenbosch

Office hours:

  • Monday to Thursday 08:30 to 17:00
  • Friday 08:30 to 16:00
  • Closed on Saturdays, Sundays and Public holidays