Refund policy

Refund and Return Policy

This policy applies to orders purchased from Cravio and delivered within South Africa. Cravio currently does not offer international delivery.

30-Day Return Request Period

You have 30 days after receiving your order to contact us about an eligible return, damaged product, incorrect order or other order-related problem.

Because Cravio sells food, confectionery and personalised Pick & Mix products, not every item will qualify for a change-of-mind return.

This voluntary 30-day policy does not limit any rights you may have under the South African Consumer Protection Act.

Eligibility for Returns

To qualify for an approved return, the product must:

Be unused and unconsumed;
Be in its original packaging;
Have all seals fully intact and unopened;
Be in the same condition in which it was received; and
Be accompanied by proof of purchase.

Please contact us at hello.craviosa@gmail.com before returning anything.

Items returned without first receiving approval and return instructions from Cravio will not be accepted.

Approved returns must be sent to:

9 Cathkin Street Ravenswood Boksburg Gauteng 1459

Food, Pick & Mix and Opened Products

For food-safety and hygiene reasons, Cravio cannot accept change-of-mind returns on:

Pick & Mix bags prepared according to the customer’s selections;
Personalised or specially prepared orders;
Treat Bags containing food or confectionery;
Products where the seal has been opened, broken or tampered with;
Products that have been partially consumed; or
Products that have not been stored or handled correctly after delivery.

Once the seal on a Pick & Mix bag or other food product has been opened or broken, the product cannot be returned because Cravio can no longer confirm its safety, condition or handling.

This exclusion does not apply where the product was delivered damaged, defective, unsafe, incorrect or materially different from what was ordered.

South African electronic-commerce legislation excludes certain home-delivered food, personalised products and rapidly deteriorating goods from the ordinary online cooling-off period.

Damaged, Defective or Incorrect Orders

Please inspect your order as soon as it arrives.

Your parcel or product arrived damaged;
A product appears unsafe, spoiled or defective;
Your order is missing an item;
You received the wrong item; or
Your order is materially different from what you purchased.

Email hello.craviosa@gmail.com and include:

Your order number;
A description of the problem;
Clear photographs of the parcel, packaging and affected products; and
A photograph showing the product seal, where applicable.

Please do not consume or dispose of an affected product until we have reviewed your claim and provided instructions.

Where a product is confirmed to be damaged, defective, unsafe or incorrectly supplied, Cravio will provide an appropriate remedy in accordance with applicable South African consumer law. Depending on the circumstances, this may include a replacement, refund or another reasonable resolution.

The Consumer Protection Act provides protections for goods that are unsafe, defective or fail to meet required quality standards, including an implied six-month warranty in qualifying cases.

Return Shipping

Where a return is required because Cravio supplied an incorrect, damaged, unsafe or defective item, Cravio will provide return instructions and, where applicable, arrange or cover the reasonable return cost.

Where Cravio approves a return for another reason, the customer may be responsible for the return delivery cost.

Do not send a parcel back before receiving written return instructions from us.

Sale Items and Gift Cards

Sale items cannot be returned simply because the customer has changed their mind.

However, sale items remain covered where applicable if they are defective, unsafe, damaged or incorrectly supplied.

Gift cards cannot be returned, exchanged for cash or refunded, except where required by law.

Exchanges

Cravio does not offer direct change-of-mind exchanges on food, Pick & Mix bags or personalised orders.

Where an incorrect, defective or damaged product qualifies for a remedy, we may offer a replacement or refund, depending on the circumstances and product availability.