Returns Policy


Perishable and Groceries


CREMALAT CHEESE (PTY) LTD will refund groceries should customers not be
satisfied with the quality thereof, within 24 hours of accepting the delivery, and if it
is in its original packaging. Should a product be defective the product should be
brought back to the store in its original packaging.
Groceries cannot be returned because a customer had a change of mind in respect
of the purchased item, this is due to public and food safety regulations.


Online store policy and delivery policy


The following Delivery Policy is only valid for merchandise purchased via the
CREMALAT CHEESE website (“the Online Store”). This policy has been developed
to ensure the accurate and secure delivery of all purchases according to your
delivery needs. Should you have any questions with regards to deliveries, please
contact us on 011 822 8320.

1. Express Delivery (1 to 2 working days) is currently unavailable.
2. Orders placed on a Friday after 11:00 or a on public holiday will only be
processed on the next working day.
3. We can only deliver products to physical addresses within the borders of the
Republic of South Africa, unless otherwise stipulated or agreed upon.
4. Standard Deliveries will be made within 3-5 business days upon acceptance
of your order.
5. Quoted delivery times are a guide only and while CREMALAT CHEESE (PTY)
LTD endeavours to meet the targeted delivery times for Standard deliveries,
from time-to-time factors beyond our control can result in delayed delivery.
6. A unique order number will be communicated to you via email which can be
used to track the status of your order.
7. Your deliveries will be made through our designated courier company, The
Courier Guy or by CREMALAT CHEESE (PTY) LTD. For information on their
Terms and Conditions, refer to
8. Once you have indicated your address and you have received confirmation
of your order, we regret that no changes to the specified address and/or
delivery option will be accepted.
9. We reserve the right to contact customers and arrange alternative delivery
methods and timelines if your delivery address is remote or to cancel the
order if delivery is not feasible.
10.Before you finalise your order, you have the option to indicate in the “Notes”
field whether the order should only be delivered to you OR you can specify
an alternative authorized person’s name to receive it on your behalf. You or
the authorized person may be required to show proof of identification to the
courier upon delivery.
11.To safeguard your purchase, the carrier will only deliver to the specified
address and to you or one of the people indicated on the notes of the order
as being authorised to receive your parcel.
12.The courier may request proof of identity from the person receiving the
parcel if this was indicated in the “notes” field of the order.
13.The person receiving the parcel will be asked by the courier to sign the
waybill indicating that the parcel/carton has been received undamaged and
in good condition.
14.Proof of ID may be requested to verify authenticity of purchaser.
15.In the unlikely event that the parcel/carton is damaged and/or the security
seal is broken, then the receiving person can either:
16.Check the parcel in front of the driver and indicate on the courier’s waybill
(delivery documentation) whether there are any:
  • breakages, and/or
  • damages and/or
  • items missing.
Both parties (the courier and the person receiving) will need to co-sign their names
against this indication. If the receiving person chooses to still accept the damaged
carton, the waybill will reflect that a damaged parcel was received and accepted
with both parties co-signing.
Should you have damaged items in your package it is your responsibility as the
customer to contact / with all details
within 24 hours of the receipt of the package.
17.Alternatively, the receiving person can send the parcel back and indicate on
the waybill the reasons for sending the parcel back. Both parties will need to
co-sign against this indication.
18.Kindly refer to ourrefunds policyfor further information.
19.CREMALAT CHEESE (Pty) Ltd reserves the right to refuse service, cancel
orders and terminate accounts at the company’s discretion.