Shipping and Returns Policy
Inspection Responsibility
On Arrival: Customers are responsible for inspecting goods upon delivery to ensure they are not damaged.
“Goods Unchecked”: If you are unable to inspect the goods at the time of delivery, you must mark the waybill as “goods unchecked.” The company states it will not be held liable for any goods that are not inspected.
Refund Policy
1. Refunds Due to Customer-Initiated Cancellations
If a customer chooses to cancel an order for any reason not related to a fault or error on the part of Sweet Zone — including but not limited to a change of mind, no longer wanting the product, or any other personal reason — the refund will be processed less a 5% administration/processing fee of the total order value.
Example: If an order is placed and the customer decides to cancel it simply because they no longer want it, Sweet Zone will refund 95% of the amount paid, with 5% retained to cover processing and administrative costs.
2. Full Refunds Due to Company Fault
If a refund is required due to circumstances within Sweet Zone’s control — including but not limited to:
The product being out of stock or unavailable after the order was placed
An error in order fulfilment
A defective, damaged, or incorrect product being supplied
Any other fault attributable to Sweet Zone; the customer will receive a full refund of 100% of the amount paid, with no deductions.
3. General Conditions
Refund requests must be submitted to Sweet Zone within 7 days of the order or delivery date.
Refunds will be processed within 5–7 business days of approval.
Refunds will be issued via the original payment method, unless otherwise agreed.
Sweet Zone reserves the right to determine, at its discretion, whether a refund request falls under Clause 1 (customer-initiated) or Clause 2 (company fault).
Defective or Damaged Items
If an item is received faulty, defective, broken, or damaged in transport, you should contact Sweet Zone immediately. While our general Terms & Conditions are broad, we require notification within 24–48 hours for such claims. In the event of a mistake on our end or a verified damaged item, the courier service for the return is generally free of charge.
Cancellations and Order Errors
Pricing Errors: If an item is mispriced on the website, Sweet Zone reserves the right to cancel the order. If we cancel an order after payment has been processed, a full refund will be issued.
Out of Stock: We reserve the right to refuse or decline orders for any reason (e.g., availability issues), in which case a refund would be processed.
Important Limitations
Perishables: Since Sweet Zone deals primarily in sweets, chocolates, and snacks, these items are often subject to “No Return” policies due to their perishable nature and health/hygiene regulations, unless they are defective.
Melting: Most confectionery retailers in SA do not take responsibility for chocolates or heat-sensitive items melting during transit due to weather conditions.
Contact Information for Returns
If you need to initiate a return or report a problem with your order, you can use the following contact details:
Phone: 033 387 1440
WhatsApp: 071 970 7869 / 061 542 8342
Email: admin@sweetzonesa.co.za or sales@sweetzonesa.co.za
Address: 536 Dr Chota Motala Rd, Pietermaritzburg, 3201