Returns & Refunds

At Bakkal, we want you to be happy with your purchase. If there is a problem with your order, please contact us as soon as possible so that we can assist you.

Damaged, Defective or Incorrect Products

If you receive a product that is damaged, defective, expired, or different from what you ordered, please contact us as soon as possible after receiving your delivery.

Please provide:

• Your order number
• A description of the problem
• Clear photos of the product and packaging
• Photos of the courier packaging if the parcel was damaged during delivery

Once the issue has been reviewed, we will provide an appropriate remedy in accordance with applicable South African consumer law, which may include a replacement, refund or other appropriate resolution.

Food & Perishable Products

For health, hygiene and food-safety reasons, we generally cannot accept returns of opened, used or partially consumed food products simply because you have changed your mind.

Products should remain unopened, unused and in their original packaging where a return is applicable.

This does not affect your rights where goods are defective, unsafe, expired, incorrectly supplied, or otherwise covered by applicable consumer protection legislation.

Change of Mind

If you wish to return an eligible unopened product because you have changed your mind, please contact us before returning the item.

Any return must be approved by Bakkal before it is sent back. Depending on the circumstances, return courier costs may be the customer's responsibility.

Refunds

Once an approved return has been received and inspected, we will notify you of the outcome.

Approved refunds will normally be processed back to the original payment method. Processing times may vary depending on your bank or payment provider.

Original delivery charges may not be refundable where the return is due solely to a change of mind, subject to your rights under applicable South African law.

Courier Damage

Please inspect your order as soon as possible after delivery.

If your parcel or products have been damaged in transit, please keep the original product and courier packaging and contact us promptly with photographs so that we can investigate the matter with the courier.

How to Contact Us

For returns, refunds or problems with an order, please contact:

Email: support@bakkal.co.za
Phone: 021 556 6172 / 061 258 3662

Please include your order number when contacting us.

Nothing in this Returns & Refunds Policy is intended to limit or exclude any rights you may have under applicable South African consumer protection laws.