Refund policy

Terms and Conditions

The Peacock Pantry (Pty) Ltd — last updated 24 June 2026

These Terms and Conditions (“Terms”) govern the use of the website www.thepeacockpantry.com (the “Website”) and any purchase made through it. The Website is owned and operated by The Peacock Pantry (Pty) Ltd, a company registered in South Africa (“we”, “us”, “our”, or “The Peacock Pantry”), trading from 18 Kent Road, Dunkeld West, Johannesburg, 2196, South Africa.

By accessing the Website or placing an order, you (“the customer”, “you”) agree to be bound by these Terms, our Returns, Refund & Cancellation Policy, and our Privacy Policy. If you do not agree to these Terms, please do not use the Website.

1. Our company details

• Trading name: The Peacock Pantry
• Registered company name: The Peacock Pantry (Pty) Ltd
• Company registration number: 2022/668730/07
• Trading address: 18 Kent Road, Dunkeld West, Johannesburg, 2196, South Africa
• Email: asha@thepeacockpantry.com

This address serves as our domicilium citandi et executandi for all purposes arising from these Terms, including the delivery of legal notices.

2. Products

We sell handcrafted masala pastes and related food products as described on the Website. We take reasonable care to ensure that product descriptions, images, ingredients, weights, and pricing are accurate at the time of publishing. Minor variations in colour, texture or appearance may occur between batches due to the natural, handmade nature of our products and do not constitute a defect.

All products are clearly labelled with ingredients, allergen information, net weight and shelf life. It is your responsibility to read product labelling carefully, particularly if you have any food allergies, sensitivities, or dietary restrictions.

3. Prices and payment

• All prices on the Website are displayed in South African Rand (ZAR) and are inclusive of VAT where applicable, unless stated otherwise.
• We reserve the right to change prices at any time, but changes will not affect orders already confirmed and paid for.
• Payment is processed securely through Payfast, our third-party payment gateway. We do not store your card or payment details — these are handled entirely by Payfast in accordance with its own security standards and PCI DSS compliance.
• An order is only confirmed once payment has been successfully authorised. We reserve the right to refuse or cancel any order where payment cannot be verified, where fraud is suspected, or where a product is unexpectedly unavailable.

4. Availability and order fulfilment

All products are subject to availability. If a product you have ordered is unavailable, we will contact you as soon as reasonably possible and offer you either a substitute, a delay until restocked, or a full refund of the amount paid for that item.

We aim to dispatch all orders within 3–5 business days of payment confirmation, and will communicate estimated delivery timeframes at checkout or via order confirmation email. Delivery times provided by couriers are estimates only and not guaranteed; we are not liable for delays caused by courier service providers, customs, weather, or other circumstances beyond our reasonable control.

Risk in the goods (including risk of loss or damage in transit) passes to you on delivery to the address provided at checkout. Please ensure your delivery address and contact details are accurate, as we are not responsible for non-delivery resulting from incorrect information supplied by you.

5. Your right to cancel (cooling-off period)

In accordance with section 44 of the Electronic Communications and Transactions Act 25 of 2002, you may cancel your order without reason or penalty within 7 (seven) days of receiving the goods, by notifying us in writing at asha@thepeacockpantry.com.

This cooling-off right does not apply to goods that, by their nature, cannot be returned once delivered — including opened, used, or perishable food products — for hygiene and food-safety reasons, except where the product is defective or does not match its description. Full detail is set out in our Returns, Refund & Cancellation Policy.

6. Consumer rights and quality guarantee

Nothing in these Terms limits any right you have under the Consumer Protection Act 68 of 2008 (CPA), including your right to receive goods that are safe, of good quality, and reasonably suited to the purpose for which they were sold, and your right to return defective or unsafe goods. Where these Terms and your statutory rights conflict, your statutory rights take precedence.

7. Intellectual property

All content on the Website, including but not limited to the Peacock Pantry name, logo, branding, photography, recipes, and written content, is the property of The Peacock Pantry (Pty) Ltd or its licensors and is protected by South African and international intellectual property law. You may not reproduce, distribute, or use this content for commercial purposes without our prior written consent.

8. Limitation of liability

To the maximum extent permitted by law, we shall not be liable for any indirect, incidental, or consequential loss or damage arising from the use of our products or Website, save where such liability cannot lawfully be excluded (including liability for death, personal injury, or losses caused by our gross negligence or wilful misconduct, or as required under the CPA).

As our products are food items intended for human consumption, customers with known food allergies or medical dietary requirements should review ingredient listings carefully before consuming. We are not liable for adverse reactions arising from undisclosed allergies where ingredients were clearly and accurately labelled.

9. Privacy

Any personal information you provide to us (such as your name, delivery address, email and phone number) is collected and processed in accordance with the Protection of Personal Information Act 4 of 2013 (POPIA) and used solely for the purposes of processing your order, customer communication, and — where you have opted in — marketing. We do not sell your personal information to third parties.

10. Governing law and jurisdiction

These Terms are governed by the laws of the Republic of South Africa. Any dispute arising from these Terms or your use of the Website shall be subject to the non-exclusive jurisdiction of the South African courts.

11. Changes to these Terms

We may update these Terms from time to time to reflect changes in our business practices or legal requirements. The version published on the Website at the time of your order will apply to that order. Continued use of the Website after changes are posted constitutes acceptance of the updated Terms.

12. Contact us

If you have any questions about these Terms, please contact us at:

• Email: asha@thepeacockpantry.com
• Address: 18 Kent Road, Dunkeld West, Johannesburg, 2196, South Africa

Returns, Refund & Cancellation Policy

The Peacock Pantry (Pty) Ltd — last updated 24 June 2026

At The Peacock Pantry, every jar is made with care, using fresh ingredients and small-batch methods. Because our products are perishable food items, this policy explains clearly what you can expect if something goes wrong with your order, in line with South African consumer protection law.

1. Order cancellations before dispatch

If you wish to cancel or amend an order, please contact us at asha@thepeacockpantry.com as soon as possible. If your order has not yet been dispatched, we will cancel it and refund you in full. Once an order has been dispatched, it can no longer be cancelled and the sections below will apply instead.

2. Cooling-off cancellation (within 7 days)

Under section 44 of the Electronic Communications and Transactions Act, you have the right to cancel an order without giving a reason within 7 days of receiving your goods. Because of the perishable, food-safety-sensitive nature of our products, this right applies only where:

1. the product is unopened, unused, and in its original, undamaged packaging; and
2. the product has not passed its printed best-before or use-by date.

Where these conditions are met, contact us within 7 days of delivery and we will arrange collection or return at your cost (the only charge permitted under the ECT Act is the direct cost of returning the goods), and refund the purchase price within 15 business days of receiving the returned item.

Because our masala pastes are perishable and intended for consumption, once a jar or tub has been opened it cannot be resold and therefore cannot be accepted back under this cooling-off right — this is a standard, lawful exclusion for hygiene and food-safety reasons. This does not affect your separate right to a refund or replacement for defective, damaged, or mis-described products under Section 3 below.

3. Damaged, defective, or incorrect items

Your right to a quality remedy under the Consumer Protection Act applies regardless of whether a product has been opened, and cannot be waived by this policy. If your order arrives damaged, defective, spoiled, incorrect, or not as described, please contact us within 7 days of delivery at asha@thepeacockpantry.com with:

• your order number,
• a description of the issue, and
• a photo of the product and its packaging, where possible.

Once we've reviewed your claim, we will, at your choice, offer a replacement, a full refund, or store credit for the affected item, including a refund of reasonable delivery costs where the issue was caused by us. We aim to resolve all such claims within 7 business days of receiving your complaint.

4. Change of mind

Because our products are fresh, handmade, and perishable, we are unable to accept returns or offer refunds simply because you've changed your mind about an opened product, ordered the wrong item by mistake, or no longer want it, once delivery has taken place and the cooling-off conditions in Section 2 no longer apply. We encourage you to check product descriptions, ingredients and quantities carefully before ordering, and to reach out to us at asha@thepeacockpantry.com with any questions prior to purchase.

5. Refund method and timing

Approved refunds will be processed back to the original payment method used at checkout via Payfast. Please allow up to 10–12 working days for the refund to reflect in your account, depending on your bank's processing times — this timeframe is set by the banking and payment network and is outside our control. You will receive an email confirmation once your refund has been initiated.

6. Order cancellations by us

On rare occasions we may need to cancel an order — for example, where a product is out of stock, where there is a pricing error, or where fraud is suspected. In these cases, we will notify you as soon as possible and refund any amount already paid in full, within 30 days.

7. How to start a return or refund request

Email us at asha@thepeacockpantry.com or use the contact form on our Contact page, with your order number and a description of the issue. We will respond as quickly as we can, and aim to acknowledge all queries within 2 business days.

8. Your statutory rights

This policy is in addition to, and does not replace, limit, or exclude any rights you have under the Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002. Where any part of this policy conflicts with those Acts, your statutory rights will prevail.

9. Contact us

• Email: asha@thepeacockpantry.com
• Address: 18 Kent Road, Dunkeld West, Johannesburg, 2196, South Africa