Refund policy

Effective date: 7 August 2026

1. Overview

Forever Fresh Foods (Pty) Ltd trading as Proactive Foods aims to provide a fair and reasonable returns and refunds process and to resolve legitimate order issues promptly.

Because many of our products are food products, food-safety considerations may limit change-of-mind returns. This does not affect any compulsory rights you may have in relation to defective, unsafe, damaged, incorrectly supplied or otherwise non-compliant goods.

2. Change-of-mind returns for food products

If you change your mind about a food product that has been correctly supplied and is not defective, damaged, unsafe or otherwise non-compliant, we may be unable to accept the product back because of food-safety and product-integrity requirements.

Where we agree, at our discretion, to a goodwill exchange or replacement for a non-defective product, the terms of that arrangement will be confirmed with you before the return is accepted.

3. Incorrect products

If you receive a product that is different from what you ordered, please notify us as soon as reasonably possible, preferably within 24 hours of receipt, so that we can investigate and resolve the issue quickly.

Where the incorrect product was supplied by us, we will arrange collection where necessary and provide the correct product or another appropriate remedy at our cost, subject to applicable law.

4. Damaged, defective or unsafe products

If you receive a product that is damaged, defective, unsafe, materially different from its description or otherwise fails to meet applicable quality standards, please contact us as soon as reasonably possible.

We may request reasonable supporting information such as photographs, batch or lot information, packaging details and the original order or invoice reference.

Where applicable law gives you a right to a refund, replacement, repair or other remedy, that right will not be limited by this Policy. Where the law requires us to bear collection or return costs, we will do so.

5. Missing items and order discrepancies

If your order is missing items or contains an order discrepancy, please notify us within 7 days of receipt where reasonably possible. Prompt notice helps us investigate fulfilment, packing and delivery records.

A failure to notify us within 7 days does not remove any compulsory consumer right that applies under law, but it may make factual investigation more difficult.

Valid missing-item or order-discrepancy claims will be resolved by replacement, refund, correction of the order or another appropriate remedy depending on the circumstances.

6. Sale, clearance and promotional items

Sale, clearance and promotional items are generally not returnable merely because you changed your mind, subject to any specific promotion terms.

This does not exclude rights that apply to defective, unsafe, damaged, incorrectly supplied or otherwise non-compliant goods.

7. Evidence required for a claim

To help us assess a claim, we may reasonably request:

• your name and contact details;
• your order number or tax invoice;
• a description of the issue;
• photographs of the product, packaging or delivery condition where relevant;
• batch, lot or best-before information where relevant; and
• any other information reasonably necessary to investigate the claim.

8. Collection and return costs

Where Proactive Foods supplied the wrong product, or where the goods are defective, unsafe, damaged or otherwise subject to a remedy at our cost under applicable law, we will arrange or bear the reasonable collection or return costs where required.

Where a non-defective return is accepted as a discretionary goodwill arrangement, any collection or return cost will be confirmed before the return is approved.

9. Refunds

Where a refund is approved or legally required, Proactive Foods will initiate the refund within 5 Business Days after approval or confirmation of the remedy.

Refunds will ordinarily be made to the original payment method where reasonably possible. A gift card, account credit or another form of credit will only be used where you agree to it or where it forms part of a discretionary goodwill remedy.

Your bank, card issuer or payment provider may require additional processing time before the refunded amount appears in your account.

10. Statutory consumer rights

Nothing in this Policy limits or excludes any right or remedy that cannot lawfully be excluded under applicable South African consumer law.

Where there is a conflict between this Policy and a compulsory legal right, the compulsory legal right will prevail.

11. Contact details

Return, refund and order-discrepancy claims should be submitted by email to info@proactivefoods.co.za.

Forever Fresh Foods (Pty) Ltd trading as Proactive Foods
Registration number: 2016/132807/07
Unit 1A, 2 Erica Way
Somerset West Business Park
Somerset West, Western Cape, 7130
South Africa