Returns, Refunds & Exchanges

1. Scope and your rights

This policy applies to commercial catering, foodservice, refrigeration and hospitality equipment, professional smallwares and related products supplied by The Cheff (Pty) Ltd, trading as The Food Business Collective (FBC). It applies alongside your rights under the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002. If goods are defective, unsafe or not as described, your statutory rights apply and are not limited by the change-of-mind rules below.

2. Change of mind: seven days

Where the applicable electronic transaction cooling-off right applies to an online purchase, you may cancel by notifying us in writing within 7 days of receiving the goods. Send the notice to hello@the-fbc.co.za with your order or lay-by reference, the item and your reason. Giving notice in time is what matters; the goods must then be returned following our return instructions.

This 7-day right is a change-of-mind right. It does not shorten, replace or cancel any statutory right you have in respect of defective, unsafe, unsuitable or non-compliant goods, and it does not apply where the law excludes a cooling-off right, for example certain specially ordered or customised goods, or goods that have been used, installed or altered.

3. Conditions for a change-of-mind return

For an eligible non-defective return, equipment must be:

• •unused, uninstalled, uncommissioned and not commercially operated
• •undamaged and complete, with all accessories, manuals and components
• •in its original packaging where reasonably possible

Do not install, connect, commission or use equipment commercially if you intend to return it. Large commercial equipment may not simply be shipped back: contact us first for return authorisation and instructions. Unauthorised returns may be refused or may carry reasonable handling or transport costs, except where the law does not permit us to charge them.

4. Special orders, imports and custom goods

Where permitted by law, specially ordered, specifically imported, procured against an accepted quotation, manufactured to specification, customised or project-configured goods may not qualify for ordinary change-of-mind cancellation. We will tell you before accepting such an order where this applies. This does not affect your rights if those goods are defective, unsafe or not as described.

5. Damaged or incorrect goods on delivery

Inspect equipment promptly on delivery. If it appears visibly damaged or incorrect:

• •do not install, connect or commission it
• •contact us promptly at hello@the-fbc.co.za
• •keep the packaging where possible
• •send photographs of the packaging, shipping labels, the product, the damage and the serial number

This does not remove any right you have in respect of defects that could not reasonably have been discovered on delivery.

6. Defective goods and warranty

If equipment is defective, unsafe or not as described, contact us with your reference, a description of the fault, photographs, and any installer or commissioning records. Where a manufacturer warranty applies we will assist with the claim. Repair, replacement or refund is handled in line with applicable law and, where relevant, the manufacturer warranty.

7. Refunds

Approved refunds are paid to the original payer or account where possible, after we have received and inspected the returned goods. Timing depends on the payment method and our payment provider. Any amount we are legally entitled to deduct, for example reasonable return transport, will be explained to you before it is deducted.

8. How to start a return

Email hello@the-fbc.co.za with your name, order or lay-by reference, the product, the date received, the reason for the return, and photographs where relevant. We will confirm whether the return is authorised and give you return instructions.

9. Statutory rights

This policy explains how we handle returns. It does not replace your statutory rights.