Returns & refunds

What this policy covers

This policy applies to honey and Natural Living products purchased from Honey Pot through honeypotsa.co.za for delivery in South Africa. We accept returns for defective, damaged, leaking or incorrectly supplied products. We do not offer discretionary change-of-mind returns or routine exchanges. Your statutory cancellation and consumer rights, explained below, remain unaffected.

Damaged or defective products

Please tell us as soon as you notice a problem. For damage during delivery, contacting us within 48 hours helps us investigate with the courier. This is a request, not a deadline that removes your legal rights.

Where the Consumer Protection Act applies, goods that fail its quality and safety standards may be returned within six months of delivery, at our risk and expense, for your choice of a refund, replacement or repair as provided by the Act.

A product does not have to be unopened to qualify for a genuine defect claim. Please stop using an item you believe is unsafe and retain the product and packaging where possible. Missing original packaging does not, on its own, remove your statutory rights.

Natural variations in honey colour and texture, including crystallisation, are not by themselves defects. This does not exclude genuine quality or safety problems.

How to request a return

1. Email info@laughtons.com or WhatsApp 082 852 0530.
2. Include your order number or other proof of purchase, a description of the issue and, where available, photographs of the item and packaging.
3. We will provide return instructions and arrange courier collection or a return by courier/post, including the correct return address. Contact us before sending anything so we can arrange safe transport, especially for broken glass or leaking products.

No account or online return form is required.

Return costs and fees

We cover reasonable return transport costs for eligible defective, damaged or incorrectly supplied products. We will arrange collection or provide a prepaid return method; if we agree that you should pay transport upfront, we will reimburse that cost. We do not charge a restocking fee.

For a qualifying statutory change-of-mind cancellation, only the direct cost of returning the goods is payable by you, unless the law requires otherwise.

Refunds

Once we receive and assess the returned item, we will confirm the outcome and process an eligible refund within 7 business days. If we do not need the item returned, this period starts when we confirm the refund. We refund the original payment method wherever possible; if that is unavailable, we will agree a suitable method with you.

Your bank or payment provider may take additional time to display the credit. We will not require you to accept store credit in place of a refund you are entitled to. Any shorter legal deadline takes precedence.

Online cancellations and exchanges

Where section 44 of the Electronic Communications and Transactions Act applies to your online purchase, you may cancel without reason or penalty within 7 days after receiving the goods. Notify us using the contact details above and arrange the return. Payments will be refunded within 30 days of cancellation, with only the direct return cost payable by you.

Statutory exclusions can apply, including certain everyday-consumption food deliveries, personalised goods and goods that deteriorate rapidly. Eligibility depends on the product and transaction; an exclusion from cooling-off rights does not remove rights relating to defective goods.

We do not offer routine exchanges for a different variety, size or product. This does not affect a replacement or other remedy you are entitled to under consumer law.

Your consumer rights

Nothing in this policy limits rights under South African law. Where this policy conflicts with a mandatory legal protection, that protection applies. You can read the Consumer Protection Act and the Electronic Communications and Transactions Act on the South African Government website.