Zesty Sumac Rub

Refund & Returns Policy

At Three Fish Pantry, we take immense pride in the quality and craftsmanship of our small-batch artisanal products. Because our items are food-based and often perishable, we have established the following policy to ensure fairness and safety for all our customers.

1. Returns of Food Products
Due to health and safety regulations regarding food items, we cannot accept returns on jars, rubs, or preserves once they have left our care, unless the product is defective or damaged upon arrival.

Perishable Nature: As many of our products are made with natural ingredients and traditional techniques (like fermentation), they are sensitive to storage conditions.

Exempt Goods: Custom-made gift boxes or personalized items are exempt from being returned.

2. Damaged or Defective Items
If your order arrives damaged (e.g., a broken jar) or if there is a clear quality defect, we want to make it right immediately.

Reporting: Please inspect your order upon reception. You must contact us at info@threefishpantry.co.za within 48 hours of delivery.

Evidence: To process a replacement or refund, please include your order number and a photograph of the damaged item and the packaging.

Resolution: We will notify you once we’ve inspected the evidence and will either send a replacement at our expense or issue a refund to your original payment method.

3. Incorrect Orders
If you received the wrong item (e.g., you ordered Apple & Saffron Jam but received Tomato Chutney), please let us know within 48 hours. We will arrange to get the correct item to you as quickly as possible.

4. Refunds (if applicable)
If a refund is approved:

It will be processed automatically via your original payment method.

Please remember it can take some time for your bank or credit card company to process and post the refund.

Shipping Costs: Original shipping charges are non-refundable. If you receive a refund, the cost of initial shipping will be deducted from your refund.

5. Cancellations
Orders can only be cancelled if they have not yet been dispatched. Once an order has been handed over to our courier partners, we are unable to cancel it.

6. Gift Boxes & Sets
Refunds are only available for the specific defective item within a gift box, not the entire set, unless the majority of the set is damaged.

7. The Three Fish Community Project (NPC) Contributions
Please note that the 3% contribution made to the Three Fish Community Project from your purchase is tied to the completed sale. In the event of a full refund, that specific contribution is reconciled internally; however, we remain committed to our mission of empowering rural small businesses regardless of individual returns.