Refund policy

1. Delivery & Freshness Guarantee

We deliver our fresh products on Fridays. Due to the perishable nature of organic food and meat, maintaining the cold chain is critical.

  • Missed Deliveries: If you are not available to receive your delivery during your designated Friday slot, our driver will take the order back to our facility for safekeeping.

  • Rescheduling & Collection: We will attempt to arrange an alternative delivery time with you, or you may opt to collect your order directly from our store.

  • The Freshness Clause: Please note that once a delivery is missed, product freshness can no longer be guaranteed. We strongly advise ensuring someone is available to receive the order on Fridays to maintain optimal quality.

2. Customer Satisfaction & Damages

We pride ourselves on quality. If your order arrives damaged, spoiled, or you are genuinely unsatisfied with the quality of an item upon delivery, please notify us immediately.

  • To report an issue, contact us at 0634404762 or via our website contact channels within 24 hours of receiving the goods.

  • Please provide your order number and, if possible, a photograph of the items in question so we can address the issue with our team.

3. Refunds and Store Credit

Because we deal with fresh food, we do not accept physical "returns" of perishable items once they have been accepted. Instead, if a quality or delivery issue is validated:

  • Store Credit (Primary Resolution): Approved refunds will be issued immediately as store credit to your virgin city fields account, which you can use on your next order.

  • Bank Refunds (Last Resort): If store credit does not resolve the issue, we will, as a last resort, process a refund to your original payment method / bank account. Please note that bank refunds may take 5–10 business days to reflect depending on your financial institution.

4. Non-Refundable Items

  • Orders where delivery was missed multiple times due to customer unavailability.

  • Perishable items that have been improperly stored after a successful delivery.

5. Contact Us

If you have any questions about your delivery, need to reschedule, or want to raise a concern about your order, please reach out to us directly:

  • Phone / WhatsApp: 0634404762

  • Website: virgincityfields.co.za

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