At The Nut Factory, we take pride in the quality of our nuts, seeds, dried fruits, and snacks. This policy outlines your rights and our procedures for returns and exchanges.

1. No Returns for Change of Mind
Please select your products carefully before completing your order. Due to the nature of our products, goods cannot be returned for a change of mind.

2. Unsatisfactory Goods & Exchanges
If you receive goods that are unsatisfactory, they are eligible for an exchange under the following conditions:

• In-Store Exchanges: Unsatisfactory goods can be exchanged in our physical store within 3 days of receiving your order.

• Courier Exchanges: If you cannot visit our store to process the exchange, you may arrange for the items to be shipped back to us. Please note that the customer is fully responsible for all delivery costs associated with the exchange. This includes both the courier fee to return the unsatisfactory items to our store, and the courier fee to resend the new items to your address.

3. Defective, Damaged, or Incorrect Orders
If your goods arrive damaged, expired, or you receive an incorrect item, please notify us within 7 days of receiving your order.

• Do not discard the defective or damaged item, as it must be returned in its original packaging for quality control testing.

• Depending on the outcome of our assessment, we will facilitate a replacement or a refund.

4. How to Log an Exchange or Report an Issue
To report an issue or arrange an exchange, please contact us immediately:

• Email: info@thenutfactory.co.za

• Phone: (+27) 12 370 1303 / (+27) 83 229 3344 / (+27) 72 557 7885

• Physical Address for In-Store Exchanges: Office 6 Shezan Centre, 361 Grey Street, Erasmia, Pretoria

When emailing, please include your full name, order number, a clear description of the issue (why the goods are unsatisfactory or damaged), and clear photographs if applicable.

5. Refunds
Where a refund is legally warranted (e.g., for severely damaged or missing items where an exchange is not possible), it will be processed using the original method of payment.

• Refunds may take between 3 to 7 business days to reflect in your account, depending on your bank’s processing times.

6. Order Cancellations

• Before Dispatch: If you wish to cancel your order, you must do so before it has been dispatched by our warehouse. A full refund will be issued.

• After Dispatch: Once an order has been handed over to the courier, it cannot be canceled. If you refuse delivery, you will be liable for the original shipping fee and the return shipping fee, which will be deducted from any potential refund amount.