Shipping & Returns

Shipping, Delivery, Returns & Refunds – Southern Gold Honey

Effective Date: 14/05/2025

1. Delivery Options

Southern Gold Honey (Pty) Ltd offers nationwide delivery within South Africa. We currently use trusted door-to-door couriers for all orders. In some cases, pickup options may be arranged by prior agreement.

At present, shipping costs are quoted separately after the order is placed. No automatic shipping calculators are used during checkout.

We do not currently offer free shipping. All delivery costs are covered by the customer unless otherwise agreed.

2. Lead Times & Dispatch

We aim to dispatch all standard orders within five (5) business days of payment confirmation.

For co-branded or custom-labelled orders, the lead time begins only after:

  • Final label designs have been approved by the client, and

  • All signed documentation has been received by Southern Gold Honey.

All orders are processed and dispatched on weekdays only. While we may offer tracking updates in the future, currently customers will be notified manually once their order is confirmed for dispatch.

3. Returns & Exchanges

We stand by the quality of our products and want you to be satisfied. Returns and exchanges are handled as follows:

We will offer a full refund or free exchange if:

  • The product is contaminated or compromised (not due to customer handling)

  • The honey has crystallised, and you prefer a smooth version

Photographic proof is required in all such cases. We will cover the return shipping cost for approved claims.

If you change your mind:

Customers may return unopened products within 7 days of delivery, provided the product is in its original condition.

  • You will be responsible for return shipping costs

  • Refunds will be issued after we inspect the returned goods

Co-branded or customised products are not eligible for return or refund, unless there is a quality issue or crystallisation.

4. How to Request a Return or Exchange

To initiate a return or exchange, please email contact@southerngoldhoney.co.za with:

  • Your order number

  • A clear photo of the product

  • A short description of the issue

We aim to respond within 2 business days and will guide you through the next steps.

5. Future Updates

As we expand our logistics systems and integrations, this policy may be updated to include:

  • Automated shipping quotes at checkout

  • Courier tracking notifications

  • New delivery methods or pickup points

We’ll reflect any changes in this policy, and always aim to keep you informed.