Returns and refunds
Caviar is perishable, so this policy is short and specific: if it arrives wrong, we make it right.
Last updated 21 September 2026
1. If something is wrong on arrival
Contact us within 24 hours of delivery if your order arrives:
- damaged, leaking or with a compromised tin;
- warm, or clearly not cold on arrival;
- not what you ordered — wrong species, grade or size;
- past its date.
Email support@caviars.co.za with your order details and a photograph of the tin and packaging. Please keep the product refrigerated while we sort it out — do not throw it away before we have seen the photographs.
Where the problem is confirmed, you choose: a replacement on our next delivery run, or a full refund including the delivery fee.
2. Change of mind
Because caviar is a perishable foodstuff, it cannot be returned or exchanged simply because you changed your mind. The seven-day cooling-off right that applies to most online purchases in South Africa does not extend to perishable goods.
This does not affect your rights under the Consumer Protection Act where goods are defective, not as described, or not fit for purpose.
3. Cancelling before dispatch
You can cancel any order at no cost before it has been dispatched. Message us as soon as possible; if the order has already been packed and handed to the courier, we cannot recall it.
4. Failed or refused delivery
If a delivery fails because nobody was available to receive it, or the address was wrong, we cannot refund the product — it is perishable and cannot be resold once the cold chain is broken. Re-delivery, where possible, is charged at the normal delivery fee.
5. How refunds are paid
Refunds go back to the original payment method. Card refunds are processed through Paystack; orders paid on delivery are refunded by EFT to an account you nominate. We start the refund within 5 working days of agreeing it — how quickly it reflects after that depends on your bank.
6. How to reach us
Email support@caviars.co.za or DM @caviars.co.za. A person reads both.