Returns & Refunds Policy
Last Updated: November 2025
At Eureka Mills (Pty) Ltd, we take pride in producing honest, stoneground flour that’s made with care and delivered fresh.
Because our products are food items, we handle returns and refunds carefully to ensure quality, safety, and compliance with South African consumer protection laws.
1. Eligibility for Returns
Due to the perishable nature of our products, returns are only accepted under the following conditions:
- The item was damaged, defective, or incorrect upon delivery.
- The item remains unopened, unused, and in its original packaging.
- The return request is made within 7 days of delivery.
If your product meets the above conditions, please contact us at marketing@eurekamills.co.za with your order number and a brief description (and photo, if applicable) of the issue.
2. Non-Returnable Items
We unfortunately cannot accept returns for:
- Opened, used, or partially consumed products.
- Products returned after the 7-day window.
- Items damaged due to mishandling, incorrect storage, or use not in accordance with product guidelines.
- Products purchased through third-party retailers or distributors (these must be returned via the original point of purchase).
This policy helps us maintain the integrity and safety of our food products for all customers.
3. Damaged, Defective, or Incorrect Items
If you receive a product that is:
- Damaged in transit,
- Expired or defective, or
- Incorrect (not what you ordered),
please notify us within 48 hours of delivery by emailing marketing@eurekamills.co.za with your order number and a clear photo of the issue.
Once verified, we will offer you the choice of:
- A replacement at no additional cost, or
- A full refund, processed through your original payment method.
We may request that the defective product be returned for quality control assessment.
4. Refund Process
If your refund is approved:
- It will be processed to your original payment method (via PayFast) within 10 working days.
- You will receive an email confirmation once the refund has been completed.
Please note that financial institutions may take an additional 2–3 business days to reflect the refund in your account.
5. Order Cancellations
If you need to cancel your order, please contact us as soon as possible at marketing@eurekamills.co.za
- Orders can only be cancelled before they are dispatched.
- Once an order has been packed or shipped, it cannot be cancelled or refunded until it has been delivered and reviewed under this policy.
6. Courier and Return Costs
- If the return is due to a Eureka Mills error (damaged, incorrect, or defective item), all courier costs will be covered by us.
- If the return is due to customer error (e.g., incorrect address or order), you may be responsible for courier costs associated with returning or reshipping the item.
7. Returns Procedure
- Email marketing@eurekamills.co.za within 7 days of receiving your order.
- Include your order number, reason for return, and photo evidence if applicable.
- Our team will review your request within 2 business days and provide next steps.
- Once approved, you’ll receive instructions on returning or exchanging the item.
8. Third-Party Purchases
If you purchased Eureka Mills products from a retailer or distributor (e.g. SPAR, Pick n Pay, Food Lover’s Market), please refer to their store’s return policy.
We can only process returns and refunds for purchases made directly through our official online store.
9. Contact Us
If you have any questions about this policy or your order, please contact our support team:
📧 marketing@eurekamills.co.za
📞 +27 (0)28 722 1884
📍 Heidelberg, Western Cape, South Africa
