Refund policy

Last updated: 10/06/2026

We take pride in what we source and how we pack it. If something is not right, we want to hear from you.

1. Perishable goods - meat, deli & fresh products
Due to the nature of fresh and perishable products, we cannot accept returns of meat, deli items, or any food requiring temperature control.
If there is a quality, packaging, or food safety concern, contact us within 24 hours of receiving your order with:
•    Photos of the item
•    Your order number
Where a concern is validated, we will offer a replacement, store credit, or a refund at our discretion.

2. Weight variation on meat products
Meat products are priced on average weights. Actual weight may vary slightly due to the natural variation of fresh cuts. If you believe the weight received does not reasonably reflect what was charged, contact us within 24 hours with a photo of the product on a scale and your order number. We will assess and offer a replacement or credit where appropriate.

3. Non-perishable goods - pantry & lifestyle products
Returns accepted within 7 days of delivery if the item is unused, unopened, in original packaging, and in a resalable condition. Email connect@thelokal.co.za with your order number. Approved returns must be dropped off at The Lokal, Nine Yards. Return costs are the customer’s responsibility unless the item is defective.

4. Damaged or incorrect items
If an item arrives damaged, incorrect, or defective, contact us within 24 hours with your order number and photos. We will replace or refund the item.

5. Sale and promotional items
Sale or promotional items are non-returnable and non-refundable unless defective.

6. Order cancellations and minimum order
Orders below R700 will not be processed and will be cancelled automatically. If we cancel an order due to stock unavailability, you will receive a full refund.

7. Refund processing
Approved refunds are processed to your original payment method. Processing times vary - typically 3 -10 business days.

8. Late or missing refunds
If you have not received a refund after 10 business days, check with your bank first, then contact us at connect@thelokal.co.za.

9. Exchanges
Exchanges are available for eligible non-perishable items subject to stock availability.

10. Questions
Contact us at connect@thelokal.co.za or visit us at Nine Yards, Parktown North.