DELIVERY, RETURN & RRFUND POLICY

Delivery Policy

1. Delivery Schedule & Service Areas

Next-Day Delivery: Orders placed before the 12:00 PM cut-off time will be processed and delivered the following day.
Late Orders: Orders placed after 12:00 PM will be processed the next day and delivered 48 hours later.
Delivery Days: Our fleet operates from Monday to Saturday, between 08:00 and 17:00.
Exclusions: We do not deliver on Sundays or official South African public holidays.
Service Region: Deliveries are strictly limited to serviced areas within the South African market.

2. Delivery Fees & MiStore™ Owner Benefits

Standard Delivery Fee: Shipping fees for non-MiStore™ Owners start at R150.
Weight Adjustments: The final delivery fee may increase depending on the total weight of the package.
MiStore™ Owners Perk: Delivery is 100% free for verified MiStore™ Owners on grocery orders totaling R1 000 or more.
Fee Calculation: Any applicable delivery fees will be calculated and displayed transparently at checkout.

3. Tracking & Communication

SMS Tracking: Once your order is dispatched, you will receive a tracking link via SMS to monitor your delivery progress.
Address Accuracy: The customer is responsible for providing a correct delivery address and working mobile number; David Saint cannot be held liable for delayed deliveries due to incorrect information.

4. Out-of-Stock & Substitution Policy

No Auto-Substitutions: If a specific brand is out of stock, we will never automatically swap it.
Personalized Consultation: A David Saint representative will call you directly to request permission to substitute with a similar brand.
Unreachable Customers: If we cannot reach you before dispatch, the out-of-stock item will be removed from your order.
Refund Process: Items removed due to stock shortages will be fully refunded to your original payment method.

5. Cold Chain & Attended Handover

Freshness Guarantee: Perishable, chilled, and frozen groceries are transported in temperature-controlled environments to maintain food safety.
Attended Delivery: An adult must be present at the delivery address to receive and sign for the groceries.
Unattended Packages: Drivers will not leave perishable goods unattended on doorsteps, gates, or with security guards without explicit written instruction.
Failed Deliveries: If no one is available to receive the order during the delivery window, a flat re-delivery fee of R250 will apply to dispatch the order on the following business day. This R250 re-delivery fee applies to all customers, including MiStore™ Owners.

1. Inspection, Returns, & Bank Refunds

On-the-Spot Inspection: Customers are advised to inspect their groceries with the driver present to ensure quality and correctness.
Damaged Goods: Any damaged, expired, or incorrect items should be reported immediately to the driver or our customer support team within 24 hours.
South African Bank Refunds: When a refund is processed for an out-of-stock or returned item, the funds will be credited back to your original payment card. Depending on your South African banking institution (e.g., Standard Bank, FNB, Absa, Nedbank, Capitec), refunds typically take 3 to 7 business days to reflect in your account. Please note that on your bank statement, the refund may appear under the original transaction date rather than the date the refund was issued.