Refund policy

Return & Refund Policy — Ginista Fine Drink Condiments

Last updated: 21 May 2026

At Ginista Fine Drink Condiments, we take great pride in the quality of our dried fruit garnishes, cocktail condiments, and botanicals. Because our products are food-grade consumables, certain restrictions apply for safety and hygiene reasons. Please read the policy below carefully.

1. Returns

1.1. Non-returnable items (Safety & Hygiene)

Due to the nature of our products, we cannot accept returns on:

  • Opened or used items
  • Food-grade products with broken or tampered packaging
  • Consumable products once delivered

To maintain strict food safety standards, products cannot be reintroduced into our supply chain once dispatched.

1.2. Eligible Returns (Factory or Delivery Issues Only)

We will only accept returns if:

  • You received the incorrect product
  • The product arrived damaged
  • The product is defective or compromised upon arrival

Claims must be submitted within 7 days of delivery.

2. Refunds

2.1. Approved Refunds

If your claim is approved, we may:

  • Process a refund to your original payment method, or
  • Issue store credit where applicable

Refunds generally reflect within 3–7 business days, depending on your financial institution.

2.2. Non-refundable Cases

Refunds cannot be issued if:

  • The product has been opened or used
  • You changed your mind after purchase
  • The product was exposed to heat, moisture, or improper storage after delivery
  • More than 7 days have passed since delivery

3. Exchanges

We currently do not offer direct exchanges.

If an incorrect or damaged product was supplied, we will gladly replace the item at no additional cost once verified.

4. Damaged or Incorrect Orders

If your order arrived damaged or incorrect, please contact us with:

  • Your full name
  • Order number
  • Photos of the issue and packaging

We aim to resolve all issues within 24–48 business hours.

5. Cancellations

Orders may only be cancelled before packing or dispatch.

Once an order has been shipped, cancellations are unfortunately no longer possible.

6. Delivery Issues

If your parcel is delayed, lost, or marked as delivered but not received, please contact us directly and we will work with our courier partners to assist in resolving the matter.

7. Contact Us

For all queries regarding this policy or your order, please contact:

📧 kian@ginista.com
📞 +27 79 718 8529
📍 Paarl, Western Cape, South Africa