Refund policy

Prepped – Returns, Refunds & Cancellations Policy

Effective Date: 4 September 2026

At Prepped, our meals are freshly prepared, packaged and frozen specifically for delivery. Because our products are perishable food items, we are unable to accept returns or exchanges once an order has been delivered.
However, if your order arrives damaged, incorrect, spoiled, or in an unsuitable condition, please contact us as soon as possible so that we can investigate the issue and, where appropriate, arrange a replacement or refund.

1. Returns
Due to the perishable nature of our meals, we do not accept returns or exchanges of food products.
Please do not return food products to us unless we have specifically instructed you to do so.
This does not affect any rights you may have under applicable South African consumer protection legislation.
2. Delivery & Frozen Meals
Our meals are prepared and frozen before being handed to our courier for delivery.
We take reasonable care to ensure that orders are appropriately packaged for transportation. However, minor softening or partial thawing may occur during transit, particularly in warmer weather or where delivery takes longer than expected.
If your meals arrive completely or substantially defrosted and are no longer in a suitable condition for safe consumption, please contact us within 24 hours of delivery.
To enable us to investigate the issue, please provide:
Your order number;
Photographs of the meals and packaging as they arrived;
A description of the condition of the order upon delivery; and
Any other information we may reasonably require to investigate the delivery.
Where we determine that the order arrived in an unsuitable condition due to an issue with the delivery or packaging, we may, at our discretion and subject to applicable consumer law, provide a replacement, credit or refund for the affected products.
Please do not consume any food that you believe may be unsafe.
3. Incorrect, Missing or Damaged Items
If you receive an incorrect item, a product is missing from your order, or your order arrives damaged, please contact us within 24 hours of delivery with your order number and photographs of the affected items and packaging.
We will investigate the issue and, where appropriate, arrange a replacement, store credit or refund for the affected item(s).
4. Product Quality
If you believe that a product is defective, spoiled, contaminated, unsafe, or otherwise not of acceptable quality, please contact us as soon as possible after discovering the issue.
Please retain the product and packaging where reasonably possible and provide photographs and details of the issue so that we can investigate the matter.
Nothing in this policy limits or excludes any rights available to consumers under applicable South African consumer protection legislation.
5. Order Cancellations & Changes
Because our meals are prepared and orders are processed specifically for delivery, cancellation or amendment of an order may not be possible once preparation or dispatch has commenced.
If you need to change or cancel an order, please contact us as soon as possible after placing your order. We will confirm whether the requested change or cancellation can still be accommodated.
Once an order has been dispatched, we cannot guarantee that cancellations, changes or address amendments will be possible.
If an order has already been prepared or dispatched, any refund or cancellation will be considered subject to the circumstances and applicable consumer protection legislation.
6. Delivery Address
Customers are responsible for providing a complete and accurate delivery address and ensuring that someone is available to receive the order where required.
If a delivery cannot be completed because an incorrect address was provided, nobody is available to receive the order, or the customer otherwise prevents delivery, additional delivery charges may apply where a re-delivery is possible.
7. How to Contact Us
For any return, refund or order issue, please contact Prepped using the contact details provided on our website.
Please include your order number and, where applicable, photographs of the affected products and packaging.
We will assess each matter fairly and in accordance with this policy and applicable South African consumer protection legislation.