Customer Protection & Quality Guarantee

Returns & Disputes Policy

Governed by CPA 68 of 2008 | GM Farming (Pty) Ltd

1. Perishable Goods Inspection Window (24-Hour Rule)

In terms of Section 20(3)(a) of the Consumer Protection Act 68 of 2008 (CPA), fresh produce, fruit, vegetables, and perishable agricultural commodities are excluded from standard long-term return rights once unsealed or handled. To guarantee freshness while protecting buyers, Farmazone enforces a strict 24-Hour Quality Inspection Window from the moment of delivery confirmation.

2. Eligible Claims & Refund Criteria

A buyer or Community Agent may lodge a claim through our online Dispute Center for:

  • Severe Produce Defect or Rot: Significant internal or external spoilage exceeding acceptable farm gate tolerance levels upon arrival.
  • Missing Line Items or Incorrect Pack Tier: Order discrepancy where the delivered quantity or box tier does not match the invoice.
  • Transit Damage: Mechanical crushing or cold-chain breakdown occurring during transport before delivery PIN confirmation.

3. Raising a Dispute & Evidentiary Requirements

To lodge a valid claim:

  1. Log into your account and navigate to the Dispute Center within 24 hours of delivery.
  2. Select the order reference number and item affected.
  3. Upload clear photographic evidence showing the produce condition, pack label, and shipping label.

Claims submitted without clear photographic evidence within the 24-hour window cannot be processed due to the rapid natural degradation of fresh produce outside monitored cold storage.

4. Dispute Resolution & Wallet Credits

Approved claims are resolved swiftly:

  • Instant Wallet Credit: Approved refunds are credited directly to your Farmazone Digital Wallet within 12 business hours for immediate use or withdrawal.
  • Replacement Dispatch: Where logistically feasible, a replacement produce box or line item will be scheduled on the next delivery run.

5. Plastic Lug Crate Deposit Refunds

Physical plastic lug crates remain the property of Farmazone Trading or the participating supplier. Deposits collected on lug crates are fully refunded to the Agent or buyer's wallet ledger upon physical return of the clean, undamaged crate to a participating pack-shed collection depot.