Refund policy

STERS RETURNS & REFUND POLICY

Effective Date: 01 January 2026

At Sters , we are committed to delivering premium-quality spices and seasonings. If you experience any issue with your order, we will work with you to resolve it fairly and in accordance with South African consumer protection legislation.

1. Order Errors & Damaged Deliveries

Customers must inspect their order upon receipt.

If you receive:

  • The incorrect product
  • The incorrect quantity
  • A damaged package
  • A product that has leaked, torn, or been compromised during transit

you must notify Sters within 48 hours of delivery.

Photographic evidence may be requested before a replacement or refund is approved.

At our discretion, we may:

  • Replace the affected product; or
  • Issue a refund; or
  • Provide store credit.

2. Change of Mind Returns

Due to the nature of food products and food safety regulations:

Sters does not accept returns or exchanges for products purchased in-store or online due to:

  • Change of mind
  • Incorrect flavour selection
  • Personal taste preferences
  • Accidental purchases
  • Ordering the wrong quantity

unless otherwise required by South African law.

Products that have been opened, used, tampered with, or partially consumed cannot be returned.

3. Defective or Faulty Products

If a product is found to be defective due to:

  • Manufacturing defects
  • Packaging defects
  • Product contamination
  • Product spoilage before the marked expiry date

the customer must contact Sters as soon as reasonably possible.

Proof of purchase and supporting photographs may be required.

Where a defect is confirmed, Sters may:

  • Replace the product with the same item;
  • Replace the product with an equivalent item; or
  • Refund the purchase price.

Nothing in this policy limits any rights provided under the Consumer Protection Act.

4. Products That Cannot Be Returned

For food safety reasons, we cannot accept returns of:

  • Opened spice products
  • Opened seasoning products
  • Sample sachets that have been opened
  • Products without original packaging
  • Products stored contrary to label instructions
  • Products damaged through misuse, negligence, or improper storage

This includes products exposed to:

  • Moisture
  • Excessive heat
  • Direct sunlight
  • Contamination after delivery

5. Commercial & Wholesale Orders

Wholesale, distributor, reseller, and commercial orders are subject to separate terms and conditions.

Returns for wholesale orders will only be considered where:

  • The product supplied differs from the order;
  • The product arrived damaged;
  • A verified manufacturing defect exists.

Claims must be submitted within 7 days of delivery.

No returns will be accepted for unsold stock, slow-moving stock, or customer preference issues.

6. Refund Processing

Approved refunds will be processed using the original payment method where possible.

Refund processing times may vary depending on the payment provider but are typically completed within:

5–10 business days

after approval.

Shipping charges are non-refundable unless the return is the result of an error by Sters.

7. Return Approval Procedure

Before returning any item, customers must contact:

Sters Customer Support

Email: fostersmith96@gmail.com

Phone/WhatsApp: 072 411 5571

Order Number Required: Yes

Unauthorised returns may be refused.

8. Limitation of Liability

Sters liability shall be limited to the purchase value of the affected product.

Sters shall not be liable for:

  • Indirect losses
  • Consequential damages
  • Loss of business profits
  • Loss of goodwill
  • Costs arising from improper storage or handling after delivery

except where required by law.

Taste Preference Disclaimer

Sters products are made using carefully selected spice blends. Individual taste preferences vary, and dissatisfaction based solely on flavour preference shall not constitute grounds for a return, exchange, or refund.