Return & Refund Policy / מדיניות החזרות וזיכויים
🔒 All Sales Are Final (Perishable Products)
Thank you for choosing Gaia’s Pantry — המזווה של גאיה. Because we sell perishable kosher meat products, all sales are final and we do not accept returns once an order has been delivered. This ensures product safety, freshness, and full compliance with kosher standards.
However, we are committed to customer satisfaction and will assist if there is a legitimate issue with your order.
1️⃣ Damaged, Spoiled, or Incorrect Orders
If your order arrives damaged, spoiled, leaked, or incorrect, please contact us immediately.
To process your claim, we require:
- A clear photo of the outer box showing the damage
- A photo of the product itself
- A brief explanation of what happened or where the package was left
Send everything to: office@gaiaspantry.com
Once we review your claim, we will replace the affected product or issue a refund, at our discretion.
2️⃣ Missing Packages / Marked as Delivered
If your tracking says “delivered” but the package is not there:
- Please wait one additional business day — sometimes carriers scan packages early.
- If the package does not arrive, email us at office@gaiaspantry.com.
We will open an investigation with the courier. Replacements or refunds are handled on a case-by-case basis, depending on the outcome of the investigation.
3️⃣ Non-Returnable Items
Due to the nature of our products, we cannot accept returns on:
- Fresh or frozen meat
- Biltong, droëwors, boerewors, or any food items
- Opened, delivered, or temperature-sensitive goods
- Custom orders
- Sale items or gift cards
This policy exists to protect product integrity, food safety, and kosher requirements.
4️⃣ Exchanges
We cannot offer exchanges for food products. If the wrong product was delivered or arrived damaged, we will replace or refund it following our damage procedure described above.
5️⃣ Refund Eligibility & Processing
Refunds are only issued when:
- A product arrives damaged, spoiled, or defective, and
- You provide the required photos and information
If approved:
- Refunds are issued to your original payment method
- Processing typically takes 3–10 business days, depending on your bank
If 15 business days pass without receiving your refund, contact us at office@gaiaspantry.com.
6️⃣ EU Orders (If Applicable)
The EU 14-day cooling-off period does not apply to perishable food products, as permitted under EU consumer law.
7️⃣ Contact Us
For any order-related questions or concerns, reach us at:
📧 office@gaiaspantry.com
We’re always here to help.
