REFUND AND RETURNS POLICY
Full Trolley

Last Updated: 6 March 2026

This Refund and Returns Policy outlines the terms under which Full Trolley will process refunds, replacements, and returns. Our goal is to ensure fair and efficient handling of customer concerns while maintaining food safety and product integrity.

By placing an order with Full Trolley, you agree to this policy.

  1. GENERAL RETURN POLICY

Full Trolley will accept returns, refunds, or replacements where:

  • The product delivered is incorrect.
  • The product is defective.
  • The product is damaged during delivery.
  • The product is expired or unfit for consumption.

Claims must be reported within 24 hours of delivery.

  1. NON RETURNABLE PRODUCTS

Due to health and safety regulations, the following items cannot be returned once delivered unless defective or damaged:

  • Fresh produce
  • Meat and poultry
  • Frozen products
  • Dairy products
  • Opened food items
  • Hygiene or personal care products
  • Products that have been consumed or partially used
  1. PERISHABLE GOODS

Perishable goods must be stored appropriately after delivery.

Full Trolley will not be responsible for spoilage caused by:

  • Improper storage
  • Delayed refrigeration
  • Exposure to heat after delivery
  1. DAMAGED OR DEFECTIVE ITEMS

If a product arrives damaged or defective, customers should report the issue within 24 hours of delivery.

Customers may be asked to provide:

  • Photographic evidence of the product.
  • The order number.
  • A brief description of the issue.

Once verified, Full Trolley may provide a refund, store credit, or replacement.

  1. MISSING OR INCORRECT ITEMS

If an item is missing from your order or an incorrect item was delivered, please notify us within 24 hours of delivery.

Once verified, Full Trolley may:

  • Issue a refund for the missing item.
  • Deliver the missing item where possible.
  • Provide store credit.
  1. WEIGHT BASED PRODUCTS

Certain items such as meat, fresh produce, and deli items are packed based on estimated weight.

The final price may vary slightly depending on the actual packed weight.

Minor variations in weight will not qualify for refunds.

  1. PRODUCT SUBSTITUTIONS

If an item becomes unavailable after ordering, Full Trolley may substitute it with a similar product of equal or higher value where substitutions are permitted.

If substitutions are not accepted, the unavailable item will be refunded.

  1. ORDER CANCELLATIONS

Orders may be cancelled before they are processed or packed.

Once an order has been prepared or dispatched, cancellation may not be possible.

Full Trolley reserves the right to charge a reasonable cancellation or handling fee where applicable.

  1. REFUND PROCESS

Approved refunds will normally be processed using the original payment method.

Refund processing times may vary depending on the payment provider but generally take 3 to 7 business days.

  1. DELIVERY RELATED ISSUES

If delivery cannot be completed due to:

  • Incorrect delivery address
  • Customer not available to receive the order
  • Unsafe delivery environment
  • Full Trolley reserves the right to charge a redelivery fee or cancel the order.
  1. REFUND ABUSE

Full Trolley monitors refund requests and customer claims.

Where repeated refund requests or suspicious activity is detected, Full Trolley reserves the right to:

  • Refuse additional refunds
  • Limit future orders
  • Suspend or terminate the customer account
  1. CONSUMER RIGHTS

Nothing in this policy limits your rights under the Consumer Protection Act (CPA) of South Africa.

  1. CONTACT INFORMATION

If you need to report an issue or request a refund, please contact us:

Email: online@fulltrolley.co.za
Website: www.fulltrolley.co.za
Location: Johannesburg, South Africa