Refund and Returns Policy

1. The provision of goods and services by Bulk Sups is subject to availability.
2. Order Cancellation:
   • An order can be cancelled if payment for the order has not yet been made by the customer.
   • Once payment for an order has been made by the customer, the order cannot be cancelled by Bulk Sups.
3. Damaged Product:
   • If a product is damaged or broken when you receive it, you must inform Bulk Sups via email within one working day of receiving it.
   • We will then make arrangements for a replacement product to be sent to you on our account, or to refund you in full for the damaged or broken product.
   • This is subject to clause 4 below regarding Seal Integrity.
4. Seal Integrity:
   • As this is a food product, Bulk Sups cannot accept any returns if the product seal has been tampered with.
   • The seal on pouches or sachets refers to the heat seal at the top of the pouch.
   • The seal on tubs refers to the plastic sleeve surrounding the tub.
5. Return and Refund Process:
   • If you are not completely happy with a product that you received with your order, you can contact us via email within 7 days of receipt, with the reason of dissatisfaction.
   • If the product is in its original sealed state (refer to clause 4) we will issue a return number and a return delivery address to which you must ship the item/s in question. Shipping costs for the return will be for your account.
   • Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your return request, subject to the following criteria:
     • Items must be in original packaging.
     • Items must be sealed (see clause 4).
     • Packaging must be undamaged, unsoiled and have no evidence of tampering.
   • If you are approved, then your refund will be processed, and an EFT will be made to your nominated bank account.
   • In addition, any discounts or coupons applied to the products purchased will also be taken into account when calculating the final refund amount.
6. Received the Wrong Product:
   • If you receive the wrong product you must contact Bulk Sups via email within one working day. We will check our system to see whether a miss pick has occurred. If there was a miss pick we will arrange to swap the ‘wrong’ product for the one actually ordered on our account.
7. Refund not received:
   • If you haven’t received a refund yet, first check your bank account again.
   • Then contact your bank or credit card company. It may take some time before your refund is officially cleared by your bank.
   • If you have done all of this and you still have not received your refund, please contact us via email.
8. Sale Items:
   • Only regular priced items may be refunded. Sale items cannot be refunded.
9. Exchanges:
   • We only replace items if they are defective or damaged (see clause 5 above). If you need to exchange it for the same item, send us an email.
10. Shipping Returns:
    • You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
    • Depending on where you live, the time it may take for your exchanged product to reach you may vary.
    • If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
    • The shipping address to which returns should be shipped is as follows:
      • Bulks Sups, Unit 8, 1 Mountain Close, Capricorn Business Park, Muizenberg, Cape Town, 7945.
    • Please note we will not collect from a Post Office or Postnet. Delivery via courier to our door only.
11. No international returns.
12. Need help?
    • Contact us at info@bulksups.co.za for questions related to refunds and returns.