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Return and Refunds Policy

Published April 2, 2022

1. Introduction

A satisfaction guarantee is a promise a brand makes to assure a buyer it will refund them if a product or service does not satisfy them within a specific timeframe.

While there are many brands that stand by their word, there are some that will say and do just about anything to avoid making a refund. It comes as no surprise that consumers distrust and quickly sidestep generic and untested satisfaction guarantees. Believe us, we understand, and we assure you that our guarantee is not just another must-have legal page on our website.

FortiFood Health Services is a trusted brand for over 25 years because our promise becomes action. We recognise that it’s our customer’s trust and confidence that got us to where we are today. We put our customers first and treat them well at every step of our interaction.

And when we drop the ball, we will be transparent and own our mistakes. Any employee, even a high-performing, hardworking staff member, can make a mistake. If we send the wrong product, ship the wrong quantity, or we damage a container in transit, it’s the actions we take after the misstep that matters.

We will hear your concerns with care and empathy. We will offer our genuine apology. And, we will suggest a reasonable solution to correct the mistake, in line with this policy, of course. That brings us to our refunds and returns policy and process that you should review in the event you have a concern or would like to request a refund.

2. Return, Exchange and Refunds Process

If you’re looking to return or exchange your order for whatever reason, we’re here to help! We offer returns or exchanges within 30 days of purchase. You can exchange your product for another product or a refund to the original payment method.

Thank you for your purchase and interest in our products. While we take pride in all our FortiFood products, if they do not satisfy you, then we are happy to assist you with a return. We have a hassle free returns policy for online purchases. Please inform us in the event your purchase did not completely satisfy you, and we will gladly exchange your product or refund you.

You may return any item (s) purchased from www.fortifood.co.za within thirty (30) days of the date you received your order for a full refund. We will process the refund via the original method of payment, within 14 days of receiving the returned item (s). We will email you with confirmation.

Depending on your financial institution, it may take several days for your refund to appear on your bank statement once processed.

While an exchange is being processed, you may place a new order if you would like another item. (A coupon code applied on the original order will not apply on a new order).

3. To start a return or exchange, please complete the following steps:

  1. Please contact FortiFood Customer Service at +27 12 841 3432 or by email at info@fortifood.co.za with a photo (s) of any damaged products within 48 hours of item (s) receipt.
  2. When leaving a voicemail or sending us an email, please include your order number, item description or SKU # of damaged items, and if you would like a refund or a replacement sent.
  3. If you want to exchange an item for the same item, send us an email at info@fortifood.co.za.
  4. Return items to 11 Boschkop Road, Boschkop, Pretoria East, 0036.


  • You handle the payment of courier/shipping costs for returning the item (s). Courier, shipping and handling charges are not refundable.
  • To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
  • To complete your return, we require a receipt or proof of purchase.
  • When returning items by mail, please ensure packaging is tamper proof as far as is reasonable.
  • The time it takes for your exchanged product to reach you will vary depending on your location.
  • We cannot refund or exchange items if over 30 days have passed since the purchase.
  • We can only process returns for a maximum of 3 items per year.
  • We cannot guarantee that we will receive your returned item via post or courier.

4. Waiting for your refund?

Has 14 days passed since we confirmed the processing of your refund? Then please do the following, beginning with step 1:

  1. Check your bank account one more time.
  2. Contact your credit card company. It may take some time before they officially posted your refund.
  3. Contact your bank. There is often some processing time before they post a refund.
  4. After following steps 1, 2, and 3, please contact us at info@fortifood.co.za.

5. Please note the following exceptions to our return and refunds policy:

  • Discounted or sale items are not eligible for exchange, return or refund.
  • Returned items must still have their tags on and be in the original product packaging.
  • Returned items must have no visible signs of use.
  • We will not consider certain products for exchange or refund because of their nature. Please refer to the relevant product page for special notes regarding these products.
  • Shipping and handling charges are not refundable.
  • Any item not in its original condition/damaged or missing parts for reasons not because of our error.
  • Any item that is returned over 30 days after delivery.

If you have questions, please contact us at info@fortifood.co.za.