RETURNS, REFUNDS & CANCELLATIONS POLICY

Last Updated: November 2026

At Rokotla, we take great care in preparing, packaging and dispatching every order. Your satisfaction is important to us, and we are committed to resolving any issues involving products that are damaged, defective or incorrectly supplied.

This policy explains how returns, refunds and order cancellations are handled.

1. Food Products

Due to the nature of our food products, honey and honeycomb cannot be returned or exchanged simply because a customer has changed their mind once the products have been delivered.

However, this does not affect your rights under applicable South African consumer protection laws where products are defective, unsafe, damaged or incorrectly supplied.

2. Damaged, Broken or Leaking Products

If your order arrives damaged, broken or leaking, please contact us as soon as reasonably possible.

To help us investigate and resolve the matter, please provide:

• Your order number.

• A brief description of the problem.

• Clear photographs of the affected product and its packaging.

Once we have assessed the matter, Rokotla will provide an appropriate remedy in accordance with applicable consumer protection laws.

Please retain the affected product and its packaging until the assessment has been completed, as these may be required when investigating the matter with our courier.

3. Incorrect or Missing Products

If you receive an incorrect product or discover that an item is missing from your order, please contact us with your order number and details of the issue.

Where the error is on our part, Rokotla will arrange the appropriate correction, replacement or refund at no additional cost to you.

4. Natural Product Variations

Honey, honeycomb and beeswax are natural products. Their colour, flavour, aroma, texture and appearance may vary depending on the floral source, season and harvest.

These natural variations are normal characteristics of natural bee products and do not, on their own, constitute product defects.

Honey Crystallisation

Pure honey may naturally crystallise over time. This is a normal process and does not mean that the honey has spoiled or lost its quality.

5. Order Cancellations

Customers are encouraged to review their orders carefully before completing payment.

If you wish to cancel an order, please contact Rokotla as soon as possible. Cancellation requests will be considered based on the order’s processing and dispatch status and applicable consumer protection laws.

Once an order has been prepared, packaged or handed over to the courier, cancellation may no longer be possible.

For voluntary cancellations after payment, reasonable, non-recoverable payment processing or transaction costs incurred by Rokotla may be deducted from the refund, where permitted by applicable law.

Any applicable deduction will be communicated to the customer before the refund is processed.

These deductions will not apply where the cancellation or refund results from an error by Rokotla or where the customer is entitled to a remedy under applicable consumer protection laws.

6. Refunds

Approved refunds will, wherever reasonably possible, be processed using the original payment method.

Please note that refund processing times may vary depending on the payment method, payment provider and relevant financial institution.

Where a refund is required because Rokotla supplied an incorrect, defective or damaged product, the customer will not be charged for costs associated with correcting the error.

7. Contact Us

If you have any questions or need assistance with a return, refund, cancellation or order-related matter, please contact us using the details below:

Rokotla Customer Support

• Email: orders@rokotla.co.za

• Contact Number: 082 661 8000

When contacting us, please include your order number and any relevant information or photographs to help us resolve your query efficiently.

8. Consumer Rights

Nothing in this policy is intended to exclude, restrict or limit any rights, protections or remedies available to consumers under applicable South African consumer protection laws.