Refund and Returns Policy

DippyHopper Refund & Returns Policy

Effective date: 10.08.2026
Last updated: 14.08.2026

DippyHopper wants customers to receive the products they ordered in good condition and as described.

This Refund & Returns Policy explains how to request a return, replacement or refund.

Nothing in this policy limits or excludes any consumer right that cannot lawfully be limited or excluded under South African law.

1. General Principle

If you receive a product that is:

Defective;
Unsafe;
Damaged;
Materially different from what you ordered;
Not as described; or
Otherwise fails to meet applicable legal requirements,

please contact DippyHopper.

We will assess the issue and provide the remedy applicable under the circumstances and South African law.

2. Problems Identified at Pickup

Because DippyHopper currently operates through Pickup Points, we strongly recommend checking your order when collecting it.

If an item is:

Missing;
Incorrect;
Visibly damaged; or
Materially different from what you ordered,

please notify the DippyHopper representative at the Pickup Point immediately where reasonably possible.

Where the issue can be resolved immediately, we may provide a replacement or correction.

If it cannot be resolved at the Pickup Point, contact us using the details below.

3. Incorrect Product

If we provide a product that is different from the product you ordered, please contact us.

Depending on availability and the circumstances, we may:

Provide the correct product;
Replace the incorrect product; or
Refund the affected product.

We will not knowingly require you to pay for a materially different product that you did not order.

4. Missing Product

If an item that appears on your order confirmation is missing from your collection, notify us as soon as reasonably possible.

After verifying the order, we may:

Provide the missing product; or
Issue a refund for the missing product.

5. Damaged Products

If a product is damaged when you collect it, please notify us immediately where reasonably possible.

We may ask for photographs or other information to assist with the assessment.

Depending on the circumstances, we may:

Replace the product;
Provide an appropriate alternative; or
Refund the product.

6. Defective or Unsafe Products

South African consumer law provides protections for qualifying defective, unsafe or non-compliant goods.

If you believe a product is defective or unsafe, contact DippyHopper and provide:

Your order number;
Product name;
Date of collection;
Description of the problem; and
Photographs or other evidence where appropriate.

We may need to inspect the product before determining the appropriate remedy.

7. Products That Deteriorate or Expire

Certain groceries and other products may deteriorate or expire quickly.

If a product is defective or unsuitable when supplied, your statutory rights remain unaffected.

However, DippyHopper cannot accept responsibility for deterioration caused after collection by:

Incorrect storage;
Exposure to unsuitable temperatures;
Misuse;
Damage caused after collection; or
Other circumstances outside DippyHopper’s control.

Where a product has a short shelf life, customers should collect and store it appropriately.

8. Change-of-Mind Returns

Where a consumer has a lawful right to cancel an electronic transaction or return goods, DippyHopper will honour that right in accordance with applicable law.

For certain foodstuffs, consumable goods, goods that deteriorate rapidly or other categories, specific statutory exclusions or conditions may apply.

We therefore assess change-of-mind requests according to:

The nature of the product;
Whether the product has been used, opened or consumed;
Applicable consumer law; and
The circumstances of the transaction.

We will not use this policy to remove a statutory right that applies to you.

9. Online Transaction Cooling-Off Rights

South African electronic-commerce law provides consumers with certain cooling-off rights for qualifying electronic transactions.

Where a statutory cooling-off right applies, the consumer may cancel within the applicable period without giving a reason, subject to the provisions and exclusions of the applicable law.

Some categories of goods and transactions may be excluded from this right.

DippyHopper will assess requests according to the law applicable to the particular transaction and product.

10. How to Request a Refund or Return

Contact DippyHopper using:

Email: returns@dippyhopper.shop
WhatsApp: +27 (64) 721-7637

Please provide:

Your name;
Order number;
Product name;
Date of collection;
Reason for the request; and
Photographs where relevant.

Please do not dispose of, alter or attempt to repair a product that you believe is defective before we have had a reasonable opportunity to assess it, unless necessary for safety reasons.

11. Returning a Product

Because DippyHopper is currently pickup-only, we will normally provide instructions for returning an eligible product to a designated DippyHopper Pickup Point.

Do not send products to an address or third party unless DippyHopper has instructed you to do so.

Where a return is required because the product is defective, incorrect or otherwise covered by a statutory remedy, DippyHopper will handle the return in accordance with applicable law.

12. Refund Method

Where a refund is approved, DippyHopper will generally refund the amount through the original payment method where reasonably possible.

For example:

PayFast/card payments will generally be refunded through the applicable payment/payment-processing mechanism; and
Other payment methods will be handled using the applicable refund process.

We may need to verify the original transaction before processing a refund.

13. Refund Timing

Refunds will be processed within the timeframe required by applicable law or, where no statutory timeframe applies, within a reasonable period after the refund has been approved.

The time it takes for the funds to appear in your account may also depend on your bank or payment provider.

14. Membership Refunds

DippyHopper Memberships are separate from purchases of physical products.

If you cancel a recurring Membership, cancellation normally stops future renewal payments.

Unless otherwise required by law or expressly stated for a particular offer, cancellation does not automatically result in a refund of a Membership period that has already been paid for.

Where a Membership is cancelled, it will generally remain active until the end of the period already paid for.

Any statutory cooling-off, cancellation or other consumer rights that apply to the Membership remain unaffected.

15. Annual Memberships

Where an annual Membership has been paid in advance, cancelling the recurring renewal normally prevents the next annual payment from being taken.

It does not automatically cancel the remainder of the already-paid Membership period.

Any refund entitlement will be determined in accordance with applicable law and the circumstances of the cancellation.

16. Refunds for Unavailable Products

If DippyHopper accepts payment for a product that subsequently becomes unavailable and we cannot provide an agreed replacement, we will provide an appropriate refund for the unavailable product.

We will communicate with you where a material change to your order is required.

17. Promotional and Discounted Products

Products purchased using a discount, promotion, Member price or bundle price remain subject to the same applicable consumer rights as other products.

A discount does not remove statutory rights relating to defective, unsafe or non-compliant goods.

Where a refund affects a bundled or promotional purchase, the refund will be calculated according to the applicable terms of the offer and the consumer rights that apply.

18. Proof of Purchase

Your WooCommerce order confirmation, order number, payment confirmation or other reasonable proof of purchase may be used to verify a return or refund request.

If you cannot locate your order confirmation, contact us and we will make reasonable efforts to locate the transaction.