Refund Policy
Returns, Refunds & Exchanges Policy
Last updated: 3 September 2026
At By The Harris Family, we want you to be happy with your Stay Salty purchase. We take care when preparing, packing and sending our products and will always aim to deal with genuine problems fairly.
Commercial products purchased through this website are supplied by Kruidenier Investments, trading as Stay Salty.
This policy applies to eligible products purchased through www.ByTheHarrisFamily.com and should be read together with our Terms & Conditions and Shipping & Delivery Policy.
Nothing in this policy limits any rights or remedies that a consumer may have under applicable South African law, including the Consumer Protection Act 68 of 2008 (CPA) and, where applicable, the Electronic Communications and Transactions Act 25 of 2002 (ECTA).
1. Our 7-Day Return Policy
For eligible products, we offer a 7-day return period, meaning you may contact us within 7 days after receiving your order to request a return.
For a change-of-mind return to qualify under this voluntary policy, the product must generally be:
unused and unworn;
in the same condition in which it was received;
complete and undamaged;
returned with its original tags, labels and accessories where applicable; and
in its original packaging where reasonably possible.
You will also need to provide your order number, receipt or other reasonable proof of purchase.
This 7-day policy relates to eligible change-of-mind returns and does not reduce any longer or additional rights that may apply to defective, unsafe, incorrectly supplied or otherwise non-compliant goods under South African law.
2. How to Request a Return
Before returning an item, please contact us at:
Email: staysalty@bytheharrisfamily.com
Telephone: 082 970 7373
Please include your:
name;
order number;
product you wish to return;
reason for the return; and
photographs where the product is damaged, defective or incorrect.
We will review the request and provide instructions regarding the return where appropriate.
Please do not send a product back without first contacting us, as we need to identify the order and provide the correct return instructions.
3. Change-of-Mind Returns
Where you simply change your mind about an eligible, non-defective product, the product must meet the return conditions described above.
Unless otherwise required by law or agreed by us, the customer is responsible for reasonable return-delivery costs associated with a voluntary change-of-mind return.
Original delivery charges may not necessarily be refundable on a voluntary change-of-mind return, except where required by law.
Products must be packaged appropriately to prevent damage during their return journey.
4. Damaged, Defective or Incorrect Products
Please inspect your order as soon as reasonably possible after receiving it.
If your product is:
defective;
damaged;
unsafe;
materially different from its description; or
not the product you ordered,
please contact us promptly so that we can investigate and make the matter right.
Where possible, please provide clear photographs of the product, its packaging and any visible damage.
Where goods qualify for a remedy under applicable South African consumer law, we will provide the remedy required by law. Our voluntary 7-day return period does not replace or shorten statutory rights relating to defective or non-compliant goods.
Where the problem is our error or the goods are defective and we are legally responsible for the return, the customer will not be required to bear a return cost that the law requires us to carry.
5. Clothing, Caps & Merchandise
Eligible clothing, caps and other merchandise may generally be returned under our 7-day change-of-mind policy provided they are unworn, unused, unwashed and returned in their original condition with applicable tags attached.
Products showing signs of wear, washing, alteration, staining, damage, odour or unreasonable use may not qualify for a voluntary change-of-mind return.
Please therefore check sizing before wearing or washing an item.
These restrictions do not remove statutory rights relating to genuinely defective or incorrectly supplied goods.
6. Food, Spices & Perishable Products
For health, hygiene and food-safety reasons, food and perishable products generally cannot be returned merely because you have changed your mind, where the law permits such an exclusion.
This may include:
spices and seasoning products;
baked goods;
fresh or perishable food;
opened food products; and
other consumable products.
However, if a food product is damaged, defective, unsafe, contaminated, incorrectly supplied or otherwise does not comply with applicable consumer law, please contact us promptly.
Where appropriate, please retain the product, packaging, batch information and photographs while we investigate the issue.
Do not consume a food product if you reasonably believe it may be unsafe.
7. Custom, Personalised & Made-to-Order Products
Products made, printed, prepared or personalised specifically according to a customer's requirements may not qualify for a voluntary change-of-mind return where applicable law permits this.
Please carefully check personalised information, sizing, wording, colours and other custom details before submitting your order.
If a personalised or custom-made product is defective, damaged or materially different from what was agreed, please contact us. Your applicable statutory rights remain unaffected.
8. Digital Products
Due to the nature of downloadable products, recipes, guides and other digital content, digital products may be subject to different cancellation and refund rules once access, downloading or delivery has begun, subject to applicable law.
If you experience a technical problem with a digital product or receive an incorrect or inaccessible file, please contact us so that we can assist.
9. Sale & Promotional Items
Sale or promotional products may be marked as final sale only to the extent permitted by applicable South African law.
A discounted price does not remove statutory rights relating to defective, unsafe or incorrectly supplied goods.
Where a product has been discounted specifically because of a disclosed defect or imperfection, the customer will be informed of that defect before purchase where required.
10. Gift Cards
Gift cards are generally not refundable or redeemable for cash except where required by law.
Any terms specific to a gift card will be displayed or communicated when the gift card is purchased.
11. Exchanges
If you need another size, colour or eligible product, please contact us within the applicable return period.
Where stock is available, we may be able to arrange an exchange.
Where a direct exchange cannot reasonably be processed, the original eligible product may need to be returned and a separate order placed for the replacement product.
Additional delivery charges may apply to voluntary size or preference exchanges where permitted by law.
If the exchange is required because we supplied the incorrect or defective product, we will deal with the matter in accordance with applicable consumer law.
12. Return Shipping
Return-shipping arrangements depend on the reason for the return.
For an approved voluntary change-of-mind return, the customer will generally be responsible for the reasonable cost and safe return of the product unless otherwise agreed.
For defective, damaged or incorrectly supplied goods, we will advise you of the appropriate return arrangements and bear costs where required by law.
Please do not send a return to an address found elsewhere without receiving our return instructions first.
13. Inspection of Returns
Once a returned product has been received, we will inspect it and confirm the outcome of the return request.
For voluntary change-of-mind returns, we may reasonably refuse a refund where the product does not meet the conditions of this policy, subject to applicable law.
This does not affect remedies available for defective, unsafe or otherwise non-compliant goods.
14. Refunds
Where a refund is approved, we will process it using the original payment method where reasonably possible.
Please allow up to 10 business days after approval for us to process an approved refund.
After a refund has been processed by us, your bank or payment provider may require additional time before the funds appear in your account. Those processing times are outside our control.
If more than 15 business days have passed after we have confirmed that your refund was approved and processed, please contact us so that we can investigate.
15. Courier Damage
If a parcel appears to have been damaged during delivery, please photograph:
the outer courier packaging;
the shipping label where possible;
the internal packaging; and
the damaged product.
Please contact us as soon as reasonably possible and retain the packaging while the matter is investigated.
We may need this information when submitting a claim or enquiry with the courier.
16. Incorrect Delivery Information
Customers are responsible for supplying accurate delivery information.
Where a return or redelivery becomes necessary solely because the customer supplied an incorrect or incomplete delivery address, reasonable additional courier charges may apply where permitted by law.
Please contact us as quickly as possible if you notice an error in your delivery details.
17. Statutory Consumer Rights
Our 7-day return policy is an additional store policy and must not be interpreted as limiting statutory consumer rights.
Where South African law provides a consumer with a longer period, different remedy or additional protection in particular circumstances, the applicable law will prevail.
Nothing in this policy is intended to exclude, waive or restrict a right that cannot legally be excluded, waived or restricted.
18. Contact Us
If you have questions about a return, refund, exchange or product problem, please contact us before sending the product back.
Website: By The Harris Family
Business: Kruidenier Investments
Trading as: Stay Salty
Email: staysalty@bytheharrisfamily.com
Telephone: 082 970 7373
Website: www.ByTheHarrisFamily.com
We will do our best to deal with your request fairly and as quickly as reasonably possible.
Last updated: 3 September 2026
At By The Harris Family, we want you to be happy with your Stay Salty purchase. We take care when preparing, packing and sending our products and will always aim to deal with genuine problems fairly.
Commercial products purchased through this website are supplied by Kruidenier Investments, trading as Stay Salty.
This policy applies to eligible products purchased through www.ByTheHarrisFamily.com and should be read together with our Terms & Conditions and Shipping & Delivery Policy.
Nothing in this policy limits any rights or remedies that a consumer may have under applicable South African law, including the Consumer Protection Act 68 of 2008 (CPA) and, where applicable, the Electronic Communications and Transactions Act 25 of 2002 (ECTA).
1. Our 7-Day Return Policy
For eligible products, we offer a 7-day return period, meaning you may contact us within 7 days after receiving your order to request a return.
For a change-of-mind return to qualify under this voluntary policy, the product must generally be:
unused and unworn;
in the same condition in which it was received;
complete and undamaged;
returned with its original tags, labels and accessories where applicable; and
in its original packaging where reasonably possible.
You will also need to provide your order number, receipt or other reasonable proof of purchase.
This 7-day policy relates to eligible change-of-mind returns and does not reduce any longer or additional rights that may apply to defective, unsafe, incorrectly supplied or otherwise non-compliant goods under South African law.
2. How to Request a Return
Before returning an item, please contact us at:
Email: staysalty@bytheharrisfamily.com
Telephone: 082 970 7373
Please include your:
name;
order number;
product you wish to return;
reason for the return; and
photographs where the product is damaged, defective or incorrect.
We will review the request and provide instructions regarding the return where appropriate.
Please do not send a product back without first contacting us, as we need to identify the order and provide the correct return instructions.
3. Change-of-Mind Returns
Where you simply change your mind about an eligible, non-defective product, the product must meet the return conditions described above.
Unless otherwise required by law or agreed by us, the customer is responsible for reasonable return-delivery costs associated with a voluntary change-of-mind return.
Original delivery charges may not necessarily be refundable on a voluntary change-of-mind return, except where required by law.
Products must be packaged appropriately to prevent damage during their return journey.
4. Damaged, Defective or Incorrect Products
Please inspect your order as soon as reasonably possible after receiving it.
If your product is:
defective;
damaged;
unsafe;
materially different from its description; or
not the product you ordered,
please contact us promptly so that we can investigate and make the matter right.
Where possible, please provide clear photographs of the product, its packaging and any visible damage.
Where goods qualify for a remedy under applicable South African consumer law, we will provide the remedy required by law. Our voluntary 7-day return period does not replace or shorten statutory rights relating to defective or non-compliant goods.
Where the problem is our error or the goods are defective and we are legally responsible for the return, the customer will not be required to bear a return cost that the law requires us to carry.
5. Clothing, Caps & Merchandise
Eligible clothing, caps and other merchandise may generally be returned under our 7-day change-of-mind policy provided they are unworn, unused, unwashed and returned in their original condition with applicable tags attached.
Products showing signs of wear, washing, alteration, staining, damage, odour or unreasonable use may not qualify for a voluntary change-of-mind return.
Please therefore check sizing before wearing or washing an item.
These restrictions do not remove statutory rights relating to genuinely defective or incorrectly supplied goods.
6. Food, Spices & Perishable Products
For health, hygiene and food-safety reasons, food and perishable products generally cannot be returned merely because you have changed your mind, where the law permits such an exclusion.
This may include:
spices and seasoning products;
baked goods;
fresh or perishable food;
opened food products; and
other consumable products.
However, if a food product is damaged, defective, unsafe, contaminated, incorrectly supplied or otherwise does not comply with applicable consumer law, please contact us promptly.
Where appropriate, please retain the product, packaging, batch information and photographs while we investigate the issue.
Do not consume a food product if you reasonably believe it may be unsafe.
7. Custom, Personalised & Made-to-Order Products
Products made, printed, prepared or personalised specifically according to a customer's requirements may not qualify for a voluntary change-of-mind return where applicable law permits this.
Please carefully check personalised information, sizing, wording, colours and other custom details before submitting your order.
If a personalised or custom-made product is defective, damaged or materially different from what was agreed, please contact us. Your applicable statutory rights remain unaffected.
8. Digital Products
Due to the nature of downloadable products, recipes, guides and other digital content, digital products may be subject to different cancellation and refund rules once access, downloading or delivery has begun, subject to applicable law.
If you experience a technical problem with a digital product or receive an incorrect or inaccessible file, please contact us so that we can assist.
9. Sale & Promotional Items
Sale or promotional products may be marked as final sale only to the extent permitted by applicable South African law.
A discounted price does not remove statutory rights relating to defective, unsafe or incorrectly supplied goods.
Where a product has been discounted specifically because of a disclosed defect or imperfection, the customer will be informed of that defect before purchase where required.
10. Gift Cards
Gift cards are generally not refundable or redeemable for cash except where required by law.
Any terms specific to a gift card will be displayed or communicated when the gift card is purchased.
11. Exchanges
If you need another size, colour or eligible product, please contact us within the applicable return period.
Where stock is available, we may be able to arrange an exchange.
Where a direct exchange cannot reasonably be processed, the original eligible product may need to be returned and a separate order placed for the replacement product.
Additional delivery charges may apply to voluntary size or preference exchanges where permitted by law.
If the exchange is required because we supplied the incorrect or defective product, we will deal with the matter in accordance with applicable consumer law.
12. Return Shipping
Return-shipping arrangements depend on the reason for the return.
For an approved voluntary change-of-mind return, the customer will generally be responsible for the reasonable cost and safe return of the product unless otherwise agreed.
For defective, damaged or incorrectly supplied goods, we will advise you of the appropriate return arrangements and bear costs where required by law.
Please do not send a return to an address found elsewhere without receiving our return instructions first.
13. Inspection of Returns
Once a returned product has been received, we will inspect it and confirm the outcome of the return request.
For voluntary change-of-mind returns, we may reasonably refuse a refund where the product does not meet the conditions of this policy, subject to applicable law.
This does not affect remedies available for defective, unsafe or otherwise non-compliant goods.
14. Refunds
Where a refund is approved, we will process it using the original payment method where reasonably possible.
Please allow up to 10 business days after approval for us to process an approved refund.
After a refund has been processed by us, your bank or payment provider may require additional time before the funds appear in your account. Those processing times are outside our control.
If more than 15 business days have passed after we have confirmed that your refund was approved and processed, please contact us so that we can investigate.
15. Courier Damage
If a parcel appears to have been damaged during delivery, please photograph:
the outer courier packaging;
the shipping label where possible;
the internal packaging; and
the damaged product.
Please contact us as soon as reasonably possible and retain the packaging while the matter is investigated.
We may need this information when submitting a claim or enquiry with the courier.
16. Incorrect Delivery Information
Customers are responsible for supplying accurate delivery information.
Where a return or redelivery becomes necessary solely because the customer supplied an incorrect or incomplete delivery address, reasonable additional courier charges may apply where permitted by law.
Please contact us as quickly as possible if you notice an error in your delivery details.
17. Statutory Consumer Rights
Our 7-day return policy is an additional store policy and must not be interpreted as limiting statutory consumer rights.
Where South African law provides a consumer with a longer period, different remedy or additional protection in particular circumstances, the applicable law will prevail.
Nothing in this policy is intended to exclude, waive or restrict a right that cannot legally be excluded, waived or restricted.
18. Contact Us
If you have questions about a return, refund, exchange or product problem, please contact us before sending the product back.
Website: By The Harris Family
Business: Kruidenier Investments
Trading as: Stay Salty
Email: staysalty@bytheharrisfamily.com
Telephone: 082 970 7373
Website: www.ByTheHarrisFamily.com
We will do our best to deal with your request fairly and as quickly as reasonably possible.
