Last updated: 18 September 2026
Hero Delivery sells fresh groceries and delivers them to your door. You buy from us, so if anything is wrong with your order you deal with us directly and we put it right. Because we handle fresh and perishable food, our returns process works a little differently to a normal online store. Here is exactly how it works.
Cancelling an order
You can cancel an order for a full refund any time before we start picking it. Message us on WhatsApp with your order number as soon as you can. Once picking has started we have usually already bought your groceries, so we generally can't cancel or amend the order.
Wrong, missing, or damaged items
We check every order before it leaves us, but mistakes happen. If something in your order is wrong, missing, or arrives damaged:
- Message us on WhatsApp within 24 hours of delivery with your order number and a photo if possible.
- We'll refund or replace the affected item, your choice.
- No need to return the item itself for food safety reasons, unless we ask you to.
Out-of-stock substitutions
You choose at checkout what happens if something is out of stock: swap it for something similar, message you first, or leave it out. Whichever you pick, we never charge you for something we couldn't deliver.
Perishable and prepared items
For food safety reasons we can't accept returns of perishable items (fresh produce, meat, dairy, bakery) once delivered and accepted, unless the item itself was faulty, incorrect, or damaged when it arrived. See above.
Payment issues
If you were charged but never received an order confirmation, or a payment failed but money left your account, message us on WhatsApp with your order number (or the payment reference) and we'll sort it out. Refunds are paid by Hero Delivery back to your original payment method and typically reflect within 5 to 7 business days, depending on your bank.
How to reach us
WhatsApp is the fastest way to reach us for any of the above:
This policy is provided in line with the South African Consumer Protection Act. It doesn't limit any rights you already have under that Act.