Shipping, Returns and Refund Policy

Effective date: July 2026
Website: www.fond.co.za
Business: FOND South Africa

Thank you for shopping with FOND. We take care in preparing and packing our coffee, baked goods, breads, cakes, food products and selected online shop items, and we want you to feel confident when ordering from us.

Because many of our products are fresh, handmade, perishable, food-related or made in small batches, our refund and return policy is limited. Please read this policy before placing your order.

Orders can be placed through the FOND online shop at www.fond.co.za.

By placing an order, you confirm that the product details, quantity, delivery or collection option, contact information and delivery details are correct.

If you notice an error after placing your order, please contact us as on feedme@fond.co.za as  soon as possible so we can assist before the order is prepared, packed or dispatched.

FOND offers delivery and collection options depending on the product ordered and the delivery area.

​

Delivery timelines may vary depending on product availability, delivery area, courier availability, public holidays, order volumes and circumstances outside of FOND’s control.

Coffee products are couriered to customers using a delivery partner.

Courier delivery times may vary depending on the delivery address, courier availability, public holidays, order volumes and other factors outside of FOND’s control.

Once your coffee order has been handed to the courier, FOND will do our best to assist with tracking queries, but we cannot guarantee courier delivery times.

Fresh bread and selected baked goods follow a scheduled delivery system:
Pretoria deliveries: Tuesdays
Johannesburg deliveries: Thursdays

Because these products are fresh and prepared according to delivery schedules, customers are responsible for ensuring that someone is available to receive the order at the delivery address.

Please make sure your delivery details are correct when placing your order.

​

FOND will not be responsible for failed or delayed deliveries caused by:

• Incorrect delivery details supplied by the customer

• No one being available to receive the order

• Delays caused by courier partners

• Weather, traffic, road closures or events outside our control

• Customer changes requested after the order has already been prepared, packed or dispatched
  
  

If a delivery issue occurs, please contact us and we will do our best to assist.

Many FOND products are fresh, handmade and perishable. This includes, but is not limited to, breads, cakes, baked goods and food items.

For health, safety and quality reasons, we generally cannot accept returns on perishable food products once they have been delivered, collected, opened, handled or stored outside our control.

Customers are responsible for storing products correctly once received.

FOND does not offer refunds for change of mind, incorrect product selection, taste preference, failure to collect, or incorrect delivery details supplied by the customer.
This includes situations where:

• You ordered the wrong product

• You changed your mind after ordering

• You no longer want the item

• You did not read the product description before ordering

• You were unavailable to receive the delivery

• The product was not stored correctly after delivery or collection
  
  

However, if there is a genuine issue with your product, please contact us directly so we can review the matter and assist where appropriate.

If there is a problem with your order, please contact FOND as soon as possible.

Product issues may include:

• Receiving the incorrect item

• Receiving a product that is damaged on arrival

• A quality issue with the product

• A missing item from your order
   

Please contact us within 24 hours of receiving your order and include:

• Your name

• Order number or proof of purchase

• A clear description of the issue

• Photos of the product and packaging where relevant
   

This helps us assess the issue properly and resolve it as quickly as possible.

Where FOND confirms that a product issue was caused by us, we may offer one of the following remedies at our discretion and in line with applicable consumer laws:

• Replacement of the affected product

• Store credit

• Refund of the affected product

• Another suitable resolution agreed with the customer

Refunds, where approved, will usually be processed using the original payment method. Processing times may depend on your bank or payment provider.

Unless required by law, the following items are generally not refundable:

• Fresh bread and baked goods

• Cakes, loaves and perishable food items

• Products that have been opened, eaten, used or tampered with

• Products damaged after delivery or collection

• Orders with incorrect customer details

• Orders not collected or received on the agreed day

• Products purchased on promotion or sale, unless defective

FOND is an allergen-friendly café and online shop, and we take every care in preparing and packing our products.

​

However, our kitchen is not an allergen-free environment. While we take every precaution to keep our customers safe, our food is prepared, packed and handled in an environment that may contain allergens, including gluten and nuts.

​

Customers are responsible for reviewing product descriptions and ingredient information before ordering. If you have a specific allergy, intolerance or dietary requirement, please contact us before placing your order so we can guide you as best as possible

Because fresh products may be prepared to order, cancellations and changes are not always possible once preparation has started.

​

If you need to cancel or change an order, please contact us as soon as possible. We will assist where we can, but we cannot guarantee changes or cancellations once an order is being prepared, baked, packed or dispatched.

If there is any problem with your product or order, please contact FOND directly with your order number, contact details, a clear description of the issue, and photos where relevant so we can assist as quickly as possible.

Email: feedme@fond.co.za
Phone: +27 82 746 5401
Address: First Place, 44 1st Avenue, Linden, Johannesburg, South Africa
Website: www.fond.co.za