Delivery & Returns Policy

Effective Date: 25 October 2025 | Last Updated: 25 October 2025

Policy Scope and Application

This Delivery and Returns Policy ("Policy") governs all product deliveries, inspection protocols, acceptance criteria, and claims procedures between Good Food Distributors (Pty) Ltd ("Company", "we", "us", or "our") and our business customers ("Customer", "Customers", "you", or "your"). This Policy applies to all orders placed and deliveries made within the Republic of South Africa and forms an integral component of our Master Distribution Agreement and Terms and Conditions of Trade.

As a licensed wholesale food distributor operating under strict regulatory oversight, we maintain comprehensive quality assurance protocols throughout our distribution network. Our operations are conducted in full compliance with:

• Foodstuffs, Cosmetics and Disinfectants Act 54 of 1972 (FCD Act)
• Government Notice R638 of 2018: Regulations Governing General Hygiene Requirements for Food Premises, Transport of Food, and Related Matters
• Consumer Protection Act 68 of 2008 (Business-to-Business exemptions apply)
• National Regulator for Compulsory Specifications (NRCS) Standards
• Municipal Certificate of Acceptability (COA) Requirements
• ISO 22000:2018 Food Safety Management Systems Standards

By accepting delivery of products, Customers acknowledge and agree to comply with the inspection, acceptance, and claims procedures outlined herein, which are designed to maintain food safety integrity, ensure regulatory compliance, and protect the interests of all parties involved in the distribution chain.

Definitions and Interpretations

For purposes of this Policy, the following terms shall have the meanings ascribed below:

• "Acceptance" means the Customer's execution of the Delivery Note evidencing receipt of Products, whether signed with or without notation of discrepancies.
• "Authorized Representative" means an employee, agent, or contractor of Customer with apparent authority to accept delivery and inspect Products on Customer's behalf.
• "Business Day" means Monday through Friday, excluding South African public holidays, between the hours of 7:00 AM and 5:00 PM SAST.
• "Claim" means a Customer assertion that delivered Products failed to meet Order specifications, were damaged, defective, or otherwise non-conforming at time of delivery.
• "Cold Chain" means the temperature-controlled supply chain required to maintain Products within specified thermal ranges from storage through delivery.
• "Delivery Note" means the Company-issued document accompanying each delivery that lists Products delivered, quantities, and provides space for Customer notation of discrepancies.
• "Order" means Customer's purchase request for Products, whether submitted electronically, telephonically, or in writing, accepted by Company.
• "Perishable Products" means food items with limited shelf life requiring refrigeration or freezing, including but not limited to dairy, meat, poultry, seafood, produce, and prepared foods.
• "Products" means all food items, beverages, consumables, and related goods offered for sale and delivered by Company to Customer.

Table of Contents

1. Service Territory and Distribution Coverage
2. Delivery Schedules and Timeframes
3. Delivery Charges, Minimum Order Requirements & Payment Terms
4. Order Processing and Fulfillment Procedures
5. Delivery Acceptance Procedures and Inspection Protocols
6. Failed Deliveries and Re-delivery Terms
7. Non-Returnable Goods Policy - MANDATORY NOTICE
8. Product Claims Procedures and Documentation Requirements
9. Exclusions from Claims Eligibility
10. Claims Resolution and Credit Procedures
11. Customer Service and Dispute Resolution

1. Service Territory and Distribution Coverage

We deliver nationwide across South Africa to all major cities and surrounding areas.

Primary Delivery Areas:

• Gauteng: Johannesburg, Pretoria, Ekurhuleni, Kempton Park, Sandton, Randburg, and surrounding areas
• Western Cape: Cape Town, Stellenbosch, Paarl, and Cape Peninsula
• KwaZulu-Natal: Durban, Pietermaritzburg, and coastal regions
• Eastern Cape: Port Elizabeth, East London
• Free State: Bloemfontein and surrounding areas
• Other Provinces: Available upon request - contact our sales team

2. Delivery Schedules and Timeframes

Order-to-Delivery Cycle and Service Level Agreements (SLA)

The Company operates under structured Service Level Agreements (SLAs) that define delivery lead times based on geographic zone, order characteristics, and service tier selected. All delivery timeframes are calculated from Order Confirmation, not Order Placement, and are subject to inventory availability, credit approval, and compliance with minimum order requirements.

Standard Delivery Lead Times by Service Territory

Definitions and SLA Terms

• Business Day (BD): Monday through Friday, 7:00 AM to 5:00 PM SAST, excluding South African public holidays and Company-designated closure days.
• Order Confirmation: The timestamp when the Company issues written confirmation of Order acceptance, inventory allocation, and estimated delivery window. Orders are not confirmed until credit approval and inventory verification are completed.
• Lead Time: The total elapsed time measured in Business Days from Order Confirmation to completed delivery and Customer Acceptance.
• Order Cycle Time (OCT): The comprehensive duration encompassing order capture, processing, picking, packing, quality verification, staging, transportation, and delivery.
• On-Time Performance (OTP): The percentage of Orders delivered within the committed SLA window, measured against industry benchmark standards (95-97.5%).
• Valid Tracking Rate (VTR): The percentage of Orders with accurate, real-time tracking information available to Customers via electronic systems.
• Standard Delivery Window: Monday through Friday, 7:00 AM to 5:00 PM. Weekend and after-hours deliveries available by special arrangement only, subject to surcharges.

3. Delivery Charges, Minimum Order Requirements & Payment Terms

Delivery Charges

Delivery charges are calculated based on:

• Distance from our warehouse to your location
• Order value and total weight
• Delivery urgency (standard vs express)
• Fuel levies and logistics surcharges (where applicable)

Minimum Order Values

• Gauteng: R2,500 minimum order value
• Major Cities: R5,000 minimum order value
• Regional Areas: R7,500 minimum order value

4. Order Processing and Fulfillment Procedures

Standard Order Fulfillment Workflow

The Company operates a comprehensive Order Cycle Time (OCT) methodology designed to ensure accuracy, compliance, and quality throughout the order-to-delivery process. The standard fulfillment workflow comprises the following sequential stages:

1. Order Capture and Validation (0-2 hours): Customer Orders received via electronic ordering platform, telephone, email, or sales representative are captured into the Company's Enterprise Resource Planning (ERP) system. Initial validation includes Customer account status verification, credit limit checks, and preliminary inventory screening.
2. Order Confirmation and Acknowledgment (2-4 hours): Upon successful validation, Customer receives automated Order Confirmation via email containing: (a) unique Order Reference Number; (b) itemized Product listing with SKU codes; (c) confirmed quantities and unit pricing; (d) total Order value including applicable taxes; (e) estimated delivery window based on applicable SLA; and (f) assigned Customer Service Representative contact details.
3. Inventory Allocation and Reservation (4-8 hours): The warehouse management system (WMS) allocates and reserves specific inventory units for the Order, employing First-In-First-Out (FIFO) methodology to optimize shelf life. Stock verification includes batch traceability, expiry date validation, and quality hold status confirmation.
4. Order Picking and Assembly (8-24 hours): Warehouse personnel retrieve Products from designated storage locations using barcode scanning technology to ensure accuracy. Perishable and temperature-sensitive items are picked in temperature-controlled zones maintained at prescribed thermal ranges per regulatory requirements.
5. Quality Assurance and Inspection (24-32 hours): All assembled Orders undergo mandatory quality verification including: (a) quantity reconciliation against Order specifications; (b) Product condition inspection for damage or defects; (c) expiry date validation ensuring minimum 75% shelf life remaining; (d) temperature verification for cold chain compliance; and (e) batch code traceability documentation.
6. Packaging and Palletization (32-40 hours): Products are packaged according to Product category requirements utilizing appropriate materials (insulated containers for refrigerated items, protective packaging for fragile goods). Orders are palletized or staged for transportation with clear labeling including Customer name, delivery address, and special handling instructions.
7. Staging and Loading (40-48 hours): Completed Orders are staged in temperature-appropriate holding areas pending vehicle loading. Loading sequences are optimized to ensure delivery route efficiency and maintain cold chain integrity throughout transit.
8. Dispatch and Transit (48+ hours): Upon vehicle departure, Customer receives Dispatch Notification via SMS and email containing: (a) dispatch timestamp; (b) estimated delivery window; (c) driver contact information; (d) real-time tracking link (where available); and (e) delivery acceptance requirements.

Order Placement Cut-off Times and Processing Schedules

To ensure adherence to committed SLAs and maintain operational efficiency, the Company observes the following order placement deadlines:

5. Delivery Acceptance Procedures and Inspection Protocols

Mandatory Delivery Inspection Procedure:

In compliance with food safety regulations and industry standards, all deliveries MUST be thoroughly inspected before acceptance:

1. Authorized Person Present: An authorized representative with authority to reject goods must be present to receive the delivery
2. Immediate Inspection: Inspect delivery immediately upon arrival while driver is present:
   • Verify quantities against delivery note and invoice
   • Check all packaging for damage, tears, leaks, or contamination
   • Inspect temperature-sensitive items (use thermometer if available)
   • Check expiry dates and batch codes
   • Verify correct products have been delivered
   • Look for signs of pest infestation or foreign matter
3. Document Issues Immediately: Clearly note ANY discrepancies, damages, or concerns on the delivery note before signing. Be specific (e.g., "3 cases short", "pallet 2 - carton damaged", "temperature 12°C - should be 4°C")
4. Sign with Notation: If issues are present, sign the delivery note but ensure all issues are written and circled. Driver must also initial noted issues
5. Refuse if Necessary: You have the right to refuse the entire delivery if food safety is compromised (e.g., broken cold chain, severe contamination, pest presence)
6. Retain Documentation: Keep your copy of the delivery note with all notations - this is your only proof for claims
7. Immediate Storage: Refrigerate or freeze cold chain products immediately upon acceptance

Customer Responsibilities & Delivery Requirements:

To ensure smooth delivery and compliance with food safety standards, customers must:

• Authorized Personnel: Ensure a trained, authorized representative who understands quality inspection procedures is available to receive deliveries
• Clear Access: Provide clear, unrestricted access to the delivery location for our vehicles
• Safe Offloading Area: Provide a clean, designated area for inspection and offloading that meets basic hygiene standards
• Adequate Manpower: Have sufficient staff available to offload goods efficiently (we deliver to loading bay/entrance only - internal distribution is customer's responsibility)
• Inspection Equipment: Have available: thermometer for cold chain verification, copy of order/invoice for checking, pen for noting discrepancies
• Storage Readiness: Ensure cold storage facilities (refrigerators/freezers) are operational and have adequate space before delivery arrives
• Immediate Cold Chain Transfer: Cold and frozen products MUST be transferred to appropriate temperature-controlled storage within 15 minutes of acceptance to maintain food safety standards
• Time Availability: Allow adequate time for thorough inspection (15-30 minutes depending on order size) - do not rush the driver

6. Failed Deliveries and Re-delivery Terms

If delivery cannot be completed due to:

• Incorrect or incomplete delivery address
• No authorized person available to receive delivery
• Access issues (locked gates, no parking, etc.)
• Refusal to accept delivery

The following will apply:

• Re-delivery charges will be applicable
• Products may be returned to our warehouse at your cost
• You remain liable for payment of the full order value
• Perishable items cannot be re-delivered and will be charged in full

7. Non-Returnable Goods Policy

Legal, Regulatory, and Operational Justification

The Company's Non-Returnable Goods Policy is established upon the following legal, regulatory, and operational imperatives:

• Statutory Food Safety Obligations: The Foodstuffs, Cosmetics and Disinfectants Act 54 of 1972 (FCD Act) and Government Notice R638 of 2018 impose strict liability upon food distributors to ensure products are maintained under prescribed storage conditions, temperature parameters, and handling protocols throughout the distribution chain. Once custody transfers to Customer, the Company can no longer guarantee compliance with these statutory requirements, thereby precluding acceptance of returned products for resale or redistribution.
• Cold Chain Integrity and Temperature Control: Temperature-sensitive products require continuous monitoring and documentation of thermal conditions throughout storage and transit. Upon delivery acceptance, custody and control transfer to Customer, creating an unverifiable gap in the cold chain continuum. Acceptance of returned products would constitute a violation of Good Distribution Practice (GDP) standards and expose the Company to regulatory sanctions and product liability claims.
• Public Health and Safety Compliance: Department of Health regulations mandate that food products entering the distribution network must maintain verifiable custody documentation, lot traceability, and environmental controls. Returned products cannot meet these evidentiary requirements and present unacceptable public health risks including potential contamination, adulteration, cross-contamination, temperature abuse, or tampering.
• Product Liability and Risk Management: Once products exit Company custody, we cannot verify handling practices, storage protocols, exposure to contaminants, temperature fluctuations, packaging integrity, or compliance with first-in-first-out (FIFO) inventory management principles. Acceptance of returns would create unmanageable liability exposure and compromise our ability to defend against product liability claims.
• Certificate of Acceptability (COA) Compliance: Our municipal COA specifically requires documented control over product sourcing, handling, storage, and distribution. Acceptance of products that have been outside our custody chain would violate these licensing conditions and jeopardize our operating authority.
• Industry Standard Business Practices: Leading wholesale food distributors including Sysco Corporation, US Foods, and other major industry participants operate under similar non-returnable policies for perishable and temperature-controlled products. This reflects industry-wide recognition that post-delivery returns are incompatible with food safety regulations and sound business practices in B2B food distribution.
• Economic and Operational Considerations: The perishable nature of food products, coupled with limited shelf life and time-sensitive inventory management requirements, renders returned products economically unviable for resale. Additionally, reverse logistics costs, restocking fees, quality verification testing, and inventory reconciliation expenses would be prohibitive and would ultimately increase costs for all Customers.

This Policy safeguards public health, ensures regulatory compliance, allocates risk appropriately between parties, and aligns with established industry standards while providing Customers with clear procedures for quality assurance through mandatory delivery inspection protocols.

Issues That Must Be Noted at Delivery:

The following issues MUST be identified and clearly noted on the delivery note before signing:

1. Damaged Products: Products with visible damage, leaks, torn packaging, or broken seals
2. Defective Products: Products that appear spoiled, expired, or unfit for sale
3. Incorrect Products: Products that do not match your order specification or invoice
4. Quantity Discrepancies: Shortages or overages in quantities delivered
5. Temperature Issues: Frozen or chilled products delivered at incorrect temperatures
6. Short Shelf Life: Products with less than 75% of shelf life remaining (unless pre-arranged)

8. Product Claims Procedures and Documentation Requirements

If you have noted issues on your delivery note at the time of delivery, follow this claims process:

1. Immediate Notification: Contact us within 2 hours of delivery by calling 087 550 8999 or emailing sales@goodfooddistributors.co.za
2. Provide Required Documentation:
   • Order number and invoice number
   • Signed delivery note with issues clearly noted and circled
   • Clear photographs showing the issue (damaged products, incorrect items, etc.)
   • Batch numbers and expiry dates where applicable
   • Temperature readings (if claiming temperature breach)
3. Await Claim Authorization: Our team will review your claim and issue a Claim Reference Number (CRN) if valid
4. Secure Affected Items:
   • Keep items in original packaging and condition
   • Store under appropriate conditions (refrigeration if required)
   • Segregate from other inventory
   • Do NOT use, open, or sell the affected items
5. Collection/Resolution: We will arrange collection within 48 hours for Gauteng, 72 hours for other areas, or arrange replacement on next delivery

9. Exclusions from Claims Eligibility

The following items and situations are NOT eligible for claims, credits, or refunds under any circumstances:

• Signed Delivery Without Notation: Any delivery note signed without issues noted - this confirms acceptance of goods in perfect condition
• Post-Delivery Issues: Any damage, spoilage, or problems occurring after goods have been received and signed for
• Ordering Errors: Products ordered incorrectly by the customer (wrong SKU, wrong quantity, etc.)
• Change of Mind: Products no longer wanted or needed by the customer
• Improper Storage: Products damaged due to incorrect storage temperatures or conditions at customer premises
• Opened/Used Products: Any products with broken seals, opened packaging, or that have been partially used or sold
• Expired Products: Products that expire while in customer's possession (monitoring expiry dates is customer's responsibility)
• Slow-Moving Stock: Products that don't sell as quickly as customer expected
• Special Orders: Custom orders, specially imported products, or made-to-order items
• Clearance/Promotional Items: Products purchased on clearance, promotion, or at discounted rates
• Late Claims: Any claims reported more than 2 hours after delivery
• Missing Documentation: Claims without signed delivery notes clearly showing the issue noted at time of delivery
• Third Party Issues: Claims related to customer's end-user complaints or retail customer dissatisfaction

10. Claims Resolution and Credit Procedures

For valid claims where issues were properly noted on the delivery note at time of delivery and reported within 2 hours, we will resolve your claim as follows:

Resolution Options:

• Replacement (Preferred): Affected products will be replaced on your next scheduled delivery or via special delivery (subject to stock availability and urgency)
• Account Credit: For customers with credit accounts - credit note issued and applied to your account within 5 business days of claim approval
• Refund: For cash/COD/EFT customers - refunds processed to original payment method within 7-14 business days of claim approval

Claim Assessment Timeline:

• Claims are assessed within 24 hours of receipt of all required documentation
• You will be notified of claim approval or rejection via email
• Approved claims are processed immediately
• Rejected claims will include detailed reasons for rejection

Partial Claims:

If only part of your order is affected, we will credit/refund/replace only the specific affected items noted on the delivery note. The remainder of the invoice remains payable in full as per your normal payment terms.

11. Customer Service and Dispute Resolution

For delivery inquiries, claims, or issues, please contact us through the appropriate channels:

Dispute Resolution

In the event of a dispute regarding deliveries or claims:

1. Contact our claims department immediately via email or phone with all supporting documentation
2. We will acknowledge your claim within 4 business hours
3. A claims manager will be assigned to investigate and respond within 24 hours
4. If you are not satisfied with the resolution, you may escalate to our Operations Manager at operations@goodfooddistributors.co.za
5. As a final resort, disputes may be referred to mediation or arbitration as per our standard terms and conditions

We are committed to resolving all disputes fairly and professionally while maintaining compliance with South African consumer protection laws and food safety regulations.

Limitation of Liability and Customer Indemnification

Maximum Liability: The Company's maximum aggregate liability arising from or relating to delivery of Products, whether in contract, tort, negligence, strict liability, or otherwise, shall not exceed the invoice value of the specific Products giving rise to the claim. Under no circumstances shall the Company be liable for consequential, incidental, indirect, special, punitive, or exemplary damages including (without limitation) lost profits, business interruption, loss of business opportunity, damage to reputation, or third-party claims.

Customer Indemnification: Customer agrees to indemnify, defend, and hold harmless the Company, its affiliates, officers, directors, employees, agents, and contractors from and against any and all claims, demands, losses, liabilities, damages, costs, and expenses (including reasonable attorneys' fees) arising from or relating to: (a) Customer's violation of this Policy; (b) Customer's negligent or improper storage, handling, or use of Products after Acceptance; (c) Customer's resale or distribution of Products to third parties; (d) any food safety incidents, illness, or injury arising from Products after Acceptance; or (e) Customer's breach of any applicable laws, regulations, or industry standards.

Force Majeure: The Company shall not be liable for any delay or failure in performance due to causes beyond its reasonable control, including but not limited to: acts of God, natural disasters, government actions, war, terrorism, civil unrest, strikes, labor disputes, transportation delays, supplier failures, utility failures, pandemics, epidemics, or any other circumstances constituting force majeure under South African law.

Policy Acknowledgment and Binding Effect

By submitting an Order to, accepting delivery from, or otherwise conducting business with Good Food Distributors (Pty) Ltd, Customer expressly acknowledges, represents, and warrants that: (a) Customer has carefully read, fully understands, and unconditionally agrees to be bound by all terms, conditions, obligations, and procedures set forth in this Policy; (b) Customer's Authorized Representatives have been properly trained on delivery inspection procedures and claims requirements; (c) Customer accepts all risks associated with Products after Acceptance; and (d) Customer waives any rights that may conflict with the Non-Returnable Goods Policy or claims procedures herein.

This Policy forms an integral and inseparable component of the Company's Master Distribution Agreement, Terms and Conditions of Trade, and all other agreements between Company and Customer. In the event of any conflict or inconsistency between this Policy and any other agreement, the terms most favorable to the Company shall prevail to the extent permitted by applicable law.

Amendment and Modification: The Company reserves the absolute right to amend, modify, supplement, or replace this Policy at any time, in its sole discretion, to comply with changing regulatory requirements, operational necessities, industry standards, or business conditions. Material amendments will be posted on the Company website and communicated to active Customers via email to the address on file. Customer's continued placement of Orders or acceptance of deliveries following such notification constitutes binding acceptance of the amended Policy. Customers who do not accept amendments may terminate the business relationship by providing written notice to the Company.