CARE BEYOND YOUR ORDER

Refund & Returns Policy

Last updated: 27 October 2026

This policy covers product orders, paid club memberships, day visits and The Monthly Berg Picnic Basket supplied by Drakensberg Cannabis (Pty) Ltd. It works alongside our Terms & Conditions. Nothing here limits a remedy available under the Consumer Protection Act (CPA), the Electronic Communications and Transactions Act (ECTA) or another applicable law.

1. Tell us what has happened

Email high@drakensbergcannabisclub.com or WhatsApp +27 66 454 0732. Include your order number or member email, the product or basket month concerned, and a brief explanation. For visible damage or an incorrect item, photographs of the parcel, label and affected item help us investigate. If you cannot provide photographs or a receipt, another reasonable proof of purchase may be used.

Contact us promptly so we can help, but a request to report a problem quickly does not shorten a statutory claim period. Please stop using an item if you believe it is unsafe. Keep the item and packaging where reasonably possible and contact us for return or collection instructions. Do not send a parcel to the farm, a manufacturer or a PUDO locker without confirming the correct return arrangement.

2. Damaged, incorrect, missing or defective products

If an order or included basket arrives damaged, is incomplete or contains the wrong product, tell us so we can check the dispatch and courier records and arrange the appropriate correction. We will cover reasonable return or collection costs where the problem is our error or a qualifying defect. Sale products and membership-basket products are not excluded from statutory quality rights.

Where CPA sections 55 and 56 apply, goods that fail the required quality, safety or fitness standards can be returned within six months of delivery, without penalty and at the supplier’s risk and expense. The consumer may choose the applicable repair, replacement or refund remedy. Inspection may be needed to establish the problem; it does not allow us to force a repair where the law gives you another choice.

Normal consumption, preference alone, or damage caused by misuse or storage contrary to the product directions is different from a qualifying defect. Opening a product to discover a fault does not automatically remove your rights, and original packaging is not an absolute condition for a valid statutory defect claim.

3. Changing your mind and cooling-off rights

Where ECTA’s cooling-off right applies, you may cancel an online goods purchase within seven days after receipt, or a service transaction within seven days after the agreement, without giving a reason or paying a penalty. Only the direct cost of returning goods may be charged, and money paid must be refunded within 30 days of cancellation.

Legal exceptions can apply, including genuinely personalised or made-to-specification goods, goods that deteriorate or expire rapidly, and services begun with your consent before the cooling-off period ends. Selecting ordinary stock products for a basket does not, by itself, make every item a bespoke product. We assess the actual transaction rather than treating every cannabis, cosmetic or botanical product as automatically non-returnable.

For an eligible change-of-mind return, keep the product unused and its seal and packaging intact where possible, and let us know before returning it. Opening, consuming or altering goods can affect a change-of-mind claim where the law permits; it does not remove separate rights for a defect or an incorrect supply. Any other applicable statutory cooling-off or cancellation right also remains available.

Beyond statutory rights, we do not currently advertise a separate general change-of-mind return window. You are welcome to ask about a particular order, and any additional return arrangement will be confirmed in writing.

4. Cancelling a product order or delivery

Contact us as soon as possible if you need to cancel or amend an order. If it has not been dispatched, we will confirm what can be changed and any refund due. If it has already been dispatched, the applicable return and cooling-off rules apply. A request to cancel a custom order will be assessed against the work already authorised and applicable law; no undisclosed blanket forfeiture applies.

If an item cannot be supplied, we will notify you and arrange an agreed alternative or refund, not an unapproved substitution. For qualifying electronic orders, ECTA’s delivery and cancellation protections apply, including its refund requirements where supply is unavailable. We will not require you to accept store credit instead of a cash refund legally due.

5. Paid membership cancellation and billing errors

Premium and Elite are billed monthly from signup. To stop a future renewal, use the membership cancellation facility where available or email us before the scheduled renewal. We will confirm cancellation, the date paid access ends and how any prepared basket or booked visit is affected. Do not assume that changing basket preferences or deleting a card cancels recurring billing.

A request concerning the current paid period is assessed according to applicable cooling-off, cancellation and service rights, the effective end date and benefits already supplied. There is no blanket rule that all membership payments are non-refundable. Unused benefits are not automatically cash credits, but that does not prevent a refund or proportionate remedy where legally due.

Report duplicate charges, an incorrect tier amount or a payment taken after effective cancellation. We will investigate and refund any payment collected in error. If paid access ends before the period you paid for has been provided, contact us so we can address the unused service and any refund due. Free membership has no monthly fee to refund.

6. Monthly basket problems and preferences

The Monthly Berg Picnic Basket is included with an eligible paid membership. Premium has a R420 allowance and Elite a R1,200 allowance, measured after the basket-only 20% discount. When your monthly basket is dispatched, unused allowance is credited as Berg Buds to your Berg Wallet at 1 Berg Bud per R1 for future product orders, excluding membership fees. Berg Buds do not expire. Members can also top up after successful payment. Statutory remedies for an unprovided or defective benefit, or a payment that must legally be refunded, still apply.

Changes to “Surprise Me!” or saved favourites apply to a future basket if the current basket has already been prepared. A surprise selection can vary; a preference for a different otherwise correctly supplied product is assessed as a change-of-mind request rather than automatically a supply error.

If a saved selection is unavailable or exceeds the allowance, it is held for review. We will contact you to agree a revision or another appropriate remedy. If a basket is missing, incorrect or defective, we will assess replacement, redelivery, a refund or another remedy as required. A problem with one included item does not automatically determine a refund of the entire membership fee; we consider the affected benefit and your statutory rights. Calling the basket a gift does not remove those rights.

7. Day visits and rescheduling

Visits must be confirmed through WhatsApp at least three days beforehand. Tell us promptly if you need to reschedule or cancel. We will explain how this affects the booking and pass record. Unused monthly passes do not automatically roll over or become cash, subject to any remedy due for a service we have failed to provide.

If we cancel a confirmed visit or cannot safely accommodate it, we will discuss rescheduling or an appropriate remedy. No undisclosed automatic no-show or cancellation fee is imposed by this policy. Any separately agreed booking charge must remain lawful and reasonable.

8. Return costs and refund processing

For a qualifying defective, damaged or incorrectly supplied item, we arrange or cover the return as applicable. For an eligible ECTA change-of-mind return, you may be responsible for the direct return cost. We will explain which applies before arranging the return; we do not apply a blanket “all shipping is non-refundable” rule.

Once the facts and any required inspection are established, we will confirm the outcome and refund amount in writing. Refunds go to the original payment method where reasonably possible. If that is unavailable, we will agree a secure alternative with the payer. We do not ask for your card security code or online banking password. Bank processing times can vary; any applicable statutory refund deadline still applies. Contact us with the refund reference if a confirmed refund has not arrived.

If you disagree with the outcome, ask us for a written explanation. You may also approach the National Consumer Commission or another competent consumer body, ombud, tribunal or court. Our Privacy Policy explains how information supplied with a return or complaint is handled.