DAMAGES & FAULTS REPORTING
All damages or faults must be reported within seven (7) calendar days of delivery or collection (Also see courier handling below which is 24hours!).
Please provide a detailed explanation along with supporting photographs and submit them to orders@dragonflyorganicliving.co.za.

Rectification and Support
If we have made an error, we are committed to resolving the issue promptly and professionally. Upon notification, we will:
Investigate the Issue
We will conduct a thorough review to identify the cause of the problem.
Provide a Solution
Based on our findings, we will offer an appropriate resolution, which may include product replacement, service adjustments, or any other necessary corrective actions.
Ensure Customer Satisfaction
Our goal is to ensure that the situation is resolved to your satisfaction, and we will keep you informed throughout the process. We value your business and are dedicated to providing timely and effective support to rectify any mistakes.

REFUNDS AND/OR EXCHANGES
At Dragonfly Organic Living (Pty) Ltd, we are committed to providing high-quality products. However, due to the perishable and consumable nature of some of the products, refunds or exchanges are limited to specific conditions and are subject to investigation.
No exchanges or refunds will be processed outside of the following terms:-

ELIGIBILITY FOR REFUNDS, EXCHANGES OR CREDITS

Inspection & Timeframe
* All products should be inspected upon delivery or collection. Product/s are eligible for a refund or exchange only if damages or defects are reported within seven (7) calendar days of delivery or collection.
Defective or Damaged Products
* If the product is defective, damaged upon delivery or collection, or does not meet our quality standards, the customer may be eligible for a refund, exchange or credit.
Incorrect Products
* If the product received is different from the item ordered (e.g., wrong type, product or size etc), the customer is eligible for a refund, exchange or credit.
Contamination Concerns
* If the product is suspected of being contaminated or spoiled at the time of delivery or collection, the customer may request a refund, exchange or credit.
* We prioritize stringent quality control to ensure product safety and freshness.
* Contamination of our flour products is also exceptionally unlikely, as they are stored in freezer and chilled environments directly upon arrival from the mills to maintain optimal quality and prevent any risk of contamination.

EXCHANGE POLICY

Timeframe
* You may exchange any goods purchased within seven (7) calendar days of receiving the item including the day of delivery.
Conditions for Exchange/s
- Exchange/s will only be accepted if the item(s) are in their original, unopened packaging.
- If you are exchanging an item because it is unsuitable or due to a change of mind, an exchange can be granted (excluding courier fees) once the item has been returned to our office and our team has verified it is in a saleable condition.
- The cost and arrangement of the exchange are your responsibility.
- Exchanges are provided that we do have the replacement item/s of choice in stock.
Alternatively, you will be issued with a credit that you may utilise within a three (3) month period.
Exchange Process
- Exchanges are evaluated on a case-by-case basis and are typically processed within three (3) business days following the receipt of the returned item(s), excluding the day of delivery.
Exclusions
Please note, we do not accept exchanges of perishable goods, liquids, flour, feminine hygiene products, menstrual or intimate items.

REFUND REQUEST PROCESS
Customers must notify Dragonfly Organic Living (Pty) Ltd of any issues within seven (7) calendar days of delivery or collection (Also see courier handling below which is 24hours!).

All refund, exchange or credit request must be supported by:
- Proof of purchase (e.g., receipt or order confirmation, delivery note etc).
- Photographic evidence of the issue, such as damage, defects or contamination.
* In some cases, a sample of the product may be requested to assist in the investigation.

Investigation Process
Upon receiving a refund, exchange or credit request, we will conduct an investigation to verify the claim. This process may include:
- Reviewing photographic, video or physical evidence provided.
- Assessing whether the product defect, damage, or contamination is due to manufacturer or delivery fault.
- Determining if improper storage or handling by the customer may have contributed to the issue.

Investigations may take up to fourteen (14) business days to complete. During this period, customers are encouraged to retain the product in its original packaging until the investigation is finalised.

REFUND DECISIONS
* If the investigation confirms a defect, damage, or issue within our responsibility, the customer will be offered a full refund, replacement of the product or a credit will be issued.
* If the investigation determines that the issue was caused by improper storage or handling after delivery or collection, a refund will not be issued.
* Decisions will be communicated to the customer via email, along with any further steps (e.g., disposal of the product, replacement shipping etc).
* Refunds will be issued exclusively via EFT from Dragonfly Organic Living’s Standard Bank Business Account.
* Please allow up to 48 hours for funds to reflect on business days, and up to 72 hours over weekends or public holidays.

Limitations and Exclusions
* Refunds are not available for products that have been partially consumed without a clear quality issue.
* Changes in preference, taste, packaging/branding change or subjective factors are not valid grounds for refunds, exchanges or credits.
* Due to the perishable and consumable nature of flour and flour products, no returns will be accepted.
* Please note, no refunds will be issued for perishable goods, liquids, flour, feminine hygiene products, menstrual or intimate items unless defective and proven within the seven (7) Calendar days timeframe.

RETURN POLICY

Timeframe
You may return any goods purchased within seven (7) calendar days of receiving the item including the day of delivery.
Conditions for Returns
- Returns will only be accepted if the item(s) are in their original, unopened packaging.
- If you are returning an item because it is unsuitable or due to a change of mind, a refund will be issued (excluding courier fees) once the item has been returned to our office and our team has verified it is in a saleable condition.
- The cost and arrangement of the return are your responsibility.
Returns Due to Misrepresentation
If the return is due to an error or misrepresentation on our site, we will issue a full refund as soon as the item is received back at our office.
Refunds for Returns: Process
- Refunds for returns are evaluated on a case-by-case basis and are typically processed within three (3) Business days following the receipt of the returned item(s), excluding the day of delivery.
Exclusions
Please note, we do not accept returns of perishable goods, liquids, flour, feminine hygiene products, menstrual or intimate items.

COURIER DAMAGES AND/OR TAMPERING

Inspect Upon Delivery
Upon receiving your order, we kindly request that you inspect the parcel immediately for any signs of damage or tampering.
Reporting Damages
If you suspect any damage or tampering, please provide photo and/or video evidence and submit it to orders@dragonflyorganicliving.co.za or send it via WhatsApp within 24 hours of delivery.
Investigation Process
Once reported, we will thoroughly investigate the matter and communicate with you promptly and diligently regarding the outcome.
Tamper-Resistant Packaging
To ensure the integrity of your parcel, we use brand-new boxes sealed with branded company tape. This provides a clear indication of any tampering.
Fragile Markings
All parcels are marked as fragile at the time of booking and clearly labelled with fragile stickers when dispatched via courier services.
Eco-Friendly and Secure Packaging
We use biodegradable and compostable packaging materials, including void paper, to minimize product movement during transit. This helps to protect your order while aligning with our commitment to sustainability.
Exceptional Cases
In rare cases, certain parcels may be shipped without void stuffing due to space constraints within the packaging. Upgrading to a larger box in these instances would significantly increase courier costs.
While we strive to provide optimal protection, such exceptions are extremely limited.
Courier Handling Disclaimer
Please note that Dragonfly Organic Living (Pty) Ltd is not responsible for how courier companies handle parcels during transit. Should your package arrive in an unsatisfactory condition, the matter will be addressed separately as a courier service issue, NOT as a reflection of Dragonfly Organic Living (Pty) Ltd’s product quality or service. Courier companies operate independently, and their services are outsourced for delivery.

EUREKA MILLS CONTRACTUAL AGREEMENTS

* We also Offer Eureka Mills Contractual Agreements for High Volume Orders (50kg+ p/month) in selected delivery Zones or collection (Mainly the Far East Rand of Gauteng & some additional areas).
* Courier option is also available countrywide.
* Kindly request this agreement if you would like to look into this option.

THE FRESHNESS NOTE & PRODUCT CARE

Did you know? To extend shelf life, maintain optimum freshness, and prevent contamination, the ideal way to store large quantities of flour products is in freezers or chill rooms.
At Dragonfly Organic Living (Pty) Ltd, we take great care to ensure that all our flour products are stored under these conditions. With the capacity to store tons of product at a time, we guarantee the highest level of freshness and product care, so you always receive the best quality.