Last updated: 26 October 2026
We take care to pack every order properly so it reaches you fresh and in good condition. If something isn’t right, we’ll make it right. Please read the policy below.
Food items and change of mind
Because we sell food, we cannot accept returns or exchanges if you have changed your mind, including on unopened items. This protects food safety and the quality of the products we sell to all our customers.
Damaged, incorrect or missing items
If your order arrives damaged, you received the wrong product, or something is missing, please let us know within 48 hours of delivery:
- Email info@thehouseofnuts.co.za or call or WhatsApp 076 565 3887.
- Include your order number and a short description of the problem.
- Send a clear photo of the item(s) and, for damage, the packaging.
Once we have confirmed the problem, we will refund you for the affected item(s). In most cases we will not need the product back. If we do ask you to return it, we will arrange and pay for the collection.
Quality concerns
If a product is not of the quality you expect, for example it is stale, spoiled or past its best-before date when it arrives, please contact us as soon as possible with your order number, a photo and the batch or best-before date if shown. We will look into it and refund you where the product is faulty.
Refunds
- Approved refunds are paid back to your original payment method.
- We aim to process refunds within 3 working days of approval. Depending on your bank or payment provider, it may take a few more days to reflect in your account.
- Where the whole order is affected, we will also refund the delivery fee you paid.
Cancelling an order
You can cancel your order free of charge before it has been dispatched. Please contact us as soon as possible. Once an order has been dispatched, it can no longer be cancelled.
Delivery problems
If your parcel has not arrived within the expected delivery time, please contact us and we will follow up with the courier for you.
Your rights
This policy does not affect your rights under the Consumer Protection Act, 2008, or the Electronic Communications and Transactions Act, 2002.
Contact us
The House of Nuts Hilton
Shop 5, Village Corner, 30 Hilton Avenue, Hilton, 3201
Email: info@thehouseofnuts.co.za
Phone / WhatsApp: 076 565 3887