Refund policy
Returns, Refunds & Warranty Policy
At My Butchers Block, we take pride in the quality and craftsmanship of our products. As many of our products are handcrafted from natural solid wood, proper use, care and storage are essential to their longevity.
This policy explains our returns process, defective product claims and additional 12-month manufacturer warranty.
Nothing in this policy is intended to limit any rights that a customer may have under applicable South African consumer protection legislation.
1. Change-of-Mind Returns
We offer a 30-day return window for eligible products that are no longer wanted.
To qualify, products must be:
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Unused
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In their original condition
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In their original packaging
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Returned with all tags, labels, accessories and components
How to request a return
Email wecare@mybutchersblock.co.za within 30 days of receiving your order and include:
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Your full name
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Order number or proof of purchase
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The product you wish to return
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The reason for the return
If your return is eligible, we will provide return instructions.
Products must be packaged securely to prevent damage during transport.
Once received, we aim to inspect returns within 5 business days.
Approved refunds will be processed to the original payment method, normally within 7 business days following approval. Your bank or payment provider may take additional time to reflect the refund.
Change-of-mind return costs
Where the product is not defective:
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A R150 handling fee will be deducted from the refund.
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The customer is responsible for return shipping.
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We recommend using trackable and insured shipping.
This voluntary 30-day change-of-mind policy does not replace any statutory rights that may apply to defective, unsafe or unsuitable goods.
2. Products That Cannot Be Returned for Change of Mind
The following products cannot ordinarily be returned simply because you have changed your mind:
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Gift cards
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Custom-made products
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Personalised or engraved products
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Sale or discounted products where stated as final sale
This exclusion does not remove any rights that may apply where a product is genuinely defective or does not comply with applicable consumer protection legislation.
3. Incorrect or Damaged Products on Delivery
Please inspect your order as soon as reasonably possible after delivery.
If you receive an incorrect product, or your order arrives visibly damaged, please contact wecare@mybutchersblock.co.za as soon as possible and preferably within 7 days, with:
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Your order number
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A description of the issue
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Clear photographs of the product
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Photographs of the packaging where relevant
The 7-day notification request helps us investigate courier and transit damage promptly. It does not limit any statutory rights that may otherwise apply.
Where we confirm that the incorrect product was supplied or the product was damaged before or during delivery, My Butchers Block will arrange the appropriate remedy and cover reasonable return shipping costs where required.
4. Defective Products and Statutory Rights
Where applicable under South African consumer protection legislation, customers have statutory rights relating to goods that are defective, unsafe, of poor quality or not reasonably suitable for their intended purpose.
Where the Consumer Protection Act's statutory implied warranty applies, qualifying defective goods may be returned within six months of delivery, without penalty and at the supplier's risk and expense.
Where the requirements of the Consumer Protection Act are met, the consumer may choose the remedy provided for by law, which may include:
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Repair
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Replacement
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Refund
A product is not automatically considered defective merely because a claim has been submitted.
My Butchers Block may reasonably request photographs, videos, information regarding the product's use and care, and/or return of the product for inspection in order to establish the nature and cause of the reported problem.
Where damage or failure results from misuse, abuse, incorrect care, improper storage, unauthorised alteration or use contrary to supplied instructions, the product may not qualify as defective under this policy or applicable legislation.
5. Additional My Butchers Block 12-Month Warranty
In addition to any statutory rights that may apply, My Butchers Block provides an additional 12-month manufacturer warranty against manufacturing defects in materials and workmanship under normal household use.
The warranty period runs from the original date of delivery.
This additional warranty may cover:
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Cracks, splits or breaks resulting from a manufacturing defect
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Failure of laminated joins resulting from defective workmanship
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Hardware defects
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Manufacturing defects materially affecting the normal functionality of the product
The existence of a crack, split, warp or separated join does not by itself establish a manufacturing defect. Natural timber can move as a result of moisture, heat, humidity, washing, drying and storage conditions.
6. What the Additional 12-Month Warranty Does Not Cover
Our additional manufacturer warranty does not cover damage or deterioration resulting from:
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Normal wear and tear
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Scratches, knife marks, dents or cosmetic marks from normal use
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Soaking or prolonged exposure to water
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Dishwasher use
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Commercial dishwasher use
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Leaving products wet after washing
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Stacking or storing products while damp
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Excessive or repeated exposure to moisture
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Excessive heat
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Steam or high-temperature sanitising processes
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Prolonged direct sunlight
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Rapid or extreme changes in temperature or humidity
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Improper drying or storage
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Misuse, abuse, neglect or accidental damage
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Failure to follow supplied care instructions
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Unauthorised modifications or repairs
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Damage occurring after alteration of the product
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Commercial or hospitality use, except where otherwise agreed in writing
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Natural variations inherent in genuine timber
These exclusions apply to our additional 12-month manufacturer warranty and do not exclude statutory rights that cannot legally be excluded.
7. Commercial & Hospitality Use
Unless expressly agreed otherwise in writing, our additional 12-month manufacturer warranty is designed for products used under normal household conditions.
Commercial or high-frequency use includes, but is not limited to, use in:
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Restaurants
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Hotels
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Lodges and guest houses
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Catering businesses
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Commercial kitchens
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Food-service establishments
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Events or hospitality venues
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Other environments where products are subjected to substantially greater frequency of use, washing or sanitising than would reasonably occur in a household
Natural timber products used in these environments may experience significantly more frequent exposure to water, detergents, heat, humidity and repeated wet/dry cycles.
Commercial use is therefore excluded from our additional 12-month manufacturer warranty unless a commercial warranty has been expressly provided in writing.
This provision does not exclude any statutory rights that may apply to a particular transaction.
8. Caring for Natural Wood Products
Wood is a natural, hygroscopic material. It naturally absorbs and releases moisture in response to its environment.
This means some expansion and contraction is normal.
To protect your My Butchers Block product:
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Hand wash only
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Do not place wooden products in a dishwasher
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Never soak wooden products in water
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Do not leave them standing in a sink
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Dry promptly and thoroughly after washing
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Allow products to dry completely before stacking or storing
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Avoid excessive heat and steam
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Avoid prolonged direct sunlight
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Do not store against a heat source
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Treat wooden products regularly with an appropriate food-safe wood-care product where applicable
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Follow any product-specific care instructions supplied with your purchase
Damage resulting from improper care is not considered a manufacturing defect under our additional manufacturer warranty.
9. Natural Wood Characteristics
My Butchers Block products are handcrafted from natural timber, including acacia and Knysna Blackwood.
Every piece of timber is unique.
Natural variations may include differences in:
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Grain
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Colour
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Tone
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Pattern
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Texture
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Knots and natural markings
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Minor movement of the timber
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Minor dimensional variations within reasonable manufacturing tolerances
These characteristics are part of the natural beauty of genuine timber and are not, by themselves, manufacturing defects.
10. Warranty Assessment Process
To submit a warranty claim, email wecare@mybutchersblock.co.za with “Warranty Claim” in the subject line.
Please provide:
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Full name
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Contact details
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Order number or proof of purchase
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Detailed description of the issue
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Clear photographs of the entire product
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Close-up photographs of the affected area
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Photographs of the top, bottom and sides where relevant
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Video where this helps demonstrate the issue
Depending on the nature of the claim, we may also ask:
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How the product has been used
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How it has been washed
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How it has been dried
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How and where it has been stored
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Whether it has been exposed to a dishwasher, commercial dishwasher, excessive heat, moisture or sanitising processes
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Whether it is being used in a household or commercial/hospitality environment
Requesting this information does not mean that a claim has been declined. It allows us to determine the likely cause of the problem.
11. Physical Inspection
Photographs do not always provide enough information to determine the cause of damage to a natural timber product.
My Butchers Block may therefore request that the product be returned for physical inspection before a warranty assessment is finalised, where reasonably necessary.
Submission of photographs or a warranty claim does not automatically constitute acceptance that the product has a manufacturing defect.
Where a claim is confirmed as qualifying and applicable law requires My Butchers Block to bear the return costs, we will arrange or reimburse reasonable return shipping accordingly.
12. Approved Claims
Where a claim falls within applicable statutory consumer rights, the remedies required by law will apply.
For claims falling solely within our additional 12-month manufacturer warranty, My Butchers Block may, depending on the nature of the defect:
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Repair the product; or
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Replace the product with the same or an equivalent product
Where replacement is not reasonably possible, we may offer another appropriate remedy.
13. Customised and Engraved Products
Custom-made, personalised and engraved products cannot ordinarily be returned or exchanged due to a change of mind.
However, customisation does not automatically exclude a genuine manufacturing defect unrelated to the customisation.
Damage resulting directly from customer-supplied specifications, alterations requested by the customer, or modifications made after delivery is not covered by our additional manufacturer warranty.
14. Gift Purchases
Warranty claims for gifts should, where possible, be accompanied by the original order number or other proof of purchase.
We may request assistance from the original purchaser where necessary to verify the transaction.
15. Gift Cards
Gift cards are:
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Valid indefinitely from the date of purchase
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Non-refundable
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Non-exchangeable
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Not redeemable for cash
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Redeemable only for eligible products available from mybutchersblock.co.za