Cancellation & Refund Policy

You can cancel your subscription at any time, for any reason, with no cancellation fee, by:

• WhatsApp: 081 465 8259 (081-GoLucky)
• Email: hello@golucky.co.za

If we receive your cancellation at least 24 hours before your next scheduled drop: that drop is cancelled. No charge is made and no eggs are dispatched.

If we receive your cancellation after the drop has been dispatched: you'll receive that drop (no point letting fresh eggs go to waste) and no further charges will apply. Your subscription ends after that drop.

You don't have to give a reason. We won't ask why — though if there's something we could have done better, we'd love to hear it.

Every drop is checked before it leaves the farm, but knocks and breakages can happen on the road. If any egg arrives broken, cracked, or leaking, or if your count is short:

1. WhatsApp 081 465 8259 within 24 hours of delivery.
2. Send a photo of the affected eggs (this helps us trace what happened during the drop).
3. Tell us whether you'd like a replacement on your next drop, or a refund for the affected eggs.

Our standard remedy is replacement on the next drop — it's simpler and means you don't lose your full count for the week. But if you'd rather have the money back, we'll refund the affected portion to your original payment method.

If an egg looks or smells off when you crack it, stop using it and contact us within 24 hours of opening. Same drill as above: photo if possible, replacement or refund.

Note: please refrigerate eggs within a few hours of delivery and store at or below 7°C. We can't replace eggs that have gone off because they were left out of the fridge for an extended period after delivery.

If we deliver the wrong product, the wrong quantity, or to the wrong address, tell us as soon as you notice. We'll correct it — usually by delivering the right order the next working day at no charge, or refunding in full if you'd rather.

If you'll be away or can't receive a drop, please WhatsApp us at least 24 hours before the drop to skip or reschedule. Skipped drops are not charged.

If we attempt to deliver and can't reach you (no answer, no safe drop spot, gate code didn't work), the drop counts as delivered and is not refundable. To avoid this, please make sure your gate code, access notes, and contact number are up to date on your account.

Refunds are issued via PayFast, our payment provider, back to the original payment method (the same card or EFT you used).

Processing time:

• We process refunds on our side within 2 working days of confirming the issue.
• PayFast and your bank typically reflect the refund within a further 3 to 10 working days, depending on the card issuer.

We can't refund to a different card or account than the one used for the original payment.

Going on holiday or want a break for a few weeks? You don't need to cancel and re-subscribe. WhatsApp us and we'll pause your subscription for the dates you give us — it resumes automatically when you come back.

We hope every refund question can be resolved with a quick WhatsApp. If you're not satisfied with how we've handled your refund, email hello@golucky.co.za with "Refund escalation" in the subject and we'll respond within 2 working days.

You have rights under the Consumer Protection Act, 2008 that this policy doesn't and can't limit. If we can't reach an agreement, you may refer the matter to the National Consumer Commission or any other competent forum.

Go Lucky Free Range CC
Reg. 2007/157032/23
2 Valley Road, Hout Bay, Cape Town, 7806
Email: hello@golucky.co.za
WhatsApp: 081 465 8259 (081-GoLucky)