The Glass Castle (Pty) Ltd – Refund Policy

At The Glass Castle we are passionate about our food, and we will act in a transparent and fair manner with regard to refunding and returning any of our products. Please read our delivery policy to ensure that you have inspected the contents that were delivered to you as well as any expiry dates.

We will gladly refund or exchange a product within 24 hours after date/time/delivery of purchase if the following conditions have been met:

  • The food is still frozen at -18° Proper cold chain management is vital in our food business. Our food should stay fresh in your refrigerator for a period of three days after being fully defrosted; and
  • The packaging is intact and still in the same condition as when purchased/delivered.

We take the utmost care and follow all food safety precautions when we prepare your meals. If you open the packaging and any food seems defective, please email us at or contact us on WhatsApp at (+27) 66 275 6912 so that we can immediately investigate!


Once your returned item is received and inspected, we will send you an email to notify you that we have done so. We will also notify you of the approval or rejection of your refund. If the refund is approved, it will be processed and a credit will be applied to your credit/debit card or original method of payment. This will take place within not more than seven days.

Late or missing refunds

If you have not received your refund, please first check your bank account one last time. Contact your credit card company or banking institution, as it may take some time before your refund is officially posted. If you have done all of this and still have not received your refund, please contact us at

Sale items

Only regular-price items may be refunded. Sale items cannot be refunded, in particular products with one month or less left before their expiry date is reached.


We only exchange items if they are defective or damaged. If you need to exchange it for the same item, please send us an email at


Gift cards are unfortunately not refundable and cannot be exchanged for cash. As some special person wanted you to try our amazing food, we recommend that you give it a go! We like to believe that you will become a loyal customer too. We have loads of love and passion for making scrumptious meals and are sure you will taste that in every bite.

Shipping returns/exchanges

We will send a driver to pick up any logged returns. The time it may take for your exchanged product to reach you can vary and will depend on where you live. If the product is defective, we will replace it free of charge.

Need help?

Contact us at for questions related to refunds and returns.