Refund Policy

Last Updated: 8 January 2026

This Refund Policy explains when refunds may or may not apply to services provided by Yeli Grocery Savings (Pty) Ltd (Registration No. 2022/289943/07).

Important Notice: This Refund Policy is the definitive document governing all refund requests. In the event of any conflict between this policy and any other website content, marketing materials, or verbal representations, this Refund Policy shall prevail.

1. Cooling-Off Period

In accordance with the Consumer Protection Act, 2008, members have 14 days from the date of sign-up to cancel their membership without reason.

Refunds during the cooling-off period:

Exclude the 20% administration fee (which is non-refundable under all circumstances)
Apply only to amounts paid within the 14-day period
Are processed back to the original payment method

To exercise your cooling-off right, send a written cancellation request to info@yeli.co.za within 14 days of registration.

2. After the Cooling-Off Period

After the 14-day cooling-off period, all payments made to Yeli are non-refundable.

This fundamental principle applies to all Yeli saving plans. Your prepaid amounts secure a future grocery allocation according to your selected cycle. This prepaid model is essential to Yeli’s operating structure.

3. Missed Payments & Pauses

If your account enters a 12-month pause due to missed payments after 1 July (as outlined in our Terms and Conditions):

Your prepaid value is carried forward to the next eligible cycle
No refunds apply to any payments made
The carried-forward value becomes non-refundable

4. Defective or Spoiled Goods

In line with the Consumer Protection Act, 2008, you may be entitled to redress if goods received are defective, spoiled, or not of the quality ordinarily expected.

To make a claim:

Issues must be reported within 48 hours of collection
Clear photographs must be provided as evidence
The claim must relate to specific defective items only

Upon valid claim verification, Yeli may offer one of the following for the affected items only:

Replacement of the defective items
Partial refund for the defective items
Credit toward a future allocation for the defective items

No refunds apply for:

Dissatisfaction with product selection
Product substitutions of equal or greater value
Change of mind or personal circumstances
Failure to report within the 48-hour window

5. Collection Failure

Members are responsible for collecting their grocery allocation at the scheduled event as notified by Yeli.

Failure to collect groceries at the scheduled event may result in forfeiture of the allocation, with no refund.

6. Refund Method

Approved refunds (where applicable under this policy) are processed:

Via the original payment method
Within 30 working days of approval
Less any applicable administration fees

7. Escalation Process

If you are dissatisfied with our resolution of a refund-related matter, you may escalate your complaint to:

National Consumer Commission (NCC)

Telephone: 012 428 7000
Website: www.thencc.gov.za

Please attempt to resolve the matter directly with Yeli first, as the NCC may require evidence of this.

Legal Notice

This Refund Policy is provided for guidance. In the event of any dispute, Yeli’s official legal documents prevail. All services are subject to our Terms and Conditions.