Refunds and Returns

1. Placing an Order

  • 1. Select your MojoMe Product

    Visit our online store and select your favourite Keto product(s) from our range of baking kits, cupboard essentials, premium health supplements and ready-to-eat goodies.

  • 2. Add it to your shopping basket

    As a trusted and international award-winning  Keto brand, you can shop with complete peace of mind and assurance that MojoMe is unquestionably one of South Africa's leading nutrition brands.

  • 3. Complete the Checkout Form

    Once you are happy with your basket selections, proceed to the checkout page, where you will need to register with your details (name/address etc), in order for us to deliver your order, to you a smoothly as possible.

  • 4. Complete Payment

    Once your details are registered on our system, you need to login to complete future purchases. The last step is to make payment for your order. We use Snapscan, PayFlex and PayGate, 100% secure, local payment gateways supporting credit cards and EFT via all central banks. Registered account holders also have the option to make EFT payments.

  • 5. Receive your Order and Enjoy!

    That’s it! Sit back and wait while we process your order, email you with an order confirmation and tracking number and deliver to your doorstep via our courier. All South African orders shall be delivered within 2-7 business days of being processed.


1.1 To place an order on the website, you must add selected products to your shopping cart, review your cart and proceed to checkout to make payment. 1.2 If you have a promotion code you can enter it at checkout. 1.3 It is your responsibility to notify us of any incorrectly entered order details during checkout, as failure to do so may result in non-delivery of any or all ordered items. We cannot guarantee that we can change any incorrect order details once processed at checkout as our orders are packed in real-time. 1.4 All orders are subject to acceptance and availability at our sole discretion. We retain the right to cancel/reject orders in the case of item unavailability, incorrect pricing, if you are based outside the Delivery Region and/or your credit or debit card is not authorised for the transaction. 1.5 If an ordered item is unavailable, we will inform you as soon as practically possible. We will aim to let you know the next availability date. You retain the right to cancel the unavailable item, upon notification via email, with a full refund including delivery charges if the cancellation constitutes the entire order. Where your order is for multiple items, the rest of the order will remain valid (including all delivery charges). 1.6 This website is strictly for information purposes and collecting order instructions. All active orders are electronically routed to relevant 3rd parties for payment processing and fulfilment.


2.1 All items are priced in rands (R ZAR) and exclude delivery charges which will be applied at checkout before you complete your order. 2.2 We reserve the right to change prices without notification at any time. Items will be charged at the price displayed when the order is made in ZAR. 2.3 Payments are processed via a Secure Socket Layer (SSL) encrypted channel by PayGate. At no time will your payment details be stored on our own electronic system. Payments will be taken at the time of order acceptance by PayGate. 2.4 If payment cannot be processed, the order will not be accepted and automatically be cancelled. In such an event, don't hesitate to contact us via the contact us page. 2.5 All prices will be inclusive of taxes where applicable.


3.1 Order acceptance will be confirmed on the screen, and an order confirmation email will be sent to the address provided at the time of purchase. We recommend that you retain this email for your records. 3.2 Each order confirmation will contain an order number specific to your transaction, which can be used in any further communication. 3.3 Once the order has been accepted, and payment has been taken, the order cannot be amended. 3.4 You are responsible for providing the correct email address upon placing an order. We cannot take responsibility for the non-delivery of a confirmation or dispatch email should your email address be incorrect or a 3rd party email server prevents delivery due to spam filters.


4.1 All orders are aimed to be dispatched on the same day (if ordered before 13h00 local time) or the next working day (Monday-Friday). Dispatch times may vary from time to time, and we do not guarantee dispatch times. Pre-orders: If you place a pre-order (where any items within your order are only available as pre-orders), the whole order will be held until the pre-order is ready for dispatch. All pre-order dates are strictly indicative and may vary at our discretion. 4.2 ZA customers can choose from two delivery options, ‘Courier’ and ‘Local Collection’. For more information on delivery options, please see Delivery Information. 4.3 Non-ZA customers have two delivery options, ‘Tracked’ and ‘Non-Tracked’. For more information on delivery options, please see Delivery Information. International delivery is to be added at a later date. 4.4 You are responsible for providing us with complete and correct delivery address details. If your package is returned to us due to an incorrect or incomplete address, you will be charged the total delivery cost to re-deliver your order to a corrected address. 4.5 If you are not present at the time of delivery, a delivery note should be left asking you to contact the courier service directly to arrange re-delivery at a convenient time or pick it up in person from the specified location. You will have 21 days until the parcel is returned to us as undeliverable. We do not resend packages that are returned to us as undeliverable. We will refund you for the value of the products ordered but not for the delivery charge. 4.6 A parcel is considered lost after it has been in the delivery system for a period of 15 working days for ZAR orders and 21 working days for non-ZA orders. Although orders normally take much less than that, we cannot dispatch a replacement until this period has elapsed. We cannot be held responsible for any direct or indirect loss or damage incurred by a customer due to delayed or lack of delivery of goods, regardless of the delivery method. 4.7 We do not ship worldwide at this time. 4.8 We will email you a dispatch confirmation once your parcel has been passed onto the courier or postal services. We cannot take responsibility for the non-delivery of a dispatch email should your email address be incorrect or should a 3rd party email server prevent delivery due to spam filters. 4.9 Customs duties: Any fees charged by Customs are the customer's sole responsibility.


5.1 We will replace Goods that fail to comply with the provisions of the Consumer Protection Act 2008 or which show a defect. If you claim that the item is defective, the following conditions apply:

5.1.1 The defect must be reported to us within 7 days of receipt of delivery;

5.1.2 The defect results only from faulty manufacture;

5.1.3 You have returned the defective items to us if we have so requested.

5.2. If we agree that we are liable, we will refund the cost of the return carriage and will replace the items free of charge.

5.3. If we replace the items, you have no additional claim against us under this agreement, statute, or common law regarding the defect.


Our returns policy does not affect your legal rights under the Distance Selling Regulations, The Sale of Goods Act or other legislation

These provisions apply if you return any items to us for any reason:

6.1. We do not accept returns unless there was a defect in the item(s) at the time of purchase or we have agreed in correspondence that you may return them.

6.2. Items must be returned to us as soon as any defect is discovered but not later than 7 days from receipt of delivery.

6.3. So far as possible, items should be returned:

6.3.1 Securely wrapped;

6.3.2 Items returned during the 7 days must be in their original condition and packaging and should not be used. We reserve the right to refuse a refund on any item that has been opened, damaged, dirtied, stored incorrectly, is in an unsaleable condition, or has not been returned to us in line with the specified return procedure.

6.3.3 Any return (other than for defective items) will be at the customer’s own risk and cost. A full refund, excluding the original delivery cost incurred by SmartPack PTY Ltd and a 10% handling fee, will be processed within thirty days of us receiving the returned goods. Bundled Goods or Goods on Promotion will be refunded less the normal price (RRP) of any items not returned and excluding the original delivery cost incurred by SmartPack PTY Ltd and a 10% handling fee. Any return made outside the defined timeframes will not be accepted.

6.4 We advise you to return items by recorded delivery or by obtaining a Certificate of Postage from the Post Office or by any other means that shows proof of the return. If your returned items are not received, we cannot process the refund unless you can provide this proof of postage.

6.5 The address for returns is: SmartPack PTY Ltd, 1 Riverside Park, 32 Lakeshore Road, Capricorn Park, Muizenberg 7945

6.6 Due to public health and safety regulations, perishable goods (foodstuffs, health supplements and beverages) cannot be returned, refunded or exchanged.


7.1 If you have opted-in to receive information on our products, you may occasionally receive promotion codes or product newsletters from us by e-mail. 7.2 Promotion Codes can be applied at checkout. 7.3 Promotion Codes have no monetary value and cannot be converted into currency. Each code has an expiry date set at our discretion. We reserve the right to modify the expiry date without notification. 7.4 Promotion Codes cannot be divided into parts. The discount achieved by using a Promotion Code must not exceed the total monetary value of the order (excluding delivery costs). 7.5 Some Promotion Codes will specify a minimum amount spent to be applied. 7.6 Promotion Codes may exclude some product promotions.  7.7 Promotion Codes cannot be applied past their expiry dates. 7.8 Any refund made on an order where a Promotion Code was applied will be reduced by the discounted amount. 7.9 Only one Promotion Code can be used per order.