Lean Living Delivery Terms & Conditions

At Lean Living, we are dedicated to delivering high-quality, frozen meals straight to your doorstep. As our meals are time-sensitive and perishable, we rely on third-party courier services to ensure prompt and efficient delivery.

Please carefully review the following terms and conditions to ensure a smooth and satisfactory experience:

1. Third-Party Courier Services

Lean Living partners with reputable third-party courier services for all meal deliveries. While we make every effort to ensure your meals are delivered in a timely and safe manner, unforeseen circumstances beyond our control may occasionally cause delays.

2. Delivery Process & Timelines

• Orders are processed and dispatched based on the schedule set by our courier partners.

• Delivery timeframes may vary depending on location and courier operations.

• Once dispatched, you will receive tracking information to monitor your order’s progress.

• The courier will communicate directly with you regarding any updates on the delivery schedule.

• Lean Living cannot control or influence the courier's delivery times, and we are not responsible for delays caused by the courier service.

3. Successful Delivery Criteria

We consider a delivery "successful" when the following conditions are met:

• The food is *frozen, "semi-frozen", or cold to the touch upon arrival.

• Your meals are packaged in a 4-stage cold chain box, designed to maintain fridge temperature for up to 48 hours.

• Our skin pack technology ensures that your meals can be stored at fridge temperature for up to 5 days.

4. Customer Responsibilities

To ensure a successful delivery, customers must:

• Provide accurate delivery details (address, contact information, etc.) when placing the order.

• Be available to receive the delivery during the scheduled timeframe.

• If you are unavailable during the delivery attempt, Lean Living is not responsible for the condition of the food upon arrival.

• If you opt for collection from a courier branch, it is your responsibility to ensure timely pickup from the facility. If there is spoilage due to delayed pickup, Lean Living is not liable.

• If you experience any issues with your delivery (e.g., delays, damaged items), please contact us within 24 hours of receiving your order.

5. Risk & Liability

• The risk of damage or loss transfers to the customer once the delivery is completed and the package is successfully handed over to the recipient.

• While we take every precaution to package meals securely with dry ice and insulated boxes, Lean Living cannot be held liable for any delays or damages caused by the courier.

• If any items are damaged or compromised due to courier negligence, please notify us immediately for review and potential resolution within 48 hours.

6. Communication & Tracking

• It is your responsibility to ensure your contact information and delivery address are correct.

• You will receive notifications from the courier service (via SMS or email) regarding delivery status.

• Lean Living is not liable for any miscommunication or lack of updates from the courier, but we will assist in resolving any delivery issues to the best of our ability.

7. Compliance with Consumer Protection Act

In accordance with the Consumer Protection Act 68 of 2008, Lean Living commits to:

• Delivering goods within the agreed timeframe or a reasonable period.

• Communicating delays in a timely manner.

• Assisting customers with delivery issues and liaising with courier services when necessary.

8. Refunds & Returns

Due to the perishable nature of our products, we do not accept returns under any circumstances. Once shipped, frozen meals cannot be resold or reused, and returning them renders the product completely unusable and unsafe for future consumption.

We understand that issues may occasionally arise, and we are committed to ensuring customer satisfaction wherever possible.

a. Refund Policy
Refunds – Change of Mind (Before Dispatch):
If a customer places an order and later changes their mind before the order has been dispatched, a refund request may be considered at management’s discretion.
Approved refunds will be subject to a non-refundable administrative fee of 5% of the total order value, which covers payment processing, order handling, and operational costs.

Refunds – Quality or Delivery Issues:
If meals arrive completely defrosted, with broken vacuum seals, plate damage, or other verifiable quality concerns, customers must notify Lean Living within 24 hours of delivery.
Photographic evidence may be required, including images of the meals, packaging, and batch stickers.
Refunds or account credits will be assessed on a case-by-case basis and issued at Lean Living’s discretion in accordance with internal quality control procedures.

Please note: We do not offer refunds based on personal taste preferences. Taste is subjective, and while we strive to deliver meals that are both nutritious and delicious, we cannot guarantee that every individual will enjoy every meal.

Refunds and credits are assessed on a case-by-case basis, and our team will do their best to ensure a fair and timely resolution.

b. Return Policy

Supplement products may only be returned if they are unopened, unused, and in original resaleable condition, and only if the return request is approved by management.

If a customer receives a supplement product in good condition and later changes their mind, the following conditions apply:

• A R100 administrative handling fee will be deducted from any approved refund
• The customer is responsible for all return courier costs
• If replacement products are requested, new shipping fees will apply

Returns of opened, used, or tampered supplement products will not be accepted for hygiene and safety reasons.

9. Meal Customisation Requests for Preset Packs

Our preset meal packs are pre-designed based on balanced nutritional plans and operational efficiency. While we do our best to accommodate special meal requests or exclusions noted at checkout or via direct communication, these requests are not guaranteed and are handled as exceptions rather than standard practice.

Any customisation requests made on preset packages (for example, exclusions such as “no stir-fry meals”) are not guaranteed, and Lean Living cannot be held liable if a preset pack includes meals that a customer has requested to exclude. By purchasing a preset meal pack, you acknowledge that it may include any of the meals listed in that pack’s description, regardless of any customisation requests submitted.

Customers requiring full control over their meal selection are encouraged to use our Build Your Own meal option. Please note that the Build Your Own option is only available in a standardised 300-gram portion, which is the same portion size used for our Men’s Weight Loss meals. Build Your Own meals are not available in alternative portion sizes, and portion adjustments or substitutions cannot be accommodated.

By selecting the Build Your Own option, you acknowledge and accept that all meals will be prepared in the standard 300-gram portion only, and that this portion size applies uniformly across all Build Your Own selections.

10. Order Cancellations

Orders may only be cancelled within 24 hours of purchase, provided the order has not yet entered preparation or dispatch.

If a cancellation is requested and approved within this window, the refund will be processed to the original payment method used, less the applicable R200 refund administrative fee.

Once refunds are processed, please allow up to 10 working days for the funds to reflect, depending on your bank or payment provider.

a. Order Amendments & Change Requests

Once an order has been placed, it immediately enters our operational workflow.

If a customer requests an amendment to their order more than 8 hours after placing the order, and the amendment is still operationally possible, the following applies:

• A R60 order amendment administrative fee will be charged
• Amendments are not guaranteed and are subject to production and stock availability
• No amendments can be made once an order has entered preparation or dispatch

Lean Living reserves the right to decline amendment requests where operational constraints apply.

11. Meal Substitutions for Out-of-Stock Items

While we strive to keep all meal varieties available, unforeseen stock shortages can occasionally occur. Should a specific meal in your selected package be out of stock at the time of packing, Lean Living reserves the right to replace the unavailable item with a different meal of equal value and similar nutritional profile from our available inventory. This substitution will be made without prior notification in order to avoid delays and ensure the timely dispatch of your order.

By placing an order, you acknowledge and accept that substitutions may occur in such instances.

12. Discount Codes & Promotions

Lean Living may offer promotional discounts or voucher codes from time to time. Please take note of the following conditions:

• Only one discount code or promotion can be applied per order.
• Discount stacking (applying multiple discount codes in a single purchase) is not permitted.
• During special promotions such as our Seasonal Sales, additional discounts (e.g., first-time buyer codes or review rewards) will be temporarily disabled.
• Unused voucher codes remain valid and can be redeemed on future orders that fall outside of promotional periods, except for the first-time buyer code which is valid on first-ever orders only.
• Discount eligibility is based on the final cart value after all discounts have been applied.
• Shipping fees and free delivery thresholds are calculated based on the final cart total after discounts have been deducted.
  - Free shipping on meal orders applies only if the discounted cart total is R3000 or more.
  - Free shipping on supplement-only orders applies only if the discounted cart total is R1000 or more.
• If a discount reduces the cart total below the applicable free shipping threshold, standard delivery charges will apply.
• Free gift offers (e.g., for orders over R3000) are only valid if the cart total exceeds the threshold after discounts are deducted.

First-Time Buyer Discount Code

The first-time buyer discount code is subject to a minimum order value of R600 to be valid. This discount is not applied automatically and must be manually entered by the customer in the designated discount code field at checkout in order to be applied successfully.

The first-time buyer discount code is issued only once a customer has signed up to Lean Living’s mailing list and is valid on first-ever orders only. If the code is not entered at checkout, is entered incorrectly, or is overridden by another promotion or discount, it cannot be applied retrospectively after an order has been placed.

Lean Living does not amend completed orders, apply discounts after checkout, or add additional products to an order to meet minimum spend requirements once payment has been processed. Customers are responsible for ensuring that all discount codes are correctly applied before completing their purchase.

We reserve the right to modify or cancel discount promotions at any time without prior notice.

13. Agreement

By placing an order with Lean Living, you acknowledge and agree to the above terms and conditions. In the event of any disputes, Lean Living will work towards a fair resolution in line with South African consumer protection laws.