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 deliveries. While we make every effort to ensure your orders 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 is 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.
• Meals are packaged in a 4-stage cold chain box designed to maintain fridge temperature for up to 48 hours.
• Our skin-pack technology allows meals to remain safely stored at fridge temperature for up to 5 days.

4. Storage, Shelf Life & Quality Responsibility

Lean Living meals are delivered frozen, slightly defrosted, or cold to the touch, in insulated packaging designed to maintain the cold chain during transit.

Upon delivery, all meals must be removed from the insulated packaging and placed into a freezer immediately to preserve product quality and food safety. Failure to store meals correctly may affect the safety, freshness, and quality of the product.

For optimal quality and freshness, we recommend that meals be consumed within 3 months from the date of delivery.

Lean Living cannot guarantee product quality, taste, or safety once meals have been stored beyond the recommended 3-month consumption period, and we cannot accept responsibility for any quality concerns reported after this timeframe.

Customers are required to inspect their order upon delivery. Any issues relating to damaged packaging, broken seals, missing items, or product quality must be reported to Lean Living within 24 hours of delivery.

Any issues reported after 24 hours of delivery will be subject to management review, as Lean Living cannot verify storage conditions once the meals have been in the customer’s possession.

Claims relating to product damage, spoilage, or quality reported after the recommended 3-month storage period will not be eligible for review, refund, or replacement, as storage conditions are beyond Lean Living’s control.

By accepting delivery of your order, you acknowledge and agree to these storage and product responsibility conditions.

5. 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.
• Ensure meals are removed from the insulated packaging and placed into a freezer immediately upon delivery.

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 spoilage occurs due to delayed collection, 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.

6. 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 packaging, Lean Living cannot be held liable for 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.

7. 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 delivery issues to the best of our ability.

8. 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 where necessary.

9. Refunds & Returns

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

We understand that issues may occasionally arise, and we are committed to ensuring customer satisfaction wherever reasonably 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 that 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 enjoyable, 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 work toward 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.

10. 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 300g 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 300g portion only.

11. 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 5% non-refundable 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.

12. 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 timely dispatch of your order.

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

13. 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 Seasonal Sales, additional discounts (e.g., first-time buyer codes or review rewards) may be temporarily disabled.
• Unused voucher codes remain valid for future use outside promotional periods, except for first-time buyer codes, which are valid on first-ever orders only.

Discount eligibility is based on the final cart value after all discounts have been applied.

Shipping Fees & Free Delivery

Shipping fees are calculated at checkout based on the products included in the order.

Meal orders are subject to a standard shipping fee of R299.

Lean Living no longer offers free shipping on meal orders.

No free shipping applies to any order containing meals, regardless of the order value, discounts applied, or whether supplements are included in the same order.

Free shipping applies only to supplement-only orders where the final discounted cart total is R1,000 or more.

If an order contains both meals and supplements, the order will be treated as a meal order and the standard R299 shipping fee will apply.

If a discount reduces a supplement-only cart total below R1,000, standard delivery charges will apply.

Free gift offers are only valid if the qualifying cart total is reached after discounts have been deducted.

Application of Discount Codes

Discount codes must be entered correctly at checkout in order to be applied to an order. It is the customer’s responsibility to ensure that the discount code has been successfully applied before completing payment.

No Retrospective Discounts or Refunds

If a discount code is not applied at checkout for any reason, Lean Living will not issue refunds, partial refunds, or credits to the value of the missed or potential discount.

At our sole discretion, Lean Living may choose to offer store credit or an alternative discount in certain instances; however, this is not guaranteed and will be assessed on a case-by-case basis.

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 in the designated discount code field at checkout.

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, entered incorrectly, or 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 products to orders to meet minimum spend requirements once payment has been processed.

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

14. Agreement

By placing an order with Lean Living, you acknowledge and agree to the above Terms & Conditions.

In the event of any disputes, Lean Living will work towards a fair resolution in accordance with South African consumer protection laws.

Terms & Conditions Regarding Allergen Disclaimer

These Terms & Conditions govern the ordering and consumption of food from Lean Living Foods. By placing an order with us, you agree to the following:

Allergen Information

If you have any allergies or dietary restrictions, it is your responsibility to inquire about the ingredients of the dishes you are considering ordering.

Customer Responsibility

Customers with food allergies or dietary restrictions are strongly encouraged to inform our staff of their specific requirements when placing an order.

Failure to communicate allergies or dietary restrictions does not exempt the customer from responsibility for any adverse reactions or consequences.

No Guarantee of Allergen-Free Products

Lean Living does not guarantee that any food products are free from allergens.

Cross-contamination may occur during food preparation, and Lean Living cannot guarantee that its kitchen or suppliers are allergen-free environments.

Limitation of Liability

Lean Living shall not be held responsible or liable for allergic reactions or health issues resulting from the consumption of its products unless the customer specifically informed Lean Living of their allergies or dietary restrictions at the time of ordering.

Customers with severe allergies are advised to exercise caution and consider alternative dining options that may better accommodate their requirements.

Notification of Allergies

Customers must notify Lean Living of any allergies or dietary restrictions at the time of placing an order.

Lean Living reserves the right to refuse service or modify orders based on the severity of allergies or dietary restrictions communicated by the customer.

Indemnity

By placing an order, the customer agrees to indemnify and hold Lean Living harmless from any claims, losses, or damages arising out of or related to allergic reactions or health issues, except where the customer has explicitly informed Lean Living of their allergies or dietary restrictions at the time of ordering.

Changes to Terms & Conditions

Lean Living reserves the right to modify these Terms & Conditions at any time. Customers are responsible for reviewing the Terms & Conditions regularly.

By placing an order with Lean Living Foods, you acknowledge that you have read, understood, and agreed to these Terms & Conditions.