Our Policies

Delivery Areas

Nora currently delivers within Pretoria East and surrounding areas. Orders outside these regions may be accommodated on request — please contact us directly to discuss options.

Delivery Schedule

Fresh products are delivered on a weekly schedule via WhatsApp communication. Orders placed before the weekly cut-off will be included in the next available delivery run. You will receive confirmation of your delivery day at the time of ordering.

Collection

Personal collection is available. If you prefer to collect, please indicate this at checkout or contact us to arrange a suitable time and location.

Delivery Costs

Delivery fees are calculated at checkout based on your location. We strive to keep delivery costs as low as possible and offer free delivery on orders above a minimum spend threshold communicated at checkout.

Packaging

We use recycled and minimal packaging wherever possible. Our kefir bottles are made out of plastic; macadamia butter and raw honey products come in Console jars but can be substituted for clean, recycled bottles for a reduced price.

Contact

For any delivery enquiries, reach us at [email protected] or via the contact form on our website. Operating hours: Monday to Saturday, 9am – 5pm SAST.

Our Commitment

We stand behind every product we make. If something arrives damaged, spoiled, or incorrect, we will make it right — no questions asked.

Perishable Products

Because our kefir, honey, and macadamia butter are fresh, perishable goods, we are unable to accept returns of products once they have left our hands in good condition. All claims for spoilage or damage must be raised within 24 hours of delivery.

How to Raise a Claim

1. Contact us within 24 hours of receiving your order.
2. Send a photo of the affected product and your order reference.
3. We will arrange a replacement or full credit within 2 business days.

Order Errors

If you received the wrong product or a quantity discrepancy, please contact us within 48 hours and we will resolve this at no additional cost to you.

Change of Mind

Due to the fresh and perishable nature of our products, we are unable to process returns or refunds for change-of-mind purchases once an order has been dispatched.

Refund Processing

Approved refunds are processed within 5–7 business days to the original payment method. Store credit can be applied immediately on approval.

Acceptance of Terms

By placing an order with Nora or accessing our website, you agree to be bound by these terms. Please read them carefully before purchasing.

Products & Availability

All products are subject to availability. Due to our small-batch production model, certain products may sell out between order cycles. We will notify you promptly if any item in your order is unavailable and offer a substitute or full refund.

Pricing

All prices are listed in South African Rand (ZAR) and are inclusive of VAT where applicable. Prices are subject to change without notice. The price confirmed at the time of your order will apply to that transaction.

Health Disclaimer

Nora products are food items intended to support general wellness. They are not intended to diagnose, treat, cure, or prevent any medical condition. If you have dietary restrictions, allergies, or underlying health concerns, please consult a healthcare professional before ordering.

Intellectual Property

All branding, content, photography, and product descriptions on our website and packaging are the intellectual property of Nora. Reproduction without written consent is not permitted.

Governing Law

These terms are governed by the laws of the Republic of South Africa. Any disputes will be resolved in accordance with South African consumer protection legislation, including the Consumer Protection Act 68 of 2008.

What We Collect

When you place an order or contact us, we collect:

• Your name and contact details (email, phone number)
• Delivery address
• Order history and product preferences
• Payment information (processed securely — we do not store card details)

How We Use Your Information

Your data is used exclusively to:

• Process and fulfil your orders
• Communicate order updates and delivery confirmations
• Improve our products and service based on feedback
• Send occasional product updates — only with your consent

Data Sharing

We do not sell, trade, or share your personal information with third parties, except where required to fulfil your order (e.g. a delivery partner) or where required by South African law.

POPIA Compliance

Nora processes your personal information in accordance with the Protection of Personal Information Act 4 of 2013 (POPIA). You have the right to access, correct, or request deletion of your personal data at any time.

Data Security

We take reasonable steps to protect your personal information against unauthorised access, loss, or misuse. Our website uses SSL encryption for all transactions.

Your Rights

You may request access to, correction of, or deletion of your personal information at any time by contacting us. We will respond within 10 business days.

Cookies

Our website uses cookies to improve your browsing experience and track basic analytics. You may disable cookies in your browser settings, though this may affect certain site functionality.