Refund policy

RETURNS & REFUNDS POLICY

Last updated: 25 March 2026

We’re serious about quality. Every HiLo product is made and packed with care,  but
if there’s ever an issue with your order, we’ll do our best to make it right.

1. NATURE OF OUR PRODUCTS

High Protein Puddings (chilled product)

  • Our High Protein Puddings are a chilled, ready-to-eat product and require refrigeration.
  • We do not accept returns once delivery has been completed.
  • Customers are responsible for refrigerating the product immediately upon delivery.

High Protein Milks (shelf-stable product)

  • Our High Protein Milks are shelf-stable, ready-to-drink products.
  • Returns are not accepted once opened.
  • If unopened and in original condition, issues will be assessed in line with the conditions below.

2. NON REFUNDABLE SITUATIONS

We do not offer refunds or returns for:

  • Change of mind
  • Personal taste preferences
  • Failure to refrigerate puddings after delivery
  • Improper storage of products
  • Incorrect delivery information provided by the customer
  • Courier delays or events outside our control

3. SPOILED, DEFECTIVE OR DAMAGED PRODUCTS

If your order arrives spoiled or damaged, please notify us within 24 hours of
delivery.
To help us investigate and resolve your issue, please include:

  • A clear photo of the product in its original packaging
  • A clear photo of the batch number (printed on the side or bottom of the
    cup)
  • A brief description of the issue
  • Your order number

Send all of this to:

We’ll review the issue and, if eligible, offer a replacement or partial refund,
depending on the situation.

 

OUR RIGHT TO REFUSE REFUNDS

We reserve the right to decline refund or replacement requests:

  • Required evidence is missing or unclear
  • The product was not stored correctly after delivery
  • The product has been opened (for milk) without a valid quality issue
  • The issue is unrelated to product quality
  • The claim is submitted more than 24 hours after delivery

DELIVERY RESTRICTIONS

High Protein Puddings are only delivered within Gauteng and Cape Town due to cold chain requirements.

Orders placed outside these areas will be cancelled and refunded for our High Protein Pudding items.

NEED HELP?

We genuinely care about your experience.

If you have questions, reach out to us at:

Email: