Refund and Returns Policy – Prime Diamond Group

PDG Farm (Prime Diamond Group): Return & Refund Policy

Last Updated: April 12, 2026

For the health and safety of our farm and our customers, the following rules apply to all livestock:

Inspection at Point of Sale: Customers are required to inspect all livestock at the time of collection or delivery. Acceptance of the animals signifies they are in good health and meet the agreed-upon description.
Biosecurity Restriction: For public health and safety reasons (as permitted by Section 20 of the CPA), we do not accept returns of live animals once they have left PDG Farm premises. This prevents the introduction of external diseases (like Bird Flu or RHDV) back into our environment.
Short-term Mortality: If an animal passes away within 24 hours of delivery, and PDG Farm provided the transport, we will offer a replacement or credit, provided clear photographic evidence or a veterinary report is submitted immediately.

Quality Standards: We stand by the grade of our grains. If the product is found to be defective (e.g., presence of mold, significant infestation, or moisture levels above industry standards), you have the right to return it.
Claim Window: Claims regarding grain quality must be made within 48 hours of receipt.
Handling Fee: Per standard industry practice, returns for reasons other than a defect (e.g., ordering the wrong grade) may be subject to a 15% handling and restocking fee.

Pre-Orders: Because livestock requires specific feed and medication cycles, cancellations of bulk broiler or rabbit orders made less than 7 days before the collection date will forfeit the deposit to cover maintenance costs.
Bulk Grains: Orders can be cancelled at any time before the vehicle is dispatched from our Ficksburg or Rosendal facilities.

Method: All approved refunds will be paid via EFT into a South African bank account in the name of the purchaser. For security and POPIA compliance, we do not issue cash refunds.
Timeline: Refunds are typically processed within 7 business days after the claim is verified.

We cannot offer refunds or returns in the following cases:

Animal losses due to improper housing, feeding, or heat stress at the customer’s facility.
Grain spoilage caused by improper storage after delivery (e.g., silos that are not waterproof).
Goods that have been altered or combined with other products.

Management Office: Zone 4, Meqheleng, Ficksburg

Email: [Insert Support Email]

Official Market Liaison: OVK Ficksburg (for formal market disputes)

The “High-Contrast” Sign: If you have a physical point-of-sale at the farm, print a simplified version of this policy in bold neon green or high-contrast black/white and post it at the gate.
POPIA Awareness: When collecting customer details for an EFT refund, ensure they know you are only using that data for the transaction and will delete it once the audit period is over.
Delivery Notes: Always have customers sign a “Quality Accepted” delivery note. This is your best defense against claims made days later after an animal has been exposed to a different environment.