REFUND POLICY
REFUND POLICY
REFUND POLICY
1. What this covers
This is our Refund Policy for all baked goods and products sold by Guiltless Delights. Read it together with our Terms and Conditions and Cancellation Policy.
2. Why we don't do “changed my mind” refunds
Everything we sell is fresh, made to order, and perishable. South African law specifically excludes food like this (and anything made to a customer's specification) from the usual online “change of mind” return right. So once your order is confirmed and baked as described, we can't take it back just because you've changed your mind.
That said, this doesn't take away your other rights below — those still apply in full.
3. When you ARE entitled to a refund, replacement, or repeat
You're entitled to choose a repair, replacement, or refund if:
what we delivered is defective, unsafe, or poor quality;
it doesn't match what you ordered (wrong item, missing item, or the dietary spec is wrong — e.g. you ordered gluten-free and didn't receive gluten-free); or
it doesn't reasonably match a custom order you placed.
Because our products are perishable, please report freshness or quality issues quickly (see below) so we can actually verify and fix them.
4. What's not covered
Changing your mind after your order has been confirmed and is being baked.
Products that weren't stored correctly after delivery (left out of the fridge when refrigeration was recommended, or kept past the recommended shelf life).
A reaction to an ingredient we clearly listed in the product description — please check ingredient lists if you have allergies beyond our standard gluten-free, keto, vegan, or vegetarian categories.
Small, normal variation in appearance between handmade items — that's not a defect.
5. How to report a problem
WhatsApp us on +27 65 626 3502 within 24 hours of delivery for freshness/quality issues, or as soon as you can for other problems.
Include your order reference, what's wrong, and clear photos.
We'll get back to you within 5 business days.
6. What you get if your claim is upheld
A free replacement of the affected item; or
Store credit for a future order; or
A refund for that item.
Refunds go back to however you paid (PayFast reversal or EFT) within 7–10 business days. We won't refund delivery fees if the products themselves arrived as ordered.
7. If it's our mistake
Wrong item, missing item, or your order doesn't match what we confirmed — we fix it at our cost, including reasonable re-delivery. That's a right you have, not something we're doing you a favour by offering.
8. Still not happy?
You can take an unresolved complaint to the National Consumer Commission (www.thencc.gov.za) or a relevant consumer ombud.
9. Contact
WhatsApp: +27 65 626 3502
Email: guiltlessdelights1@gmail.com
Internal note: this policy is built around CPA ss55/56 (defective/misdescribed goods, non-waivable) and ECT Act s42(2) (perishable/made-to-order exclusion from the general cooling-off right). Full citations kept in the working file, not the customer copy.
1. What this covers
This is our Refund Policy for all baked goods and products sold by Guiltless Delights. Read it together with our Terms and Conditions and Cancellation Policy.
2. Why we don't do “changed my mind” refunds
Everything we sell is fresh, made to order, and perishable. South African law specifically excludes food like this (and anything made to a customer's specification) from the usual online “change of mind” return right. So once your order is confirmed and baked as described, we can't take it back just because you've changed your mind.
That said, this doesn't take away your other rights below — those still apply in full.
3. When you ARE entitled to a refund, replacement, or repeat
You're entitled to choose a repair, replacement, or refund if:
what we delivered is defective, unsafe, or poor quality;
it doesn't match what you ordered (wrong item, missing item, or the dietary spec is wrong — e.g. you ordered gluten-free and didn't receive gluten-free); or
it doesn't reasonably match a custom order you placed.
Because our products are perishable, please report freshness or quality issues quickly (see below) so we can actually verify and fix them.
4. What's not covered
Changing your mind after your order has been confirmed and is being baked.
Products that weren't stored correctly after delivery (left out of the fridge when refrigeration was recommended, or kept past the recommended shelf life).
A reaction to an ingredient we clearly listed in the product description — please check ingredient lists if you have allergies beyond our standard gluten-free, keto, vegan, or vegetarian categories.
Small, normal variation in appearance between handmade items — that's not a defect.
5. How to report a problem
WhatsApp us on +27 65 626 3502 within 24 hours of delivery for freshness/quality issues, or as soon as you can for other problems.
Include your order reference, what's wrong, and clear photos.
We'll get back to you within 5 business days.
6. What you get if your claim is upheld
A free replacement of the affected item; or
Store credit for a future order; or
A refund for that item.
Refunds go back to however you paid (PayFast reversal or EFT) within 7–10 business days. We won't refund delivery fees if the products themselves arrived as ordered.
7. If it's our mistake
Wrong item, missing item, or your order doesn't match what we confirmed — we fix it at our cost, including reasonable re-delivery. That's a right you have, not something we're doing you a favour by offering.
8. Still not happy?
You can take an unresolved complaint to the National Consumer Commission (www.thencc.gov.za) or a relevant consumer ombud.
9. Contact
WhatsApp: +27 65 626 3502
Email: guiltlessdelights1@gmail.com
Internal note: this policy is built around CPA ss55/56 (defective/misdescribed goods, non-waivable) and ECT Act s42(2) (perishable/made-to-order exclusion from the general cooling-off right). Full citations kept in the working file, not the customer copy.