Returns & Refund Policy

RETURNS & REFUNDS POLICY

Last Updated: 13 June 2026

1. Overview

At The Bottled Baker, we take pride in the quality of our products and strive to ensure that every order arrives in excellent condition.

Due to the nature of food products, our returns and refund policy differs from that of non-perishable goods. Please read this policy carefully before placing an order.

2. Returns Eligibility

For health, safety, and quality control reasons, we do not accept returns of food products that have been opened, used, consumed, or improperly stored after delivery.

Returns may only be considered under the following circumstances:

• The incorrect product was supplied.
• The product arrived damaged.
• The product is defective.
• The product has passed its expiry date at the time of delivery.
• The product is materially different from what was ordered.

Any return request must be submitted within 7 days of receiving your order.

3. Non-Returnable Items

The following items cannot be returned or refunded:

• Opened food products.
• Products that have been partially used or consumed.
• Products damaged due to improper storage after delivery.
• Products purchased on clearance, promotion, or marked as non-returnable.
• Products where dissatisfaction relates solely to personal taste preferences.

4. Damaged or Defective Products

If your order arrives damaged or defective, please contact us within 48 hours of delivery.

To assist with your claim, please provide:

• Your order number.
• A description of the issue.
• Clear photographs of the product and packaging.
• Any additional information we may reasonably request.

Failure to report damage within 48 hours may affect our ability to process your claim.

5. Incorrect Orders

If you receive an incorrect item, please notify us within 7 days of delivery.

Once the error has been verified, we may arrange:

• A replacement product;
• A store credit; or
• A refund.

The remedy offered will be determined at our discretion and in accordance with applicable consumer protection laws.

6. Refunds

Where a refund is approved, the refund will be processed using the original payment method where possible.

Refunds may take 5–10 business days to reflect, depending on your bank or payment provider.

Shipping fees are generally non-refundable unless:

• The wrong product was supplied;
• The product was defective; or
• The error was caused by The Bottled Baker.

7. Exchanges

Exchanges are only offered where:

• An incorrect product was supplied;
• The product arrived damaged; or
• The product is defective.

We do not offer exchanges based on personal preference or changes of mind.

8. Lost Packages

If a courier confirms that a package has been lost in transit, The Bottled Baker may, at its discretion:

• Dispatch a replacement order; or
• Issue a full refund.

Claims for lost packages will be investigated in conjunction with the courier company before any resolution is provided.

9. Consumer Rights

Nothing in this policy limits or excludes any rights afforded to consumers under the South African Consumer Protection Act, 2008 (CPA).

Where applicable, customers will be entitled to remedies provided by law.

10. Contact Information

For all return, exchange, refund, or product quality enquiries, please contact:

The Bottled Baker

Email: sales@thebottledbaker.com

Phone: 064 900 7711

Website: www.thebottledbaker.co.za

Please include your order number in all correspondence to assist us in resolving your enquiry promptly.