Our Policy
Returns & Refunds
Everything we make is fresh food, made to order. This page explains plainly what we can and can't do if something isn't right.
Last updated: 7 October 2026
The Short Version
Sweetmeats are a perishable food product, so we can't accept returns once an order has been delivered or collected. But if something is genuinely wrong with your order, tell us and we'll make it right — replacement or refund.
Why We Can't Accept Returns
Because our products are unpackaged fresh food, once they've left our kitchen we have no way to verify how they've been stored or handled. Re-selling or re-using food that has been out of our control isn't safe, and we won't do it. This is standard for all fresh food producers.
This doesn't mean you're stuck with a bad order. It just means we handle problems by fixing or refunding, rather than taking food back.
When We Will Refund or Replace
We'll make it right if:
- Your order is not what you ordered — wrong varieties, wrong box size.
- Your order is damaged or spoiled when it reaches you.
- Your order doesn't arrive at the agreed time, or arrives at the wrong place.
- Your order is short — fewer pieces than you paid for.
- Something is wrong with the quality — and we'll be honest with you about what we find.
For catering and function orders, we'll agree the remedy with you directly. A problem with a large order usually can't be fixed with a simple refund, and we'd rather work out what actually helps.
How to Raise a Problem
- Contact us within 24 hours. Message 062 792 2489 or 083 882 3281. For fresh food, problems need to be raised quickly — we can't assess something a week later.
- Send a photo. A photo of the issue helps us enormously and lets us fix it faster. It also helps us work out whether the problem was ours or in transit.
- Give us your order details. The name the order was placed under, the date, and what you ordered.
- We'll respond. We'll get back to you as quickly as we can and tell you what we're going to do.
When We Can't Refund
To be fair to you as well as to us, we can't refund when:
- The problem is reported more than 24 hours after delivery or collection.
- The order was stored incorrectly — left in heat or direct sun, which spoils sweetmeats quickly.
- You've changed your mind about a fresh food order that was made correctly.
- The order was made to your specification — for example a custom cake or a specific variety selection — and matches what you asked for.
- The order was not collected at the agreed time without prior arrangement.
None of this removes any right you have under the Consumer Protection Act (No. 68 of 2008). Where the law gives you a stronger right than this policy, the law applies.
Cancellations
Because everything is made to order, what we can do about a cancellation depends on how far along we are:
- Before we've started: full refund, no problem.
- After we've started or bought ingredients: we may not be able to refund in full. We'll tell you honestly what it costs us and work something out.
- Catering, functions and weddings: please cancel as early as possible. Deposits and cancellation terms will be agreed in writing when you book.
Refund Method and Timing
Refunds are paid back the same way you paid — cash or EFT. We'll agree the amount and timing with you when we resolve the problem. For EFT refunds, please allow a few working days for the money to reflect.
Allergies and Ingredients
Please tell us about any allergies when you order. Our products are made in a home kitchen that handles nuts, dairy, wheat and other allergens. We cannot guarantee that any product is free from traces of allergens, and we'd rather warn you clearly than have you take a risk.
If you have a serious allergy, please discuss it with us before ordering so you can make an informed decision.