Refund & Returns Policy

Effective Date: 5 October 2024
Website: wilmariscakesbakes.com
Business Name: Wilmari’s Cakes and Bakes
Email: wilmari.cakes@gmail.com
Address: 27 El Dorado Crescent, Brackenfell, South Africa

At Wilmari’s Cakes and Bakes, we take pride in providing high-quality cakes, cookies, and decorating services. We aim to ensure that every customer is satisfied with their purchase. However, if there is a need for a return or refund, we have outlined a fair and easy process for you.

1. Return and Refund Eligibility

Due to the perishable nature of our products, we have specific policies regarding refunds and returns:

  • Non-returnable items: All cakes, cookies, and edible items are non-returnable after delivery or pickup.
  • Refunds for damaged products: We will offer refunds for products that are damaged during delivery or if they do not meet the agreed-upon order details (e.g., incorrect flavor, design, or size).
  • Refunds for incorrect orders: If we deliver the wrong product (e.g., wrong flavor, design), you are eligible for a refund or replacement.

2. How to Initiate a Return or Refund Request

To request a refund or report an issue with your order, please follow these steps:

  1. Contact Us Promptly:
    Please email us at wilmari.cakes@gmail.com within 24 hours of receiving your order, including the following details:
    • Your full name and contact information
    • Order number
    • A brief description of the issue
    • Photos of the damaged or incorrect product (if applicable)
  2. Assessment:
    Once we receive your request, we will review it and assess whether the product qualifies for a refund. This process typically takes up to 2 business days.
  3. Refund/Resolution:
    • If your request is approved, we will offer one of the following resolutions:
      • Refund: You will be refunded to the original payment method within 7 business days.
      • Replacement: We will arrange for a replacement to be made and delivered to you, subject to availability.
    • If we determine that the issue does not qualify for a refund, we will notify you with an explanation.

3. Non-refundable Situations

We cannot offer refunds in the following situations:

  • If the product was consumed or discarded before notifying us of the issue.
  • If you simply change your mind after delivery or pickup.
  • If you provide incorrect delivery information, leading to failed delivery or damage.
  • If products are stored improperly after delivery (e.g., not refrigerated when required).

4. Cancellation Policy

4.1. Standard Orders:

  • Cancellations within 24 hours of placing the order: You may cancel your order for a full refund by contacting us via email at wilmari.cakes@gmail.com.
  • Cancellations after 24 hours: Cancellations made after the 24-hour period are subject to a 15% cancellation fee to cover preparation costs.

4.2. Custom Orders:

  • Custom or large event orders (e.g., wedding cakes, themed cookies) require a deposit of 50% to secure your booking.
  • Deposits for custom orders are non-refundable if canceled within 7 days of the event.

5. Fees and Costs

  • Shipping Fees: Delivery fees are non-refundable, except when the product is damaged during transit or the wrong product is delivered.
  • Return Shipping Costs: If a return is required due to an incorrect order or damage, we will cover the return shipping costs.

6. Timeframes for Refunds

If your refund request is approved, you can expect:

  • Refund Processing Time: Refunds will be processed to the original payment method within 7 business days of approval.
  • Please note that it may take additional time for the refund to reflect in your account, depending on your bank or payment provider.

7. Contact Information for Customer Support

If you have any questions about our Refunds and Returns Policy or need further assistance, feel free to reach out to us: