Refund Policy

Refund, Shipping & Delivery Policy – Ouma Bets Gebak

At Ouma Bets Gebak, we take great care in preparing, packaging, and dispatching freshly baked goods. Due to the nature of our products, all sales are final.

By placing an order on our website, you acknowledge that you have read, understood, and agreed to our Shipping, Delivery, and Refund Policies.

Refund Policy

No Refunds

We do not offer refunds or exchanges under any circumstances, including but not limited to:

  • Change of mind
  • Orders placed incorrectly
  • Failure to read or understand our policies before ordering
  • Missed or delayed delivery dates
  • Incorrect or incomplete delivery details provided by the customer
  • Courier delays once the order has left our premises
  • Products not meeting personal taste, preference, or expectation

All orders are prepared fresh and specifically for each customer. For food safety and hygiene reasons, refunds and returns are not possible.

Defective or Incorrect Orders

If you believe there is an issue with your order (for example, a missing item or incorrect item packed), we are happy to investigate. This does not guarantee a refund, replacement, or credit.

To submit a query, you must contact us within 24 hours of delivery and provide all of the following:

  • Clear photographic proof of: The Product, The inside and outside of the packaging, The packing slip, The courier waybill sticker.
  • Order details, including: Order Number, Order Date and Best Before Dates, etc. Any additional information that might help the case.
  • A clear written explanation of the issue

All details must be emailed to info@oumabetsgebak.co.za.
Incomplete submissions will not be reviewed.

Our contact information: Contact Us

Courier & Delivery Policy

Door-to-Door Courier Only

All orders are shipped door-to-door via a third-party courier service: The Courier Guy (or in some cases others)

Once an order has been handed over to the courier:

  • Delivery timelines are estimates only
  • Ouma Bets Gebak has no control over courier delays, routing, or handling
  • Courier-related delays or issues are outside of our responsibility

Incorrect Address

Customers are responsible for ensuring that the delivery address provided at checkout is accurate and complete.

We are not responsible for:

  • Incorrect or incomplete addresses
  • Address changes requested after dispatch
  • Failed or delayed deliveries due to address errors
  • Additional courier costs resulting from incorrect details

Any additional charges or losses resulting from incorrect delivery information will be for the customer’s account.

Damaged Products in Transit

We take extreme care when packaging all orders. However, once an order leaves our premises, we are not responsible for damage caused during transit.

We do not offer refunds, replacements, or exchanges for products damaged by the courier.

Order Cancellations

Once an order has been placed, it cannot be cancelled.

Orders are prepared, scheduled, and allocated immediately after checkout. For this reason, we do not allow cancellations after an order is placed.

Cancellation requests will only be considered at our sole discretion and only if deemed reasonable, provided that:

  • The order has not yet been prepared, packed, or scheduled for dispatch
  • The request is made immediately after placing the order

Approval of a cancellation is not guaranteed.
If a cancellation is approved, this does not automatically entitle the customer to a refund, credit, or replacement

Please note: In the event of a cancellation, a cancellation fee will be applied to cover administrative and payment processing costs.

Additional Important Notes

  • We are not responsible for delays caused by public holidays, load shedding, weather conditions, strikes, or courier operational issues
  • We are not responsible for parcels left unattended after delivery
  • We are not responsible for products affected by incorrect storage after delivery
  • By placing an order, you accept all risks associated with courier delivery of perishable baked goods

By placing an order with us, you agree to the terms outlined in this policy.

Ouma Bets Gebak reserves the right to amend, update, or change these policies at any time without prior notice. The version displayed on our website at the time of placing an order will apply to that order.