🍫 We take pride in the quality of every box we send. If something goes wrong on our end, we will make it right.
✅ When You Are Eligible for a Refund
We will issue a full refund or replacement in the following situations:
- Late Delivery: If your order takes more than 5 days to reach you from the date of dispatch, you are eligible for a full refund
- Damaged Product: If the brownie pieces inside the box are damaged, crushed, or in an unacceptable condition upon arrival, you are eligible for a replacement or refund
- Wrong Order: If you receive an incorrect product or quantity, we will replace it immediately
❌ When You Are NOT Eligible for a Refund
The following situations do not qualify for a refund:
- Damaged Outer Box Only: If the outer gift box is dented, scratched, or slightly collapsed during transit but the brownie pieces inside are intact and undamaged, this does not qualify for a refund
- Change of mind after the order is confirmed and production has begun
- Incorrect delivery address or contact details provided by the customer
- Delivery delays caused by customer unavailability for receipt
📌 Key point: If the box is damaged but the brownies inside are perfectly fine — this does NOT qualify for a refund. If the brownies themselves are damaged or unacceptable — this DOES qualify for a refund or replacement.
📸 Evidence Required for Refund Claims
To process any refund or replacement claim, we require the following as proof:
- Both photo AND video evidence of the damaged or unacceptable product
- Evidence must be submitted within 24 hours of receiving your delivery
- Photos/videos must clearly show the condition of the product upon opening
- We reserve the right to reject claims without sufficient evidence
⏱️ How to Submit a Refund Claim
If you believe you are eligible for a refund or replacement, please follow these steps:
- Contact us within 24 hours of receiving your order
- Send your photo and video evidence via WhatsApp to 0722 002 375
- Include your order number and the reason for your claim
- We will review your claim and respond within 24 hours
💰 Refund Processing
- Approved refunds will be processed within 3 to 5 business days
- Refunds are issued to the original payment method used at checkout
- We may offer a replacement box instead of a monetary refund at our discretion
🚫 Cancellations
Orders can be cancelled for a full refund within 2 hours of placing the order, provided production has not yet begun. Once production has started, cancellations are not possible as the brownies are being freshly baked specifically for your order.
📞 Contact Us
For any refund or return queries, please reach us at:
- 📞 Phone / WhatsApp: 0722 002 375
- ✉️ Email: contact@dessertly.shop