Shipping, Delivery & Refund Policy

Dunk Bakery (Pty) Ltd

At Dunk Bakery, we pride ourselves on handcrafted, carefully packed biscuits and rusks. Because our products are perishable and fragile, we have outlined the following shipping and refund terms.

 

1. Order Processing & Turnaround Time

All orders are freshly prepared and packed upon receipt. While we will always endeavour to get your order to you as soon as possible, please use the following as a guideline:

  • Cape Town orders: Dispatched within 5 working days
  • Orders to other cities/towns in South Africa: Dispatched within 10 working days

Please note:

  • “Working days” exclude weekends and public holidays.
  • During peak seasons (Easter, Christmas, Valentine’s Day, corporate gifting periods), dispatch times may be slightly longer. Customers will be notified if there are delays.

Once your order has been dispatched, you will receive a notification from our courier (where applicable).

2. Delivery

We use trusted third-party courier services to deliver nationwide across South Africa.

  • Delivery timelines depend on your location and the courier network.
  • Dunk Bakery is not responsible for delays caused by the courier company, weather conditions, strikes, or circumstances beyond our control.
  • It is the customer’s responsibility to ensure that the delivery address and contact details are correct at checkout.

If an incorrect address is supplied and the parcel is returned to us, additional shipping fees will apply for re-delivery.

 

3. Product Care Upon Delivery

Our biscuits are delicate and handmade. Once delivered:

  • Please inspect your order immediately.
  • Store in a cool, dry place away from direct sunlight.
  • Follow any specific storage instructions included with your order.

We cannot be responsible for damage caused after delivery due to improper handling or storage.

4. Damaged or Incorrect Orders

We take great care in packaging our products securely. However, if your order arrives:

  • Damaged
  • Broken
  • Incorrect
  • Incomplete

You must:

  1. Contact us within 24 hours of receiving your parcel
  2. Send clear photographs of:
  • The outer packaging
  • The inner packaging
  • The damaged products
  1. Send images via WhatsApp to: 067 047 3779
  2. Include your order number in your message

Failure to report damage within 24 hours may result in your claim not being accepted, as we are unable to investigate courier-related damage after this period.

 

5. Refunds & Replacements

If your claim is approved, Dunk Bakery may, at our discretion:

  • Replace the damaged products, or
  • Issue a partial refund for the damaged items, or
  • Issue a full refund if the entire order is compromised

Refunds will be processed via the original payment method within 5–10 working days after approval.

We do not offer refunds or exchanges for:

  • Change of mind
  • Incorrect product selection by the customer
  • Minor cosmetic imperfections that do not affect the quality or taste
  • Delays caused by couriers beyond our control

 

6. Perishable Goods

As our products are food items with a limited shelf life:

  • We do not accept returns of opened products.
  • We cannot resell returned food products.
  • Returns will only be considered in cases of verified damage or quality issues.

 

7. Cancellation Policy

Orders may be cancelled within 24 hours of placing the order, provided production has not yet begun.

If production has started, cancellation may not be possible.

Refunds for approved cancellations will be processed within 5–10 working days.

 

8. Contact Us

For any shipping or refund queries, please contact:

Email: admin@dunkbiscuits.co.za
WhatsApp: 067 047 3779
Website: www.dunkbiscuits.co.za

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