Our Policy

Belgian Baked specialises in handmade, freshly baked Belgian waffles and biscuits. Due to the perishable nature of our food products, all sales are final. We do not offer refunds or accept returns as a general rule. By placing an order with us, you acknowledge and accept this policy.

This policy is in accordance with the Consumer Protection Act (No. 68 of 2008), which recognises that perishable goods are exempt from the standard cooling-off period and return provisions applicable to other consumer goods.

Exceptions

While we maintain a strict no-refund and no-return policy, we understand that exceptional circumstances may arise. We may consider a remedy on a case-by-case basis in the following situations:

  • Damage during delivery: If your order arrives visibly damaged as a result of the delivery process, you must notify us within 24 hours of receiving the order. Photographic evidence of the damage is required.
  • Incorrect order: If you receive products that differ materially from what you ordered, please contact us within 24 hours of delivery with your order details and photographs.
  • Quality concern: If there is a demonstrable quality issue that renders the product unfit for consumption (not related to personal taste or preference), contact us within 24 hours with photographic evidence.

In all cases, the determination of whether a refund, replacement, or other remedy is appropriate rests solely with Belgian Baked. We will assess each situation individually and in good faith.

What Is Not Covered

To be clear, the following do not qualify for a refund or return:

  • Change of mind after an order has been placed or delivered
  • Dissatisfaction based on personal taste or flavour preference
  • Natural variations in the appearance, shape, or size of handmade products
  • Orders left unattended or uncollected at the agreed delivery point
  • Products that have been stored incorrectly after delivery
  • Allergic reactions where ingredient and allergen information was made available prior to purchase

Order Cancellations

If you wish to cancel an order, please contact us as soon as possible at orders@belgianbaked.co.za or 076 034 6921. Cancellation requests will only be accepted if the order has not yet entered preparation. Once preparation has begun, the order cannot be cancelled and no refund will be issued, as ingredients will have already been committed to your order.

How to Report an Issue

If you believe your order qualifies for an exception under this policy, please contact us within 24 hours of receiving your order:

  • Email: orders@belgianbaked.co.za
  • Phone: 076 034 6921
  • Hours: Monday to Friday, 09:00 to 17:00

When contacting us, please include:

  1. Your order number
  2. A description of the issue
  3. Clear photographs showing the problem
  4. The date and time of delivery

We will review your claim and respond within 2 business days. If a refund is approved, it will be processed to the original payment method within 7 to 10 business days.

Consumer Protection Act

This policy is drafted in compliance with the Consumer Protection Act (No. 68 of 2008). Section 20(2)(b) of the Act specifically excludes perishable goods from the right to return goods within the cooling-off period. Nothing in this policy is intended to limit any rights you may have under the Act where those rights cannot be lawfully excluded.

Effective date: 8 May 2026