Last updated: 16 August 2026
At Thabseki Bakery, we want every customer to receive fresh, quality products and excellent service.
Because our products are primarily freshly baked and perishable food products, returns and refunds are handled differently from ordinary non-perishable retail goods.
This policy applies to purchases made through the Thabseki Bakery online store.
1. Fresh and Perishable Products
Our bread, rolls, buns, cakes, pastries and other freshly baked food products are perishable and are intended to be consumed within an appropriate period after purchase.
For health, safety and quality reasons, we generally cannot accept the return of fresh or perishable food products simply because a customer has changed their mind.
This does not affect any rights a customer may have where a product is defective, unsafe, damaged, incorrect, or does not comply with the order or applicable consumer protection law.
2. Checking Your Order
Customers should check their order as soon as reasonably possible after collection or delivery.
If there is a problem with your order, please contact us as soon as possible and provide:
- Your order number;
- Your name and contact details;
- A description of the problem; and
- Photographs where appropriate.
This allows us to investigate the matter quickly and provide an appropriate solution.
3. Incorrect or Missing Products
If you receive an item that is different from what you ordered, or an item is missing from your order, please contact us as soon as possible.
After confirming the issue, Thabseki Bakery may, where appropriate:
- Provide the correct product;
- Provide the missing product;
- Replace the affected product; or
- Provide an appropriate refund.
4. Damaged Products
If your product arrives damaged or is damaged before you receive or collect it, please contact us as soon as possible.
Where appropriate, we may request photographs or other information to help us establish what happened.
If the product is confirmed to have been damaged before acceptance by the customer, we will work with the customer to provide an appropriate remedy.
5. Product Quality Problems
If you believe that a product is defective, unsafe, spoiled, or otherwise not of the quality reasonably expected, please contact us immediately.
Please keep the affected product available where reasonably possible, as we may need to inspect it or obtain further information.
Depending on the circumstances and applicable consumer law, the appropriate remedy may include a replacement, repair where applicable, or refund.
6. Order Cancellations
Online orders are prepared specifically for customers and some products may be prepared shortly after an order is received.
If you need to cancel an order, please contact Thabseki Bakery as soon as possible.
Where an order has not yet been prepared, we will try to accommodate the cancellation.
Where an order has already been prepared, is ready for collection, has been dispatched, or involves specially prepared or personalised products, cancellation may not be possible in every circumstance.
Any cancellation rights provided by applicable South African consumer law remain unaffected.
7. Special and Custom Orders
Specially prepared, personalised or custom orders may require advance preparation and may not be capable of being cancelled once production has started.
Customers should contact us as soon as possible if they need to change or cancel a special order.
Any rights available to the customer under applicable law remain unaffected.
8. Refunds
Where a refund is approved, the refund will generally be made using the original payment method where reasonably possible.
The time required for the refund to appear in the customer’s account may depend on the payment provider or bank.
Thabseki Bakery will not use this policy to exclude or limit any consumer rights that cannot lawfully be excluded or limited.
9. Collection Orders
For orders selected for collection, customers should check their order when collecting it and raise any obvious problem with the bakery as soon as possible.
If an issue cannot reasonably be identified at collection, please contact us as soon as the problem becomes apparent.
10. Delivery Orders
For delivered orders, customers should check the order when it arrives.
If an item is missing, incorrect, damaged or there is another problem with the order, please contact Thabseki Bakery as soon as reasonably possible.
We may ask for photographs or other information to assist with resolving the issue.
11. Proof of Purchase
We may require proof of purchase before processing a refund, replacement or other remedy.
This may include:
- Your online order number;
- Your order confirmation email;
- Your payment confirmation;
- Your receipt; or
- Other reasonable information that allows us to identify the transaction.
12. Consumer Rights
Nothing in this policy is intended to remove, restrict or limit any rights that a consumer has under applicable South African consumer protection law.
Where a product does not comply with the requirements of applicable law, the customer’s statutory rights will apply.
13. Contact Us
If you have a question about an order, cancellation, refund or product issue, please contact:
Thabseki Bakery
Mohautse Group T/A Thabseki Bakery
51 Carnarvon Street
Cathcart, Eastern Cape, 5310
South Africa
Email: thabsekibakery@gmail.com
Please include your order number where possible so that we can assist you more quickly.