Refund policy

RETURNS POLICY

HOTBAKE SYSTEMS PROPRIETARY LIMITED
T/A HOTBAKE

March 2021


1 INTRODUCTION

1.1 Thank you for your purchase and for considering Hotbake Systems Proprietary Limited t/a Hotbake with registration number 1969/014691/07 ("the Company" and/or "Hotbake"). We trust that you are happy with your purchase.

1.2 As a valued customer, we shall at all times provide you with the best customer service and ensure that all your rights in terms of the Consumer Protection Act 68 of 2008 ("the CPA") together with any other applicable laws are protected. However, if you are not completely satisfied with your purchase for any reason, you may return the product to us and we will either replace it or credit your account subject to the terms set out below. This policy applies to products bought from Hotbake.

1.3 This policy forms part of the Hotbake Terms and Conditions and the words defined in the Terms and Conditions have the same meaning in this policy unless the context indicates otherwise. This policy applies to all products purchased online.

2 REQUEST FOR RETURN/EXCHANGE

We have a 24 (twenty four) hour return policy, which means you have 1 day (24 hours) after receiving your item, to request a return.

2.1 As a valued customer, if you feel that the product(s) you received is defective an email should be sent (within 12 (twelve) hours of receipt of the product) to our Customer Care department at zlambert@hotbake.co.za with your order number, a description of your complaint, as well as pictures of the product and the label. You can also contact us on +27 11 429 4000 to raise a complaint and request a return.

2.2 If we accidentally prepared the wrong product for you, or if the product is not as described on the Website, please notify us by sending an email to zlambert@hotbake.co.za, and we will gladly replace the product at no charge.

2.3 Refunds and/or exchanges will only be considered should a product be found defective by our Quality Assurance department. A minimum of 50% of the product will need to be returned in its original packaging to be investigated.

2.4 Should a product investigated by the Quality Assurance department be found defective after receiving a complaint, we will provide the correct product to you as soon as possible(if the correct product is available) or a refund will be granted within 48 (forty eight) working hours on normal business days, or credit your account.

2.5 Once a complaint has been lodged with our Customer Care department, our delivery vehicle will be dispatched to collect the defective product and replace with another product, provided that all relative information is provided, and that the product meets our requirements for replacement.

2.6 If at any time you decide to return a product to one of our stores, then transport fees will not be reimbursed and travelling will be at your own cost.

2.7 When delivering our products, vehicle temperatures are taken to ensure that the product is delivered at the correct temperature. Should any temperature abuse occur after delivery then the product will not be replaced or refunded.

2.8 Note: Certain types of items cannot be returned, like perishable goods (such as prepared food) and custom products (such as special orders or personalised items). Please get in touch if you have any questions or concerns about your specific item by sending an email to zlambert@hotbake.co.za.

3 REFUNDS

3.1 Once we have inspected the returned goods and validated your return, we will refund you your money in the same manner in which you purchased from Hotbake.

3.2 Please note that we only refund to the payment method that you originally used – i.e. payment by credit card will only be refunded to the same credit card, payment by Instant EFT or any other method will be refunded to your nominated bank account. Please remember, it can take some time for your bank or credit card company to process and post the refund too. We have no control over these time periods and you are advised to keep up to date with your bank or credit card companies refund periods.

4 INCORRECT OR DAMAGED ITEMS AT DELIVERY

4.1 In the event of a good delivered to you being incorrect, kindly send an email to our Customer Care Department at customerservice@hotbake.co.za to allow us to arrange for collection of the incorrect good at no charge. Once collected, we will then assess the incorrect good dispatch and once satisfied, we will deliver the correct goods purchased, if such correct product is available, if not, we will refund you with the purchase price of the goods in the same manner in which it was purchased.

4.2 If you return a product that does not comply with this Returns policy, you may be liable to reimburse Hotbake for the cost of collecting the product from you and the cost of having the product returned to you.

5 MISCELLANEOUS

5.1 For all online purchases, cash on delivery is not a method of payment. All delivery charges are charged upfront on finalisation of the sale.

5.2 This Returns policy may be updated from time to time without notice to you. It is your responsibility to keep updated with the latest Returns policy.

5.3 Any complaints in terms of this Returns policy must be directed to our Customer Care Department: at zlambert@hotbake.co.za.

6 LAST MODIFIED

Last modified March 2021.