Refund Policy

 

1. INTRODUCTION

At IBV Privé Online Bakery (“we”, “us”, “our”), we pride ourselves on crafting premium, freshly prepared baked goods using only the finest ingredients.
Due to the handcrafted and perishable nature of our goods, refunds and returns are handled in strict accordance with this policy.

2. GENERAL POLICY

All our products are made-to-order and prepared with the utmost care.
Once an order has been collected or delivered, we do not accept returns, exchanges, cancellations, or offer refunds — except in cases where products are defective, incorrect, or not as described.

3. QUALITY ASSURANCE

3.1. When You May Request a Review

If you receive a product that is:

  • Incorrect,

  • Damaged upon delivery or collection, or

  • Not up to the expected standard of quality,

you may submit a claim for review.

3.2. Reporting Procedure

Please notify us within 24 hours of receipt by email or in person, providing:

  • Your order number,

  • Photographic evidence of the product(s), and

  • A brief description of the issue.

3.3. Resolution Options

Upon verification, we may offer one of the following remedies at our sole discretion:

  • Replacement of the product;

  • Store credit equal to the value of the affected item; or

  • Refund to your original payment method.

4. REFUND CONDITIONS

4.1. Eligibility

Refunds are subject to the return of at least 50% of the original product for inspection.

4.2. Exclusions

Refunds will not be granted for:

  • Change of mind or taste preferences;

  • Delayed collection or customer unavailability;

  • Damage occurring after delivery or collection; or

  • Improper storage or handling by the customer.

4.3. Processing

Approved refunds are processed within 7–10 business days via bank transfer or the original payment method.
Delivery fees are non-refundable, unless the issue originates from our error.

5. CUSTOM ORDERS

5.1. Cancellation Policy

For custom or large-scale orders:

  • A 48-hour notice is required for any cancellation or modification.

  • Cancellations made within 48 hours of production may incur deductions for ingredient and labour costs.

  • Once preparations have begun, cancellations are not eligible for a refund.

6. DELIVERY & COLLECTIONS

6.1. Ownership and Risk

Ownership and risk transfer to the customer upon successful delivery or collection.
We are not responsible for spoilage, melting, or damage once the order has been accepted.

6.2. Delivery Delays

If delivery is delayed due to unforeseen circumstances (e.g., traffic, load-shedding, courier delays), we will notify you promptly.
Such delays do not automatically entitle a refund.

7. HOW TO REQUEST A REFUND

To request a refund:

  1. Contact us within 24 hours of delivery or collection at:
    📧 info@privebakery.co.za
    ☎️ 031 880 0292 

  2. Include your order number, contact details, photos, and a reason for your request.

  3. Our team will review and respond within 2 working days.

8. POLICY AMENDMENTS

We reserve the right to update or modify this Refund & Returns Policy without prior notice.
Any updates will be reflected on our official website, with the revised effective date clearly stated.

9. ACCEPTANCE

By placing an order—whether online, telephonically, or in person—you acknowledge that you have read, understood, and agreed to this Refund & Returns Policy, along with our Terms and Conditions of Sale.

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