Refunds & Returns Policy MyKoekie™

Effective date: 17 February 2026
Last updated: 17 February 2026

MyKoekie™ (“MyKoekie”, “we”, “us”) bakes fresh, packs with care, and ships nationwide. Because our products include fresh, perishable baked goods, our returns approach is a little different to a normal retail store.

If anything arrives wrong, damaged, or not up to standard, we’ll help — quickly and fairly.

Support email: mykoekiesa@gmail.com

1. Quick summary (the important bits)

  • Fresh cookies are perishable and cannot be returned for a change of mind once baked/dispatched.
  • If your order arrives damaged, incorrect, or incomplete, contact us within 24 hours with photos and we’ll sort it out.
  • Non-food items (e.g., mugs/cups/merch) may be returned under the conditions in section 6.
  • This policy does not limit your rights under the South African Consumer Protection Act (CPA).

2. Made-to-order + perishable goods (cookies)

Our cookies are baked fresh and meant to be enjoyed within 3–4 days of purchase (or frozen for up to 2 months). Because they’re perishable and made-to-order:

Change-of-mind returns (cookies)

We do not accept returns or offer refunds for:

  • Change of mind
  • “I ordered the wrong flavour”
  • “I no longer need them”
  • Orders not collected / refused delivery / returned due to incorrect address (see section 7)

3. If your order is damaged, incorrect, or incomplete

If your order arrives with any of the below, we’ll help:

  • Damaged packaging or products
  • Incorrect items received
  • Missing items
  • Quality issue (something clearly not right)

What to do (must be within 24 hours of delivery/collection)

Email mykoekiesa@gmail.com and include:

  1. Your order number
  2. A short description of the issue
  3. Clear photos of:
    • the product(s)
    • the outside of the box
    • the inside packaging

Please keep the packaging until we’ve resolved the case.

What we may offer (depending on the situation)

  • A replacement (same item/flavour where possible)
  • A store credit / voucher
  • A partial refund (e.g., for a specific item)
  • A full refund (rare, but possible if justified)

4. Delivery timing & courier delays

We ship nationwide and aim to dispatch orders within 3–5 business days, and you’ll receive tracking once dispatched.

Because we use third-party delivery networks (and sometimes special delivery options), occasional delays can happen. Delays alone don’t automatically qualify for a refund — but if something arrives in bad condition because of delays or handling, contact us within 24 hours and we’ll assess it (photos help a lot).

5. Order cancellations

Because we bake fresh, cancellations are time-sensitive.

You may request a cancellation:

  • Before your order is baked/processed (as early as possible)

Once your order has been baked, packed, or dispatched, it cannot be cancelled (perishable / made-to-order).

To request a cancellation, email mykoekiesa@gmail.com with your order number.

If approved:

  • Refunds are processed back to the original payment method (see section 8)

6. Returns for non-food items (merch, mugs, cups, etc.)

If you purchased a non-perishable item, you may request a return under these conditions:

Eligible returns (non-food items)

  • Item is unused, in original condition, and in original packaging
  • Return request is made within 7 days of delivery/collection
  • Proof of purchase/order number is provided

Not eligible (non-food items)

  • Used, washed, damaged-by-user items
  • Missing packaging/parts
  • Items returned outside the 7-day window (unless defective)

Return costs

  • If the return is due to our error (wrong item / defective), we’ll arrange the return and replacement/refund.
  • If it’s a change of mind, return courier costs are for the customer.

7. Incorrect address / failed delivery / uncollected parcels

Please double-check your delivery details at checkout.

If an order is:

  • delivered to the wrong address because the customer entered incorrect details, or
  • returned to sender due to failed delivery attempts, or
  • not collected within the courier/PUDO collection window,

we may offer:

  • Re-delivery (additional delivery fee may apply), or
  • Store credit (at our discretion, depending on condition on return)

Perishable goods may not be refundable if they cannot be resold for hygiene/safety reasons.

8. Refund processing times

If a refund is approved:

  • We process refunds within 7–10 business days
  • Timing may vary depending on your bank/payment provider
  • Shipping fees are generally non-refundable, unless the error was on our side

9. Contact us

For refunds/returns help, email: mykoekiesa@gmail.com
Include your order number and (if relevant) photos.

10. A very MyKoekie note

MyKoekie™ is a luxury treat — we’ll always aim to be fair, fast, and human when something goes wrong. Just shout, and we’ll sort the chaos.