The Cookie Queen Return Policy

Effective Date: 1 January 2024

1. Policy Overview

The Cookie Queen is committed to providing high-quality products. Our return policy is designed to ensure compliance with the South African Consumer Protection Act (CPA) while maintaining the highest standards for our perishable goods.

2. General Policy

Due to the perishable nature of our products, The Cookie Queen has a strict no returns policy. This policy applies to all perishable items, including cookies and other baked goods.

3. Exceptions

Despite our no returns policy, The Cookie Queen adheres to the CPA and provides exceptions under the following conditions:

3.1 Defective Products:

• If you receive a product that is defective or not of acceptable quality, you have the right to return it within 10 days of purchase.
• You may choose to receive a refund or a replacement at no cost to you.

3.2 Incorrect Orders:

• If you receive an order that is incorrect or not as described, please contact us immediately.
• We will work with you to resolve the issue promptly, which may include providing a replacement or a refund.

3.3 Particular Purpose:

• If you inform us that a product is being purchased for a specific purpose and it fails to meet that purpose, you are entitled to return it within ten days for a full refund, as per the CPA.

3.4 Non-Returnable Situations:

• Products that have been fully consumed.
• Returns due to change of mind.
• Products deemed as acceptable quality by The Cookie Queen.

4. Return Process for Exceptions

To return a defective or incorrect product, please follow these steps:

1. Contact Us: Reach out to our customer service team at thecookiequeen.sa@gmail.com within the specified time frame (10 days).
2. Provide Details: Provide details of your order, including the order number, the product in question, and the issue encountered as well as a photograph of the issue.
3. Return Authorization: Wait for return authorization from our customer service team. Unauthorized returns will not be accepted.
4. Return the Product: Send the product back to us as per the instructions provided by our customer service team.

5. Refunds

Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.

• If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within a certain number of days.

6. Late or Missing Refunds

If you haven’t received a refund yet:

1. Check your bank account again.
2. Contact your credit card company, as it may take some time before your refund is officially posted.
3. Contact your bank. There is often some processing time before a refund is posted.
4. If you have done all of this and still have not received your refund, please contact us at thecookiequeen.sa@gmail.com

7. Sale Items

Only regular-priced items may be refunded. Unfortunately, sale items cannot be refunded.

8. Exchanges

We only replace items if they are defective or damaged per the exceptions.

9. Shipping

To return your product, mail it to: 27 Nerina Crescent, Fish Hoek, Cape Town, 7975.

• You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable.
• If you receive a refund, the cost of return shipping will be deducted from your refund.
• Depending on where you live, the time it may take for your exchanged product to reach you may vary.

10. Contact Information

For any questions or concerns regarding our no returns policy or to report a defective or incorrect product, please contact us at:

• Email: thecookiequeen.sa@gmail.com
• Phone: 074 922 5016
• Address: 27 Nerina Crescent, Fish Hoek, Cape Town, 7975

We appreciate your understanding and cooperation in helping us maintain the highest standards of quality and safety for our products.

The Cookie Queen Team