Refund Policy

1. Overview

At Snackoh Bakers, we take great pride in the quality of our baked goods and strive to ensure every customer is satisfied with their order. We understand, however, that issues may arise from time to time. This Refund Policy outlines the circumstances under which refunds, exchanges, or replacements may be issued for products purchased from Snackoh Bakers. By placing an order with us, you agree to the terms of this policy.

2. Eligibility for Refunds

You may be eligible for a refund in the following circumstances:

• Quality issues: If you receive a product that is stale, spoiled, undercooked, or does not meet our standard quality expectations, you may request a refund or replacement within 2 hours of delivery or collection.
• Incorrect order: If you receive the wrong product(s), a different quantity, or items not matching your confirmed order, you are eligible for a full refund or replacement.
• Missing items: If your order arrives with missing items, we will refund the value of the missing items or arrange for prompt delivery of the missing products.
• Order not delivered: If your order is confirmed but never delivered and we are unable to resolve the delivery issue, you will receive a full refund.

3. Non-Refundable Items

The following items are not eligible for refunds unless they arrive damaged or materially different from what was ordered:

• Custom cakes and special orders: Cakes and products made to your specific design, flavour, or dietary requirements are non-refundable once production has commenced. This includes birthday cakes, wedding cakes, celebration cakes, and any customised baked goods.
• Perishable goods after delivery: Products that have been accepted at delivery and consumed or stored improperly. We cannot issue refunds for items that have deteriorated due to the customer's handling or storage after delivery.
• Products consumed or partially consumed: Items that have been eaten or significantly consumed before a complaint is raised.
• Change of mind: We do not offer refunds for orders where you have simply changed your mind about the purchase, unless the order is cancelled before production (see Section 8).

4. How to Request a Refund

To request a refund, please follow these steps:

1. Contact us promptly — Reach out to our customer service team within 2 hours of receiving your order via phone, WhatsApp, or email. Visit our Contact Us page for current contact details.
2. Provide your order details — Include your order number, the product(s) in question, and a clear description of the issue.
3. Share photographic evidence — For quality issues, incorrect orders, or damaged items, please provide clear photographs of the product(s) received. This helps us investigate and resolve the matter efficiently.
4. Await our response — Our team will review your request and respond within 24 hours. We may ask for additional information if needed.

5. Refund Processing

Once your refund request has been approved, the refund will be processed as follows:

• M-Pesa payments: Refunds will be processed as an M-Pesa reversal or direct transfer to the phone number used for payment within 1–3 business days.
• Card payments: Refunds will be credited back to the original card used for payment within 5–10 business days, depending on your bank's processing times.
• Bank transfer: For orders paid via bank transfer, refunds will be sent to the originating bank account within 3–5 business days.
• Cash payments: Refunds for cash-on-delivery orders will be processed via M-Pesa to a phone number you provide, or as store credit for future orders.

You will receive a notification (via SMS or email) once the refund has been initiated. Please allow the stated processing time before following up.

6. Exchanges

If you received an incorrect or defective product, we will gladly exchange it for the correct item at no additional cost, subject to availability. Exchanges must be requested within 2 hours of delivery. If the originally ordered product is no longer available, we will offer a suitable alternative or issue a full refund. For custom orders, exchanges may not be possible due to the bespoke nature of the product; a partial or full refund may be issued instead at our discretion.

7. Damaged or Incorrect Orders

We take every precaution to ensure your order is properly packaged and handled during delivery. If your order arrives damaged:

• Please inspect your order upon delivery and report any damage immediately to the delivery rider and our customer service team.
• Take photographs of the damaged product(s) and the packaging before disturbing or discarding them.
• We will arrange for a replacement to be delivered to you as soon as possible, or issue a full refund if replacement is not feasible.
• Damage caused by the customer after delivery acceptance (e.g., dropping the product) is not eligible for a refund or replacement.

8. Cancellation Policy

You may cancel your order under the following conditions:

• Standard orders: Cancellations made within 30 minutes of placing the order will receive a full refund, provided production has not yet started.
• Custom cakes and special orders: Cancellations must be made at least 24 hours before the scheduled delivery date to receive a full refund. Cancellations made less than 24 hours before delivery may incur a cancellation fee of up to 50% of the order value to cover ingredients and labour already expended.
• Orders already in transit: Orders that have already been dispatched for delivery cannot be cancelled. You may refuse delivery, but refund eligibility will be assessed on a case-by-case basis.

To cancel an order, please contact our customer service team immediately with your order number.

9. Contact Information

For any refund requests, complaints, or questions about this policy, please do not hesitate to reach out to us: