Delivery & Return Policy

Last updated: 6 November 2023

1. Orders Pricing and Payment

  • The prices of all items are in rand (ZAR) and do not include delivery fees, which are added at checkout before your order is finalized.
  • We maintin the right to alter pricing at any time and without prior notice.  The price listed when the order is placed in ZAR will be charged for the items.
  • Your payment information will never be kept on our internal electronic system.
  • If payment cannot be processed, the order will not be accepted and automatically be cancelled.  In such an event, don’t hesitate to contact us via email:  info@heavensenttreats.co.za or WhatsApp: 083 608 6425.
  • All prices will be inclusive of taxes where applicable.
  • Please note orders will not be processed or dispatched without the full payment amount cleared.

2. Order Processing

  • The screen will indicate that the order has been accepted, and the email address supplied at the time of purchase will receive an order confirmation email.  It is advised that you save this email for your records.
  • An order number unique to your transaction will appear on each order confirmation, which you can use in any further correspondence.
  • An order cannot be changed after it has been approved and payment has been received.
  • When placing an order, you are responsible for giving the correct email address.  If your email address is inaccurate or a third-party email server blocks delivery because of spam filters, we cannot be held responsible for the non-delivery of a confirmation or dispatch email.
  • If sending a gift, please ensure that your address appears under the billing section and the recipients address appears under the shipping section.  We take no responsibility for address details that have been entered incorrectly.

3. Order Cancellations

  •  If you would like to cancel your order, please do so timeously via email: info@heavensenttreats.co.za or WhatsApp: 083 608 6425
  • All cancellations must be received in writing and must be received 48 – 72 hours before dispatch/delivery or collection of order.
  • We will not accept cancellations after the order is out for delivery.
  • For late cancellation of orders, no refunds will be made available.

4. Delivery

  • Our goal is to dispatch all orders on the day that they are baked to experience its freshness.  Orders will be dispatched before 12pm on bake day.  Note lead time is 1 – 5 days due to load shedding schedules.  You will be advised upon dispatched.  However, contact us directly for additional assistance or enquiries.
  • You will recieve your order within 1 – 5 working days depending on area of delivery and quantity ordered.  For large or special occasion orders, specific arrangments will be made.  During busy seasons or high stages of loadshedding, times may vary.  You will be contacted if there are any delays with your order.  We only deliver orders Monday to Friday.  All orders placed on a Friday will be delivered the following week.  We do not deliver on public holidays.
  • We make use of Flash Parcel Courier Service.  We cannot take responsibility for traffic, natural disasters, break downs and general delays that are out of our control and that cause a delay in the guidelines of 1 – 5 working days.
  • There is no guarantee on dispatch times; they can change at any time.
  • South African customers only have one delivery option, “Courier”.
  • No international deliveries are available.
  • You are responsible for giving us accurate and complete delivery address information.  You will be responsible for the full cost of delivery to have your order re-delivered to an updated address if your shipment is returned to us because the address provided was incomplete or inaccurate.  Re-delivery will affect the freshness of the product.  We will not re-bake the order for re-delivery.  For this reason should we not receive your redirected address timeously we will cancel your order and will not refund your order.
  • Please ensure there is someone usally present at the chosen delivery address.  Please leave a note on your order if you would like to: Leave the package with security or leave the package at reception.
  • Regardless of how the items are delivered, we cannot be held accountable for any direct or indirect loss or damage that a customer may suffer as a result of a delayed or missing delivery.
  • As soon as your package is handed over to the courier, you will receive email confirmation of the dispatch of your order.  If your email address is incorrect or if spam filters on a third-party email server impede delivery of a dispatch email, we cannot be held liable for the non-delivery.

5. Refund / Return of Goods

  • Our Returns Policy does not affect your legal rights under the Distance Selling Regulations, The Sale of Goods Act or other legislation.
  • Please contact us immediately should there be a quality defect.
  • The entire order including the product in the full packaging, all in good condition without any damages must be returned for complete assessment.  Ensure the order is returned within 48hour of receipt (at customer’s own cost).
  • Management will assess the issue at hand.  Refunds will only be offered at management’s discretion.
  • Not being available to receive delivery does not qualify for a refund or return or exchange.  

6. Gifting of orders

  • One can certainly gift an order to someone special or deserving.
  • Please ensure accurate contact details (name, correct address, contact number) with clear delivery instructions are provided.  
  • Please ensure the person is available to receive and sign for the product.

7. Promotion Codes

  • If you have opted-in to receive information on our products, you may occasionally receive promotion codes or product newsletters from us by email.
  • Promotion codes can be applied at checkout.
  • Promotion codes have no monetary value and cannot be converted into currency.  Each code has an expiry date set at our discretion.  We reserve the right to modify the expiry date without notification.

8. Allergens Advice

  • Food allergy warning – Please take note that our products may contain or come in contact with wheat, soy, eggs, nuts or diary products.  
  • Please ensure allergens are addressed before ordering any of our products.

8. Get in touch

If you have any questions about this Delivery & Return policy, You can contact us:

info@heavensenttreats.co.za

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