Refund and Returns Policy

Returns & Refunds Policy

All our cakes are specially handcrafted for you and sent from our factory in perfect condition. Special care is taken when your cake is produced and packaged when dispatched to you for your special occasion.

Chateau Gateaux Patisseries 1. Product Received

1.2 Please ensure that before leaving the store, you check the till slip and that your purchase received is what is reflected on the till slip, as no exchanges will take place if it is not as per our returns & refund policy.

2. Exchanges

2.1 We regret that due to the perishable nature of our products and strict Food Safety standards, we are unable to accept returns/exchanges once a product has left our premises out of eye view of the store.

2.2 Should you still be in store and not have left the immediate view of the store then we will happily change the product for you.

3. Defective Products

3.1 In order for us to replace your defective product we will require your store purchase receipt and a minimum of 50% of the product in its original packaging.

4. Replacement of defective Products meeting all requirements

4.1 Should you have a purchase slip and 50% of the product in its original packaging, then you may proceed to a store where that product will be replaced with the same or a similar product depending on availability.

5. Replacement of defective Products only having the original packaging and 50% of the product

5.1 Should you have a defective product but have only a slip and packaging, then a complaint must be logged on our website via the contact us tab, which will then be referred to our Quality Assurance Department to investigate.

5.2 Please provide the store name in your complaint and ensure you attach pictures of your product as well as the batch number on the back of the product packaging label.

6. Replacement of defective Products only having the packaging and less than 50% of the product

6.1 Should you have a defective product but have only a slip and packaging, then a complaint must be logged on our website via the contact us tab, which will then be referred to our Quality Assurance Department to investigate.

6.2 Please provide the store name in your complaint and ensure you attach pictures of your product as well as the batch number on the back of the product packaging label and proof of payment.

7. Replacement of defective Products only having 50% of the product and purchase slip not in its original packaging

7.1 Should you only have 50% of the product and purchase slip but not in its original packaging, then unfortunately we will not be able to investigate your complaint, thus no replacement will take place.

8. Replacement of defective products meeting all the requirements but incorrect product handling has been observed

8.1 Please take note of each product’s handling instruction on the product label at the back of the box. Due to the nature of our products, it is important that all handling instructions are followed from purchase to storage and consumption.

8.2 Should it be found that the product handling has not been observed and followed from purchase, then the product will not be classified as a defective product, and replacement will not take place.

9. Complaint Handling

9.1 In order to resolve complaints in a fast and efficient manner, we require as much information as possible when logging the complaint, as well as the relevant information such as pictures, purchase slip, batch details on the product.

9.2 We strive to resolve general complaints within 7-14 working days from the day the complaint and all relevant information has been received.

9.3 Should you not receive a reply within 7 working days, then please contact our Customer Care Department to enquire on the progress or any other information required.

10. Transportation of products

10.1 We will not accept liability for any associated transport costs incurred in returning a defective or incorrect order, regardless of the reason, nor any product defect due to transportation.

11. Allergens

11.1 As a consumer, it is your responsibility to check the product label for any allergens or offensive ingredients prior to leaving the premises, as no exchanges or returns will be considered in this regard.

Château Gâteaux Retail Range

Should you have an issue with products sold at our retail partners, which include but are not limited to Checkers, PnP, Spar, etc.:

• You should return the product, with proof of purchase, to the retail partner, or you can contact our customer care team with proof of purchase, batch details, and images of the defective product in order for our Quality Assurance Team to investigate.
• If you have already logged this complaint with our retail partner, we will not be able to refund, exchange, or replace the defective product.

Third-Party Complaints

• Should the Buyer make use of a Third-Party Delivery Service such as Mr Delivery or Uber Eats to order products from the Seller, the Buyer is bound by their terms and conditions.
• We recommend that the buyer carefully verify the third party’s general terms and conditions since the Seller shall under no circumstances be deemed liable for the supply of services and/or sale of products through a Third-Party Delivery Service.
• Any complaints arising from the use of Third-Party Delivery Services, such as but not limited to payment-related complaints, service-related complaints, and/or product-related complaints, are to be raised directly with the Third-Party Delivery Service as the Buyer entered into an agreement with such a third party and not the Seller directly.
• The third party’s decision and/or outcome on complaints shall be final, and the Seller has no influence over this. The Seller will not entertain any complaints of orders placed via a Third-Party Delivery Service.

Contact

WEBSITE: www.chateaugateaux.co.za

EMAIL: customercare@chateaugateaux.co.za

TEL: 031 569 6964 (office hours)