Returns & Refunds
We take great care in baking, packing and sending every Brookery order. If something isn’t right, please contact us and we’ll work with you to resolve it.
Perishable Products
Because our brookies are freshly baked, perishable food products, we are unable to accept returns or exchanges simply for a change of mind once an order has been dispatched.
Damaged, Defective or Incorrect Orders
If your order arrives damaged, defective, contains the wrong items, or there is another problem with your order, please contact us at hello@thebrookery.co.za as soon as possible, preferably within 24 hours of receiving your delivery.
Please include your order number, a description of the issue, and clear photographs of the product and packaging so we can assess what happened.
Refunds, Replacements or Store Credit
Where there is a confirmed problem with an order, we will provide an appropriate remedy depending on the circumstances. This may include a replacement, store credit or refund.
Approved refunds will be processed to the original payment method. The time taken for a refund to reflect will depend on your bank or payment provider.
Incorrect Delivery Information
Please make sure your delivery address and contact details are correct when placing your order. Additional delivery costs resulting from incorrect or incomplete information supplied at checkout may be charged to the customer.
Order Cancellations
If you need to cancel an order, please contact us as soon as possible. Because our brookies are prepared specifically for customer orders, cancellation may no longer be possible once preparation has begun.
Your Consumer Rights
Nothing in this policy is intended to limit any rights or remedies available to you under applicable South African consumer law.
Contact Us
For assistance with an order, email hello@thebrookery.co.za and include your order number.