Return Policy
Last Updated: 16 May 2026
Karoo Beskuit (Pty) Ltd does not offer refunds, exchanges, or returns under any circumstances, including but not limited to:
- Change of mind
- Orders placed incorrectly
- Failure to read or understand our policies before ordering
- Missed or delayed delivery dates
- Incorrect or incomplete delivery details supplied by the customer
- Courier delays once the order has left our premises
- Rusks and cookies not meeting personal taste, preference, or expectation
All rusks and cookies are prepared and packed specifically for each order. For food safety and hygiene reasons, refunds and returns are not possible.
Defective or Incorrect Orders
If you believe there is an issue with your order, such as a missing item or an incorrectly packed item, we are happy to investigate the matter. Please note that submitting a claim does not guarantee a refund, replacement, or store credit.
To submit a query, you must contact us within 24 hours of delivery and provide all of the following:
Required Information
- Clear photographic proof of:
- The item received
- The inside and outside of the packaging
- The packing slip
- The courier waybill sticker
- Order details, including:
- Order Number
- Order Date
- Best Before Dates (if applicable)
- Any additional information relevant to the issue
- A clear written explanation of the problem
All information must be emailed to your designated customer support email address.
Incomplete submissions will not be reviewed.
Courier & Delivery Policy
Door-to-Door Courier Delivery
All orders are shipped door-to-door via third-party courier services, including but not limited to The Courier Guy, RAM and Paxi.
Once an order has been handed over to the courier:
- Delivery timelines are estimates only
- Karoo Beskuit (Pty) Ltd has no control over courier delays, routing, or handling
- Courier-related delays or operational issues remain outside of our responsibility
Incorrect Delivery Address
Customers are responsible for ensuring that all delivery details provided at checkout are accurate and complete.
Karoo Beskuit (Pty) Ltd will not be held responsible for:
- Incorrect or incomplete delivery addresses
- Address changes requested after dispatch
- Failed or delayed deliveries caused by incorrect information
- Additional courier fees resulting from incorrect details supplied by the customer
Any additional costs or losses arising from incorrect delivery information will be for the customer’s account.
Damaged Orders in Transit
We take great care in packaging all rusks and cookies securely. However, once an order leaves our premises, we are not responsible for any damage caused during transit by the courier.
We do not offer refunds, replacements, or exchanges for rusks and cookies damaged during delivery.
Order Cancellations
Once an order has been placed, it cannot be cancelled.
Orders are processed, prepared, and scheduled immediately after checkout. For this reason, cancellations are generally not permitted after an order has been confirmed.
Cancellation requests may only be considered at the sole discretion of Karoo Beskuit (Pty) Ltd and only if deemed reasonable, provided that:
- The order has not yet been prepared, packed, or scheduled for dispatch
- The cancellation request is submitted immediately after the order is placed
Approval of a cancellation request is not guaranteed.
If a cancellation is approved, this does not automatically entitle the customer to a refund, replacement, or store credit.
Please note that approved cancellations may be subject to an administrative and payment processing fee.
Additional Important Notes
Karoo Beskuit (Pty) Ltd is not responsible for delays or issues caused by:
- Public holidays
- Load shedding
- Weather conditions
- Strikes
- Courier operational delays
- Parcels left unattended after delivery
- Incorrect storage of rusks and cookies after delivery
By placing an order, you acknowledge and accept all risks associated with the courier delivery of baked goods.
By placing an order with Karoo Beskuit (Pty) Ltd, you agree to the terms outlined in this policy.
Karoo Beskuit (Pty) Ltd reserves the right to amend, update, or modify these policies at any time without prior notice. The version published on our website at the time the order is placed will apply to that order.
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