Return Policy

Our Return Guarantee

We stand behind the quality of our pecan rusks. If you're not completely satisfied with your purchase, we offer a hassle-free return process within 14 days of receiving your order.

Eligible Returns

Returns are accepted under the following conditions:

• Wrong Product: If you receive the wrong product, we will arrange for a replacement.
• Quality Issues: If the product does not meet our quality standards (stale, moldy, or otherwise defective), please notify us within 1 day of receipt.

Non-Returnable Items

Due to food safety regulations, we cannot accept returns of:

• Opened packages of rusks (unless there is a quality issue)
• Products purchased more than 14 days ago
• Products that have been improperly stored or handled
• Custom or special orders (unless defective)

How to Initiate a Return

To start a return, please follow these steps:

1. Contact Us: Email us at pecanrusks@gmail.com or call 082 487 0886 with your order number and reason for return.
2. Provide Details: Include your order number, the product(s) you wish to return, and the reason for the return. For damaged or defective products, please attach clear photographs.
3. Await Authorization: Our customer service team will review your request and provide a Return Authorization Number (RAN) within 24-48 hours.
4. Package Your Return: Securely package the product(s) in their original packaging if possible. Include your RAN and order details inside the package.
5. Ship Your Return: Send the package to the address provided by our customer service team. We recommend using a trackable shipping method.

Return Shipping Costs

• Defective or Damaged Products: We will cover the full cost of return shipping.
• Wrong Item Shipped: We will cover the full cost of return shipping and send the correct item at no additional charge.
• Change of Mind: Customer is responsible for return shipping costs. Original shipping charges are non-refundable.

Refund Process

Once we receive and inspect your returned item:

• Processing Time: Refunds are processed within 5-7 business days of receiving your return.
• Refund Method: Refunds will be issued to the original payment method used for the purchase.
• Notification: You will receive an email confirmation once your refund has been processed.
• Bank Processing: Please allow an additional 3-10 business days for the refund to appear in your account, depending on your financial institution.

Damaged or Defective Products

We take great care in packaging our products, but occasionally damage may occur during transit. If you receive damaged or defective rusks:

1. Do not consume the product if it appears compromised
2. Take clear photos of the damage, including the packaging
3. Contact us immediately at pecanrusks@gmail.com or 082 487 0886
4. We will arrange for a replacement to be sent immediately or issue a full refund, including shipping costs

Late or Missing Orders

If your order hasn't arrived within the expected delivery timeframe:

• Check your order confirmation email for tracking information
• Allow 1-2 business days after the estimated delivery date before contacting us
• Contact us with your order number, and we will investigate with the courier service
• If the package is confirmed lost, we will send a replacement or issue a full refund

Customer Satisfaction Guarantee

Your satisfaction is our priority. If you experience any issues not covered in this policy, please reach out to us. We are committed to working with you to find a fair resolution.

Contact Information

For any questions or concerns regarding returns:

• Email: pecanrusks@gmail.com
• Phone: 082 487 0886
• Business Hours: Monday - Friday, 9:00 AM - 5:00 PM SAST

We aim to respond to all inquiries within 24 hours during business days.

Policy Updates

We reserve the right to update this return policy at any time. Any changes will be posted on this page with an updated revision date. Continued use of our services after changes are posted constitutes acceptance of the modified policy.

Last Updated: January 2026