Legal

Refund Policy

Last updated: September 2026

We want you to be happy with your order. This Refund Policy sets out when you are entitled to a refund and how refunds are processed. It forms part of our Terms and Conditions.

1. When You Are Entitled to a Refund

You may be entitled to a refund or replacement in the following circumstances:

You received the wrong order or an item is missing from your order.
Your order was not delivered or was not available for collection as arranged.
The food delivered is not of acceptable quality, for example it arrives burnt, undercooked or otherwise not fit for consumption.
You were charged more than the confirmed price for your order.
You cancelled your order before preparation began.

Because our food is made fresh to order and is perishable, refunds are assessed on a case-by-case basis. Please contact us as soon as possible after receiving your order, as this helps us assess your request fairly.

2. How to Request a Refund

To request a refund, please email us at admin@nonnasatelier.co.za and include:

Your order number (this is required to process any refund).
Your name and contact details.
A description of the problem.
Photos of the item(s) in question, where possible.

We aim to respond to all refund requests within 2 business days.

3. How Refunds Are Paid

Approved refunds are paid by bank transfer (EFT) into a South African bank account that you provide to us.

Refunds cannot be paid in cash.
You are responsible for providing the correct banking details. We are not liable for refunds sent to incorrect bank details provided by you.
Where a duplicate or erroneous charge has been processed, we will refund the relevant amount using the same method by which you paid, where possible.

4. Refund Timeframes

Once a refund is approved, please allow 5 to 10 business days for the funds to reflect in your account, depending on your bank.

5. Non-Refundable Items

Food that has already been prepared and collected or delivered, unless it does not meet acceptable quality standards.
Orders cancelled after preparation has begun.
Delivery fees once delivery has been completed, except where the failure was on our side.
Change-of-mind requests after an order has been prepared.

6. Your Consumer Rights

Nothing in this policy limits any rights you may have under the Consumer Protection Act 68 of 2008 ("CPA"). If you are not satisfied with how a refund request has been handled, you may contact the National Consumer Commission or your relevant provincial consumer protection authority.

7. Contact Us

For any refund queries, please contact us at admin@nonnasatelier.co.za and quote your order number.