Refund policy

Last updated: 15 April 2026

At Dough Pro, we want you to shop with confidence. Because our products are food-related baking premixes and full mixes, we need to balance customer fairness with product safety, quality control, and hygiene.

1. Damaged, defective, or incorrect products

If you receive a product that is damaged, defective, expired, unsafe, or not what you ordered, please contact us as soon as possible at [refunds@doughpro.co.za] with:

  • your order number
  • clear photos of the product and packaging
  • a short description of the issue

Where a product fails to meet the required quality standards, South African consumer law gives customers important protections, including the right within 6 months of delivery to return qualifying defective/unsafe/failed goods, without penalty, and to direct whether the goods should be repaired, replaced, or refunded, subject to the nature of the problem.

If your claim is approved, Dough Pro may:

  • replace the product
  • issue a store credit
  • or process a refund to your original payment method

2. Change-of-mind returns

Because Dough Pro sells food-related premixes, full mixes, and baking ingredients, we generally do not accept change-of-mind returns once an order has been dispatched or collected, especially where goods are opened, unsealed, repacked, or no longer in a resellable condition.

This approach is also consistent with the fact that the ECTA cooling-off right does not apply to certain electronic transactions, including foodstuffs/everyday-consumption goods supplied to the consumer’s home, residence, or workplace, and goods that by reason of their nature cannot be returned or are likely to deteriorate or expire rapidly.

Where Dough Pro agrees, in its discretion, to accept a return for an unopened and unused product, the following will usually apply:

  • the return must be requested within 7 days of delivery or collection
  • the product must be sealed, unused, and in its original condition
  • the customer is responsible for return delivery costs
  • original delivery charges are not refundable unless required by law

3. Opened or used products

For food safety, quality assurance, and hygiene reasons, we cannot accept returns of:

  • opened bags
  • partially used products
  • repacked goods
  • products stored incorrectly after delivery
  • products damaged after delivery by misuse, contamination, moisture, pests, or improper storage

This does not limit any rights you may have in respect of goods that were already defective, unsafe, or not as described when delivered.

4. Bulk and wholesale orders

Orders placed for bulk, pallet, wholesale, custom, or special-order quantities may not be cancelled or returned once confirmed, prepared, or dispatched, except where required by law or where the goods are defective, unsafe, or incorrect.

Because wholesale orders may involve special pricing, production planning, freight arrangements, or reserved stock, any approved return or cancellation will be handled case by case.

5. Delivery issues and shortages

Please inspect your order as soon as it arrives.

If there is visible courier damage, an incorrect item, or a shortage, please notify us within 48 hours of delivery at [refunds@doughpro.co.za] so we can investigate quickly with the courier and our dispatch records.

6. Refund process

Once a refund is approved, it will be processed back to your original payment method where possible.

Refund timing may vary depending on your payment provider, but approved refunds are usually processed within 7 to 14 business days.

Where the law requires a refund following cancellation under an applicable electronic transaction cooling-off right, the ECTA states that payment must be refunded within 30 days of cancellation.

7. Return shipping

If the return is due to:

  • a defective product
  • an incorrect product sent by us
  • or a product damaged before reaching you

Dough Pro will usually arrange collection or cover the reasonable return cost.

If a discretionary return is accepted for any other reason, the customer is responsible for return shipping costs.

8. How to request a return or refund

To request assistance, contact:

Email: support@doughpro.co.za
WhatsApp: +27 (84) 701 2021
Business address / collection point: 228 Effingham Road, Durban North, KZN, 4051

Please include:

  • your order number
  • product name
  • quantity
  • reason for return
  • supporting photos where relevant

9. Your statutory rights

Nothing in this policy is intended to limit or exclude any rights you may have under applicable South African consumer law. Where this policy conflicts with mandatory legal rights, those legal rights will apply. The ECTA also requires an online supplier to publish its return, exchange, and refund policy, along with key supplier and transaction information, on the website.