Refund policy
Shipping, Returns & Refund Policy (Last updated: August 2026)
Thank you for ordering from Honey,Listen!. We make our products to order, including
custom and personalised baked goods.
This Shipping, Returns & Refund Policy applies to purchases made through our website,
Shopify, social media, marketplaces, third-party ordering platforms or any other sales
channel operated by us, unless a different policy is expressly agreed with you in writing.
This policy is intended to operate in accordance with applicable South African law, including the Consumer Protection Act 68 of 2008 ("CPA"). Nothing in this policy limits or excludes anyrights that you may have under applicable law. We have measures in place to document our production and packaging processes for each order, ensuring the safety of both parties. We encourage communication throughout the process to ensure that both parties are always fully aligned on final product expectations.
1. Custom and Made-to-Order Products
Many of our products are freshly baked and/or made specifically for your order, including customised cake fillings, decorations, flavours, colours, messages and designs.
Because these products are made specifically for you and are generally perishable, we
cannot normally accept returns or cancellations simply because you have changed your
mind after production has commenced. Once an order has entered production, we may be unable to cancel, amend or refund the order. Where we agree to cancel an order before production has commenced, any refund or cancellation charge will depend on the circumstances of the order and any reasonable costs already incurred by us.
2. Changes to Custom Orders
We will make reasonable efforts to accommodate changes requested after an order has
been placed. However, changes cannot be guaranteed once ingredients have been purchased, preparation has commenced, decorations have been made, or the order has entered production. Changes to the delivery date, design, flavour, size, wording or other specifications may result in an additional charge. We will advise you of any additional charge before proceeding with the requested change where reasonably possible.
3. Incorrect Order Information
Customers are responsible for checking their order confirmation and ensuring that all
information supplied to us is correct, including:
• delivery address;
• contact details;
• delivery date;
• collection date and time;
• spelling of names or messages;
• flavour and product selection;
• size and quantity;
• design or personalisation details; and
• any other custom specifications.
We cannot guarantee that an incorrect customer-provided detail can be corrected once
production has commenced. If an incorrect address or other information supplied by the customer results in a failed delivery, re-delivery or additional delivery costs may apply, subject to applicable law.
4. Order Confirmation
Please check your order confirmation as soon as you receive it. If you believe any information is incorrect, please contact us immediately at orders@honeylisten.co.za / 082 321 0823. For custom orders, we may request written confirmation of the agreed specifications before commencing production. Once production has commenced, changes may not be possible.
5. Shipping and Delivery
We offer delivery to selected areas within South Africa. Available delivery areas, delivery fees and estimated delivery times will be displayed at checkout or communicated to you before the order is confirmed. Delivery times are estimates unless a specific delivery date and/or time has been expressly agreed with you. We will make reasonable efforts to deliver your order on the agreed date and to the agreed address. For orders where timing is important, customers should provide accurate delivery information and ensure that someone is available to receive the order.
6. Delivery Delays
We will make reasonable efforts to meet the agreed delivery date. However, delays may occasionally occur due to circumstances outside our reasonable control, including traffic, severe weather, accidents, courier delays, vehicle breakdowns, incorrect delivery information, failure to receive the order, or other unforeseen circumstances. If we become aware of a significant delivery problem, we will communicate with you and seek to resolve the matter as reasonably possible. Nothing in this section limits any rights you may have under applicable South African law where we fail to deliver as agreed.
7. Risk During Delivery
We take reasonable care to package baked goods appropriately for transport.
Where delivery is arranged by us, we remain responsible for the goods until delivery is
completed, subject to applicable law. Customers should inspect the order as soon as reasonably possible after delivery.
8. Damaged Goods
If your order arrives damaged, please contact us as soon as reasonably possible, preferably within 24 hours of delivery, and provide:
• your order number;
• photographs of the product and packaging;
• a description of the damage; and
• any other information reasonably requested by us.
The 24-hour notification period is intended to help us investigate delivery and product issues quickly and does not remove or reduce any rights you may have under applicable law. Depending on the circumstances, we may offer an appropriate remedy, including
replacement, repair where reasonably applicable, or a refund.
9. Incorrect or Missing Items
If you receive an item that is different from what you ordered, or an item is missing from your order, please contact us as soon as reasonably possible. We will investigate the issue and, where we are responsible for the error, seek to provide an appropriate remedy, which may include supplying the correct item, replacing the affected product or providing a refund, subject to applicable law.
10. Quality Issues and Defective Goods
We take the quality and safety of our products seriously. If you believe that a product is defective, unsafe, materially different from what you ordered, or otherwise does not meet the standards reasonably expected of it, please contact us as soon as possible after discovering the problem. Please provide your order number, photographs where appropriate, and a description of the issue. We will assess the complaint and provide the remedy required by applicable law. Nothing in this policy excludes or limits any statutory rights you may have under the Consumer Protection Act or any other applicable law.
11. Food Safety and Storage
Once a baked product has been delivered and accepted by the customer, the customer is responsible for handling and storing the product appropriately in accordance with any
storage instructions we provide. Because our products are perishable, we cannot accept responsibility for deterioration caused by improper storage, exposure to heat, failure to refrigerate where required, mishandling, or consumption after the recommended use period. Where a product has specific storage requirements, these will be communicated to you where reasonably appropriate.
12. Change-of-Mind Returns
Because our products are freshly prepared and/or made to order and are generally
perishable, we do not generally accept returns of food products merely because a customer has changed their mind after the order has been prepared or delivered. This does not affect any rights that a customer may have under applicable South African
consumer protection legislation.
13. Cancellations
Cancellation requests should be sent to orders@honeylisten.co.za as soon as possible.
For standard products that have not yet entered production, we will consider cancellation requests where reasonably possible. For custom, personalised or made-to-order products, cancellation may not be possible once production has commenced or costs have been incurred specifically for the order. Where cancellation is permitted, any refund or cancellation charge will be determined in accordance with the circumstances and applicable law.
14. Refunds
Where you are entitled to a refund, we will process the refund in accordance with applicable law and the circumstances of the transaction. Where reasonably possible, refunds will be made using the original payment method. Depending on the payment provider, bank or third-party platform used to place the order, the time taken for the refund to appear in your account may vary. Where a third-party marketplace or payment platform controls the refund process, we may need to process or facilitate the refund through that platform.
15. Refunds for Undelivered Orders
If an order cannot be delivered due to an error or failure on our part, we will investigate the circumstances and provide the remedy required by applicable law. Where an order cannot be delivered because incorrect or incomplete delivery information was supplied by the customer, the customer was unavailable to receive the order, or delivery was otherwise prevented by circumstances attributable to the customer, we will seek to resolve the matter reasonably. Additional delivery charges may apply where re-delivery is requested and permitted by law.
16. Refunds for Custom Orders
A custom order is not automatically refundable simply because the customer is dissatisfied with a subjective aspect of the design, colour, decoration or appearance where the product substantially conforms to the specifications agreed with the customer. However, if the product is materially different from the agreed specifications, is defective, unsafe, damaged on delivery, or otherwise gives rise to a remedy under applicable law, please contact us so that we can investigate and provide the appropriate remedy. Minor variations may occur with handmade and hand-decorated products. For example, colours, piping, decorations and other handmade elements may vary slightly from reference photographs or digital images. We will nevertheless make reasonable efforts to produce the product in accordance with the agreed specifications.
17. Allergies and Dietary Requirements
Customers must notify us of any allergies or dietary requirements before placing an order. While we take reasonable precautions, our products may be prepared in an environment where allergens are present. Unless expressly confirmed by us in writing, we do not guarantee that any product is completely free from a particular allergen or suitable for a person with a severe allergy. Customers are responsible for providing accurate information about dietary requirements and allergies before production begins.
18. Orders Placed Through Third-Party Platforms
Where an order is placed through Shopify, a marketplace, food-delivery service, social-
media platform or another third-party ordering service, the platform's terms may also apply. Where the platform controls payment, cancellation, delivery or refunds, we may need to process the relevant request through that platform. Nothing in this section limits your rights under applicable South African law.
19. How to Request a Refund or Report a Problem
Please contact us at:
Email: orders@honeylisten.co.za
Telephone/WhatsApp: 0823210823
Business name: Honey, Listen!
Please include your:
• name;
• order number;
• date of purchase;
• description of the problem; and
• photographs or other supporting information where appropriate.
We will review your request and respond as soon as reasonably possible.
20. Statutory Rights
This policy is intended to explain our normal procedures for cancellations, returns, refunds and delivery issues. It does not exclude, restrict or waive any right or remedy that cannot lawfully be excluded or limited under South African law. Where there is a conflict between this policy and a mandatory provision of applicable law, the mandatory legal provision will prevail.