Gonuts Donuts Refunds and Returns Policy
Effective Date: January 5th, 2025
At Gonuts Donuts, we are committed to ensuring customer satisfaction. We understand that sometimes issues may arise, and we want to make our refund and return process as seamless and transparent as possible.
1. Eligibility for Returns and Refunds
Our products are perishable goods and are therefore not eligible for returns once delivered, except under the following circumstances:
- The product was delivered damaged.
- The product does not match the order placed.
- The product is expired or otherwise defective at the time of delivery.
2. How to Initiate a Return or Refund
To request a return or refund, please follow these steps:
- Contact Us: Email us at hello@gonutsdonuts.com within 24 hours of receiving your order.
- Provide Proof: Include the following details in your email:
- Order number
- Description of the issue
- Photographic evidence (if applicable)
- Resolution Process: Our customer support team will review your claim and respond within 48 hours with next steps.
3. Refund Process
- Approval of Refund: If your claim is approved, the refund will be processed within 7 business days.
- Payment Method: Refunds will be issued to the original payment method used at the time of purchase.
- Exclusions: Shipping fees (if applicable) are non-refundable unless the issue was due to our error.
4. Exchange Policy
- We do not offer exchanges for perishable goods.
- If the product is defective or incorrect, we may arrange for a replacement at no extra cost.
5. Fees or Costs Involved
- Customers will not be charged any additional fees for returns or refunds if the issue is determined to be the fault of Gonuts Donuts.
- For customer-initiated cancellations of non-custom orders before dispatch, a processing fee of KES 200 may apply.
6. Specific Product Requirements
- Custom orders (e.g., themed donuts or bulk orders): Refunds or replacements are not available unless there is a clear issue with the product quality or delivery.
- All products must be inspected upon delivery. Any issues must be reported within the 24-hour window to qualify for resolution.
7. Non-Returnable Items
Due to the perishable nature of our products, we do not accept returns or refunds for:
- Products that were not stored as per provided instructions.
- Products that were consumed, partially or fully.
8. Customer Support
If you have any questions about our Refunds and Returns Policy, please reach out to our support team:
- Email: hello@gonutsdonuts.com
- Address: The Place at 5th, 5th Parklands, Nairobi, Kenya
Thank you for choosing Gonuts Donuts. We value your trust and look forward to serving you!