H.O.S ZA NIG LTD operates in confectionaries services and the sale of food and beverages. This Refund Policy explains how returns, complaints, replacements, cancellations, credits, and refunds are handled for food, beverages, confectionery items, and related orders made through the website or any authorized ordering channel.
1. Scope of this Policy
This policy applies to:
a. Confectionery items
b. Food orders
c. Beverage orders
d. Catering or special food supply orders where offered
e. Pre orders and reservations for pickup or delivery
f. Other food and beverage related services listed on the website
2. Eligibility for Refund, Replacement, or Credit
A customer may be eligible for a refund review, replacement, store credit, or partial refund where:
a. The wrong item was supplied
b. The item delivered was materially damaged before delivery
c. The item received was materially different from the confirmed order
d. A duplicate or unauthorized payment is confirmed
e. The company was unable to fulfill a paid order for reasons directly attributable to it
f. A food or beverage item was defective, contaminated, or not fit for sale at the point of delivery or collection
3. Non Refundable Transactions
Unless otherwise expressly agreed in writing, the following are generally non refundable:
a. Food, beverages, or confectionery items after acceptance, delivery, or pickup, except where defective or wrong on delivery
b. Orders where the customer provided inaccurate delivery or contact information
c. Orders affected by delays caused by the customer or inability to receive delivery
d. Custom cake, confectionery, or special event orders after preparation has commenced
e. Orders already consumed in whole or in part, except where a verified product defect exists
f. Delivery fees, platform fees, or third party logistics charges already incurred
4. Inspection and Complaint Window
Customers should inspect their order immediately upon delivery or collection. Any complaint relating to wrong supply, missing items, visible damage, or product quality should be reported as soon as possible and preferably on the same day of receipt.
5. Custom and Special Orders
For custom cakes, special confectionery items, bulk food supply, or event related orders, deposits and advance payments may be non refundable once ingredient sourcing, preparation, decoration, or production has commenced.
If the customer requests a reschedule, the company may, at its discretion, apply all or part of the payment already made toward a revised fulfillment date, subject to availability and revised costs.
6. Refund Review Procedure
To request a refund, replacement, or credit, the customer should contact H.O.S ZA NIG LTD using the support details on the website and provide:
a. Customer name
b. Order number or transaction reference
c. Date and time of order
d. Description of the issue
e. Supporting photos or correspondence where relevant
The company may review the complaint and request additional information before making a determination.
7. Available Remedies
Where a claim is accepted, H.O.S ZA NIG LTD may choose the most appropriate remedy depending on the circumstances, including:
a. Replacement of the affected item
b. Correction of the order
c. Store credit
d. Partial refund
e. Full refund
8. Refund Timing
Approved refunds will ordinarily be returned through the original payment method unless another lawful method is agreed. Processing timelines may depend on banks and payment processors.
9. Abuse and Chargebacks
Customers are encouraged to contact the company first before initiating a chargeback. H.O.S ZA NIG LTD reserves the right to contest unjustified chargebacks and restrict future orders where there is evidence of fraud, abuse, or bad faith conduct.