Terms of service

Welcome to Chai Bakery!
By using our website or placing an order, you agree to the following terms and conditions. Please read them carefully before purchasing.

1. General

These terms govern the use of the Chai Bakery online store, where we offer handmade cookies and baked goods for delivery across South Africa.
By placing an order, you confirm that you are at least 18 years old or have permission from a parent or guardian.
Chai Bakery holds a Certificate of Acceptability (COA) and complies with all food safety regulations required to sell to the public.

2. Product Information

All our treats are freshly baked and made to order. As each item is handmade, slight variations in appearance and size may occur.
Allergen information is available upon request. Please note: our kitchen handles nuts, gluten, dairy, eggs, and other common allergens, and we cannot guarantee an allergen-free environment.

3. Order Processing

  • Orders are typically processed within 2–5 business days.

  • We ship between Monday and Wednesday to avoid weekend courier delays.

  • Orders placed after 10:00 AM on Wednesday will ship the following Monday.

  • All orders are subject to availability. If we are unable to fulfill your order, we will notify you promptly and offer a refund or alternative.

4. Shipping and Delivery

We deliver across South Africa using The Courier Guy and PUDO.

Delivery Options:

  • PUDO Locker Delivery: If you don’t select a locker, we will send to the nearest one.

  • Standard Door Delivery: Please ensure your address is correct. We are not responsible for incorrect delivery details.

If a parcel is returned due to a wrong address or failed delivery, the customer will be responsible for:

  • Return courier fee, and

  • A R100 re-processing admin fee before resending.

Standard delivery is 3–5 business days from the time your order is shipped.

5. Returns & Refunds

Due to the perishable nature of our products, we do not accept returns or offer refunds.

However, if your order arrives:

  • Incorrect,

  • Damaged, or

  • Spoiled on arrival

Please contact us within 24 hours of delivery with:

  • Photos of the issue

  • Your order number

  • A short explanation

We will assess the situation and offer either a refund or replacement, based on the nature of the issue.

We are not responsible for:

  • Courier delays

  • Orders damaged after delivery

  • Missed deliveries due to incorrect details

6. Payment

Full payment is required at the time of order placement.
We accept:

  • Yoco

  • Payflex

  • Direct EFT

8. Limitation of Liability

Chai Bakery will not be liable for any indirect, incidental, or consequential damages—including but not limited to loss of income, data, or opportunity—arising from the use of our services or issues related to your order.

9. Amendments

We may update these Terms and Conditions at any time without prior notice. Changes will be posted on this page. It is your responsibility to review the Terms and Conditions periodically.

10. Governing Law

These terms are governed by the laws of South Africa. Any disputes will be handled in accordance with South African legal procedures.

By using our site and placing an order, you agree to these Terms and Conditions.
Thank you for supporting Chai Bakery — we’re so glad you’re here! 💛