Refund policy

This Returns and Refund Policy outlines the terms under which customers may return products or request refunds from Zubi Bakes. As an artisanal bakery committed to quality, we strive to ensure customer satisfaction while maintaining fair business practices.


Product Quality Guarantee

We take pride in our artisanal baking processes and us only premium quality ingredients. All products leave our premises in excellent condition and are clearly marked with freshness dates to ensure transparency. We guarantee that our baked goods are fresh at the time of sale, with clear information provided to customers about optimal consumption timeframes for each product.

Return Eligibility

Perishable Products. Due to the perishable nature of our baked goods:

  • Returns or exchanges are only accepted within 24 hours of purchase
  • Products must be returned with at least 75% of the original product remaining
  • Original receipt or proof of purchase is required
  • Products must be in the original packaging

Non-Perishable Products. For non-perishable items (e.g., jams, packaged goods, merchandise):

  • Returns accepted within 7 days of purchase
  • Items must be unused, unopened, and in original packaging
  • Original receipt or proof of purchase is required

Refund Conditions

Refunds will be processed under the following circumstances:

  • Quality Issues: Products that do not meet our quality standards (e.g., mouldy, stale upon delivery, or containing foreign objects)
  • Incorrect Order: Items that were incorrectly prepared or packaged by our staff
  • Delivery Issues: Products damaged during delivery (applicable to delivery orders only)

Refund Process

  • Customers must notify us of their intention to return within the specified timeframe
  • Returns must be accompanied by the original receipt
  • Our staff will inspect returned items to verify eligibility
  • Approved refunds will be issued in the original payment method within 3-5 business days
  • For mobile money transactions (e.g., M-Pesa), refunds will be processed within 72 hours

Exceptions

No returns or refunds will be provided for:

  • Custom or special orders
  • Products consumed on the premises
  • Products altered or damaged by the customer
  • Products returned after the specified timeframe

Online Orders. For orders placed through our website or delivery platforms:

  • Delivery errors must be reported within 2 hours of receipt
  • Photographic evidence of damaged or incorrect items may be required
  • Refunds for online orders may include delivery fees if the error was the bakery's responsibility

Contact Information

To initiate a return or refund, please contact us at:

Phone: +254 716 866 623
Email: info@zubibakes.com
In-person: Visit our bakery at Onn The Way Supermarket, Gigiri.

Policy Changes

Zubi Bakes LLP, reserves the right to modify this policy. Any changes will be posted in our store and on our website. Last Updated: March 2025.