Return Policy

All sales are final. Due to the handcrafted, bespoke, and perishable nature of our products, Pynasty Cakes does not accept returns or offer product exchanges under any circumstances.

• Once an order is confirmed and payment received, the product is prepared exclusively for you. It cannot be resold, repurposed, or returned.
• Change of mind, incorrect flavour selection, or preference changes after confirmation do not qualify for a return, exchange, or refund.
• We strongly encourage all customers to review their order details — flavours, sizes, design preferences, and occasion details — carefully before confirming.

If you need to cancel your order, please contact us as soon as possible via WhatsApp at +267 71 884 955.

• Because ingredients and preparation begin promptly after order confirmation, cancellations are not eligible for a refund regardless of how far in advance notice is given.
• In exceptional circumstances — such as a family bereavement or medical emergency — cancellation requests will be considered at the sole discretion of Pynasty Cakes. Supporting documentation may be requested.
• Pynasty Cakes reserves the right to cancel any order at any time. Where we initiate cancellation, a full refund will be issued promptly.

We take great pride in the quality of every product we send out. However, if something is not right, we want to know. A valid complaint may include:

• The product received is significantly different from what was agreed at the time of ordering.
• The product was damaged at the point of handover — not during transportation by the customer or recipient.
• A component of the order is missing.
• The product is inedible due to a preparation error on our part.

The following do not constitute valid grounds for a complaint or remedy:

• Damage that occurred after the order left our premises.
• Dissatisfaction with a design element that was agreed upon at ordering.
• Minor variations in colour, decoration, or finish that are inherent to handcrafted products.
• Allergic reactions resulting from undisclosed dietary requirements.

If you believe your order qualifies for a complaint, please follow these steps:

Refunds are not offered as a matter of course. A refund will only be issued in the following specific circumstances:

• Pynasty Cakes is unable to fulfil a confirmed order due to circumstances within our control — in which case a full refund will be issued promptly.
• A duplicate or erroneous payment has been made — please contact us immediately via WhatsApp and we will resolve this directly.

Refunds will be processed using the same payment method used at the time of ordering. Processing times may vary depending on your bank or payment provider.

Refunds are not issued for:

• Customer-initiated cancellations.
• Change of mind or preference after confirmation.
• Damage occurring after the order has left our premises.
• Failed delivery due to customer error (incorrect address or unavailability to receive).

For any concerns about your order, please reach out to us as soon as possible:

• Website: pynastyco.company.site
• WhatsApp: +267 71 884 955
• Social Media: Find us under Pynasty Cakes on our official pages
• Location: Gaborone, Botswana

We endeavour to respond to all messages promptly and resolve any concerns with care and professionalism.