Last updated: 30 August 2026
We want every High Confectioner order to reach you in the condition intended. Because our products are consumable food products, returns and refunds are handled differently from ordinary non-perishable retail goods.
Change of Mind
Due to the consumable and perishable nature of our products, we generally cannot accept returns or exchanges simply because you have changed your mind once an order has been supplied.
Please check your order carefully before completing your purchase.
Damaged or Incorrect Orders
If your order arrives damaged, contains an incorrect product, or there is another problem with the order we supplied, please contact us as soon as reasonably possible after receiving it.
To help us assess the issue, we may ask you to provide:
- Your order number
- A description of the problem
- Clear photographs of the product and packaging
- Any other information reasonably required to investigate the issue
Please keep the affected product and its packaging until we have responded to your query, as we may need additional information or photographs.
Missing Items
If an item is missing from your order, please contact us as soon as reasonably possible after receiving your order and provide your order number together with details of the missing item.
We will review the order and, where the claim is confirmed, arrange an appropriate resolution.
Refunds and Replacements
Where we confirm that a product was supplied incorrectly, was defective, or was damaged before or during delivery, we may, depending on the circumstances and applicable law:
- Replace the affected product;
- Provide an appropriate credit; or
- Issue a refund for the affected product.
The appropriate remedy will depend on the circumstances of the order and the nature of the problem.
Nothing in this policy is intended to limit any rights or remedies that cannot lawfully be excluded under applicable South African consumer law.
Bank Voucher Payments
Orders paid using Bank Voucher are only processed once the voucher has been received and successfully verified.
If a refund is approved for an order originally paid by Bank Voucher, we will communicate with you regarding the appropriate refund method and any information reasonably required to process it.
Never provide your online banking password or other unnecessary banking credentials to us.
Delivery Charges
Where a refund or replacement results from an error on our part, an incorrect product, or a confirmed defective or damaged product, we will determine the appropriate treatment of any associated delivery costs in accordance with the circumstances and applicable law.
Original delivery charges are not ordinarily refundable where an order was correctly fulfilled and delivered and no defect or error occurred.
Collection Orders
Members who have access to our collection option should inspect their order as soon as reasonably possible after collection.
If you discover an incorrect, damaged or defective product, please contact us promptly and provide your order number and details of the problem.
Order Cancellations
If you need to request cancellation of an order, contact us as soon as possible.
If preparation, fulfilment or dispatch has already begun, cancellation may no longer be possible, particularly because our products are consumable goods.
Where we are able to cancel an order before fulfilment, we will advise you of the applicable refund arrangements.
Refused or Failed Deliveries
Customers are responsible for providing accurate delivery and contact information and for being reasonably available to receive an order.
Additional delivery charges may apply where an order needs to be redelivered because incorrect delivery information was supplied or a delivery could not reasonably be completed.
Product Storage and Handling
Customers are responsible for following any storage and handling instructions supplied with a product.
We may not be able to provide a refund or replacement where deterioration or damage results from improper storage or handling after the product has been delivered or collected.
Contact Us
If there is a problem with your order, please contact High Confectioner using the contact details provided on our website and include your order number so that we can assist you.