Last Updated: September 2026
At Oumie’s Homemade Rusks, our rusks are freshly baked and prepared with care. Because our products are fresh food items, we have a specific returns and refund policy to protect both our customers and the quality of our products.
1. Fresh Food Products
Due to the nature of our homemade rusks, we generally cannot accept returns of food products once they have been delivered or collected, unless the product is faulty, damaged or incorrect.
This is because we cannot resell food products once they have left our control.
2. Incorrect or Damaged Orders
If you receive:
- The wrong flavour or product
- A damaged package
- A product that appears to have been damaged during delivery
- An order that is missing an item
Please contact us as soon as possible after receiving your order.
We may request photographs of the product and packaging so that we can investigate the issue.
Where appropriate, we may offer:
- A replacement product
- A replacement of the affected item
- A refund for the affected item
3. Product Quality
We take pride in the quality of our homemade rusks. If you believe there is a genuine quality issue with your order, please contact us as soon as possible.
Please provide:
- Your name
- Order details
- Date of purchase
- Description of the problem
- Photographs where applicable
Each complaint will be considered individually.
4. Change of Mind
Because rusks are fresh food products, we generally do not accept returns or provide refunds where a customer simply changes their mind after placing or receiving an order.
Please ensure that you have selected the correct products and quantities before completing your purchase.
5. Order Cancellation
If you need to cancel an order, please contact us as soon as possible.
Orders that have already been prepared, baked, packed or dispatched may not be eligible for cancellation or a refund.
If your order has not yet been prepared, we will consider the cancellation request and advise you of the available options.
6. Refunds
Where a refund has been approved, the refund will normally be processed using the original payment method, where technically possible.
Refund processing times may vary depending on the payment provider or bank.
7. Delivery Fees
Delivery fees are generally non-refundable, unless the refund is required because of an error or failure on our part.
Where an incorrect or damaged product has been confirmed, we will discuss the appropriate replacement or delivery arrangements with you.
8. Courier Deliveries
For courier deliveries, once the parcel has been handed to the courier, delivery times and handling are subject to the courier company’s terms and conditions.
If your parcel arrives damaged, please take photographs of the packaging and product and contact us promptly so that we can investigate the matter.
9. Allergies and Ingredients
Customers are responsible for reviewing the ingredients and allergen information before purchasing.
Our products may contain allergens including wheat/gluten, milk/dairy, eggs and nuts, depending on the flavour.
If you have a food allergy or specific dietary requirement, please contact us before placing your order so that we can provide the relevant product information.
10. Contact Us
For refund, return or order-related enquiries, please contact:
Oumie’s Homemade Rusks
📞 073 368 6665
📞 082 653 2059
📍 Nr 80 Douglasdale Retirement Village
28 Galloway Avenue, Douglasdale
Gauteng, South Africa