Terms and Conditions

1. Contact Details:

The Muffineers
26 Penelope Street,
072 679 5556 (Dineo Masilo)
068 510 0020 (Khanyisile Tlamane)

2. Payment

2.1 Deposit:

  • 50% Deposit due on placement of order
  • Balance due when you get the cake.
  • Deposits are non-refundable after 72 hours of deposit.
  • If paying by cash, correct change is appreciated, as we may not have the exact change on the premises.
  • If paying by internet transfer, the money needs to hit the account BEFORE the product leaves the premises.
  • We shall only be deemed to have accepted your order for goods on receipt of deposit.
  • All payments for goods ordered from us may be made through our online credit/cheque card payment portal, or in-store, or via electronic funds transfer (EFT) provided there is sufficient time for your EFT payment to clear into our account.
  • Your order will only go into production once payment has been received.
  • No goods will be made available for collection, nor will goods be delivered, prior to receipt of payment.

2.2 Cancellation:

  • No refunds will be made for orders cancelled within a week before the event, the full amount will be lost (Please note that the deposit will not be refunded only the remaining amount)
  • Deposits are non-refundable.

3. Cancellation Policy:

In the event, at least 4 days in advance, failure to do so will result in one paying a cancelation fee which is 25% of the order price.

4. Best before dates and allergy information:

  • Advise and recommendations will be given on the best before date and how to handle and store the cake. Most cakes can be successfully stored in airtight containers or refrigerated.
  • We, however, cannot take responsibility for uncontrolled environments once delivered, as ingredients are fresh, and can easily become rancid.
  • Please note that it is your responsibility as a customer to inform us of any allergies that you may have with the ingredients of the cake, we cannot be held liable for any allergy reaction that may occur from a customer.
  • We work in a kitchen that uses gluten, dairy, eggs, and almonds. Only two of our products contain almonds, the rest of the products are nut-free. If you have an allergy to any of these ingredients, please be sure to inform us and we will try our best not to let your baked goods come into contact with the allergens.
  • Please note, however, that we cannot guarantee that traces of these allergens won’t come into contact with your products, so ordering from us is entirely at your own risk.

5. Privacy

We see all your information given to us as private, and no data/details will be given to another party without consent.

6. Orders

We prefer at least three (3) days’ notice for all orders, as we are continually booked in advance. We, however, endeavor, where availability permits, accept short notice cakes. Any products ordered from a picture or photo of a product produced by any other cake maker can only be reproduced by us as our interpretation of that product and will not be an exact reproduction of the product in the picture or photo.

7. Quotations

All quotations are valid for 7 days from the date of issue

8. State of the cake/pick-up

  • It is the responsibility of the customer to check the state of the product before leaving the premises. Once the item has left the premises, the customer is responsible to ensure that the product gets to its destination safely and is stored as per our instructions to achieve the best results for taste and quality.
  • If a third party will be collecting the cake on the customer’s behalf, the customer needs to send a written email/text to say that a third-party will be collecting the cake.
  • The customer is liable for any damage, accident, or mishap that may occur once the cake is released from the care and custody of the supplier. The supplier is not liable for any damage that may occur thereafter.

9. Delivery

  • A delivery date and time will be agreed by both parties, and if the customer is not at the location at this time and date, and we are not able to contact the customer, the product will be transported back to our premises, and it will be the customer’s responsibility to collect the product.
  • Delivery fees are based on both the area for delivery and the size of the goods to be delivered, and delivery fees shall be quoted separately to the products ordered.
  • Delivery prices quoted on our website are estimates only and will be confirmed once you have sent us the delivery address.
  • Deliveries shall take place on the day selected by you, provided that our delivery team has availability. Delivery times are between 09:30 and 18:00 Tuesday to Friday, and between 09:00 and 15:00 on Saturdays. We cannot guarantee a specific time of delivery, only the date for delivery. If we are unable to arrange for your goods to be delivered to you at your preferred time, we recommend you request the delivery to take place one day prior to your event taking place, or, alternatively, self-collection is recommended, in which case your goods will be made available on your selected date during our store’s opening hours.
  • We shall not be liable for any loss or damage suffered by you through reasonable or unavoidable delays in delivery, which include reasons beyond our control. We will inform you as soon as possible of any event, which we had not previously foreseen, that may cause a delay in delivery. Please ensure that someone will be available at the delivery address on the day selected for delivery. If you, or the third party specified by you, is not available on delivery to receive the goods, we will be entitled, but not obligated, to deliver the goods at reception, receiving, security, at a neighbour or with a seemingly responsible person at your specified delivery address, during ordinary working hours (“alternate delivery”). In such circumstances, delivery shall be deemed to have been properly affected or carried out by us.
  • In all cases, risk of damage or destruction to the goods shall pass to you on delivery or alternate delivery. If we unsuccessfully attempted delivery, where you or the specified third-party recipient were not available or present to receive delivery, and we elected not to affect an alternate delivery, the goods will be returned to our store, and we will be entitled to charge our normal delivery fee. Thereafter, you can either arrange self-collection or elect for us to attempt to re-deliver the goods, in which case an additional delivery fee shall be levied.
  • Re-delivery on the same day will be subject to availability, and a same-day surcharge will be added to the normal delivery fee.
  • If you select delivery to be made at your place of work or somewhere with a mailroom or courier point, or other place where there is a third-party receiver on your behalf, kindly take note that we cannot accept any liability for the treatment of your delivered goods or the mishandling thereof after delivery has been made and the goods have been accepted. Additionally, any representative/s at such delivery address shall be deemed to have been duly authorised to take delivery. All of our drivers are however instructed in the correct handling of the goods and will always pass this information on to any such representative/s.
  • In the event of Goods ordered as a gift which is to be delivered to a gift recipient, it is best to let them know to expect delivery to avoid an unsuccessful delivery attempt, which will be subject to re-delivery fees.
  • Our drivers are only able to wait for a recipient for a limited amount of time before continuing with their scheduled deliveries. Please be mindful of this and ensure that someone is present at the delivery address to receive the delivery to avoid any disappointments and any additional fees.
  • Should you cancel delivery of the goods within 48 (forty-eight) hours of the scheduled delivery date, and opt for in-store collection, any refunds of the delivery fee will be subject to a R50 admin charge.
  • You may elect to collect in-store or arrange for someone else to collect on your behalf (e.g., a family member, friend, or your own courier), but once goods have been handed over, all risk and liability will pass to you, and we will no longer be liable for any damages or destruction that may occur in transit or otherwise.

10. Damaged or Incorrect Products

  • When the order is handed over, either via collection or delivery, you are required to inspect the products. If upon inspection, you find that the products are damaged or are not the products that you originally ordered, you may refuse to accept the handover. At your request, the correct products will be replaced and redelivered to you at no extra cost.
  • If you inspect the products and do not immediately notify us that they are either damaged or incorrect, then the products will be deemed to have been delivered in good order and we will not have any obligation to replace those products.

11. Complaints and Returns

  • If you are dissatisfied with goods purchased from us, you may return it to The Muffineers physical address, where an owner or manager must be afforded an opportunity to observe and inspect the goods in question, whereafter The Muffineers will, at their discretion, offer the user a replacement or exchange, a voucher, or under select circumstances a refund may be offered, which may or may not be to the full amount of the order cost.
  • The Muffineers is committed to offering quality baked goods. Our goal is to ensure that our delicious cakes/muffins meet or exceed your expectations on quality. If you aren’t satisfied with the quality of your baked goods, we may replace the item or provide you with a voucher as deemed appropriate in line with The Muffineers quality control team, upon return of the unsatisfactory product.

12. Handling Your Cake/Baked Goods

  • Please note that, once your cake has been collected, we advise that you place the cake on the flattest surface in your (preferably) air-conditioned vehicle, which is usually the floor of the passenger seat or the boot, with a non-slip mat underneath the box.
  • Please do not transport your cake or baked goods on a lap or on a car seat.
  • You should take your cake home or to your venue immediately, please do not continue with any errands while your cake is in the car as it may get damaged or melt during this time, which is entirely at your own risk.
  • Once you have arrived at your destination, or, in the case of delivery, when your cake has been handed over to you, please place the cake in the fridge until the recommended time prior to serving, unless you are instructed otherwise.
  • Weather dependent, on hot days your cakes and baked goods should be taken out of the fridge 60-90 mins prior to serving the cake (e.g., just before your celebration begins) to readjust to room temp, and on cold days your cakes and baked good should be taken out of the fridge 3-6 hours prior to serving, to readjust to room temp.
  • Cakes and baked goods should not be eaten cold.