Hey GF Family
We bake everything fresh, with love and with carefully controlled gluten-free ingredients.
Because our products are perishable food items, we are unable to offer refunds or exchanges once an item has left us. Once it is out of our hands we can no longer control storage conditions, transport temperature, or handling — or whether it enjoyed a few bites on the way home 😉
For health and safety reasons, all sales are final once they leave Crumble.
Once you have paid, we start baking
We are a small kitchen and we prep to order. The moment your order is placed and paid for we begin the work — ingredients are bought and your slot goes into the bake schedule — so orders cannot be cancelled or refunded after payment. This applies to custom cakes too: once a custom order is accepted it is booked into the kitchen, and once it has been collected it cannot be refunded.
If something has genuinely gone wrong, please still talk to us. That is different, and it is covered below.
If we are the ones who cannot fulfil your order — a product turns out to be unavailable — we will contact you and refund you in full. That has always been the case.
If something is genuinely wrong
We would always rather hear from you than have you go quiet. If you believe there is a genuine quality issue:
- Collecting in store? Tell us before you leave the counter.
- Order delivered? Email info@crumblegf.com within 24 hours of delivery, with a photo.
Either way we will need proof of purchase and the product in its original condition.
In line with the Consumer Protection Act, defective goods are assessed and, where applicable, repaired, replaced or refunded at management’s discretion.
If the fault is ours or the courier’s, we carry the cost of getting the product back to us. You will never be out of pocket for a mistake we made.
We are not able to refund or exchange products that are partially consumed, damaged after leaving us, improperly stored, or returned without proof of purchase.
Collecting your order
When you collect, we will ask you to check your order and sign our Order Collection & Acceptance Form. Please do look properly — design, wording, colour and finish — because that is the moment to raise anything, and it is much easier to fix while the cake is still on our counter.
The form also carries our transport and storage instructions. They matter more than they sound: keep the box flat and level, keep the car cool and out of direct sun, refrigerate as soon as you get home, and take buttercream or fresh cream products out of the fridge 30–60 minutes before serving.
Deliveries
Your order travels in the same condition it left our kitchen, and we pack it to survive the trip. Please open and check it as soon as it arrives. If it arrives damaged, spoiled, incomplete or is not what you ordered, email info@crumblegf.com within 24 hours with a photo and we will replace it or refund it. We cover the cost of collecting the product where the fault is ours or the courier’s.
Please note that if a delivery cannot be completed because nobody is available to receive it, or the address given to us is wrong, we are not able to refund a perishable order.
Doves Freee and other packaged products
Sealed, shelf-stable packaged goods are different from our fresh baking, so we treat them differently. If a packaged item arrives damaged, expired or is not what you ordered, tell us within 24 hours with proof of purchase and we will replace it or refund it in full.
If you have bought a sealed packaged product online and simply changed your mind, you may return it unopened, unused and in its original packaging within 7 days of delivery and we will refund the price of the product. Return postage in that case is yours. This does not apply to freshly baked or custom-made items, which cannot be returned.
Orders that were never paid for
If you start an order and do not complete payment, it is released automatically after 3 hours so the stock goes back on sale. Nothing is charged and there is nothing to refund — you are welcome to order again.
How refunds are paid
Where a refund is agreed, it goes back to the card or method you paid with, through Yoco, our payment provider. Your bank usually takes a further 3–10 working days to show the money.
Allergies
Crumble Gluten Free Bakery is a gluten-free facility. Please make sure any allergy or dietary information you give us is correct — and note that once an order has been collected or delivered we cannot control cross-contact outside our premises.
Your rights
None of the above limits your rights under the Consumer Protection Act 68 of 2008, including your right to goods that are safe, of good quality and fit for purpose.
Getting hold of us
Email: info@crumblegf.com
Shop: Shop 35b, Broadacres Shopping Centre, Fourways, Sandton, 2055
Collection hours: Wednesday – Sunday, 9am – 3pm
Thank you for understanding and supporting a proudly gluten-free small business 💗
Where There’s A Whisk, There’s A Way.