Eligible for refund or replacement

• You received the wrong item.
• An item was missing from your order.
• The product arrived visibly damaged due to handling in transit.
• There is a quality issue (mould, incorrect bake, unacceptable condition) reported within 2 hours of delivery.

Not eligible

• Change of mind on perishable items after the order has been delivered.
• Issues reported more than 2 hours after delivery, as quality cannot be verified.
• Damage caused by improper storage or handling by the customer after delivery.
• Minor cosmetic differences in appearance that do not affect product quality or safety.

How to report an issue

• Contact us within 2 hours of delivery via WhatsApp or email at workbyprat@gmail.com.
• Include your order ID (shown in the order confirmation) and a clear photo of the issue.
• The faster you report, the faster we can verify and resolve it.

Resolution timeline

• Our team reviews all reports and responds within 24 hours of receiving your message.
• Approved replacements are dispatched at the next available delivery slot.
• Approved refunds are initiated within 2 business days of approval.

Refund method

Refunds are returned to the original payment method where possible. For cash-on-delivery orders, we may issue store credit or arrange an alternative resolution. The method will be confirmed when your refund is approved.