Heypure Artisan support
Refund and replacement policy
Because our products are freshly baked and perishable, our refund and replacement window is short. We take quality seriously — if something is wrong, please reach out promptly and we will make it right.
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.