CUSTOMER POLICY
Refund & Cancellation Policy
Effective date: 30 September 2026
SweetBite aims to provide fresh products and reliable delivery. This policy explains when an order may be cancelled and when a refund may be issued.
1. Cancellation before preparation
You may contact SweetBite as soon as possible to request cancellation. If the order has not yet been prepared or dispatched, we will review the request and, where approved, arrange a refund of the eligible amount.
2. Cancellation after preparation or dispatch
Once an order has been prepared or dispatched, cancellation may not be possible because products may have been prepared specifically for the customer. Requests at this stage will be reviewed based on the circumstances.
3. When a refund may apply
- SweetBite cannot fulfil a paid order.
- A paid item is unavailable and no acceptable replacement is agreed.
- An order contains a material missing or incorrect item caused by SweetBite.
- A serious product or delivery issue is reported promptly and verified by SweetBite.
- A duplicate payment is confirmed.
4. Incorrect customer information
Refunds may not be available where delivery fails because the customer supplied an incorrect address, unreachable phone number, incomplete information, or was unavailable to receive the order. Such cases will be reviewed individually.
5. Reporting an issue
Customers should contact SweetBite as soon as reasonably possible after receiving an order, preferably the same day, with the order number and a clear description of the issue. Photos may be requested where they help us investigate.
6. Refund method and timing
Approved refunds for payments made through Paystack will normally be initiated through the applicable payment/refund process. The time for funds to appear can depend on the payment provider and the customer's bank.
7. Partial refunds
Where only part of an order is affected, SweetBite may consider a partial refund for the affected item or eligible amount instead of a full refund.