Overview
Piping Hot Pizza Cones is committed to supplying products that are correctly described, properly packaged and suitable for their intended purpose.
Please contact us before attempting to return any product. Different procedures apply to food products, non-food equipment and downloadable products. Nothing in this policy excludes or limits any right or remedy available under applicable South African law.
Cancellations Before Dispatch
If you wish to cancel a physical-product order before it has been dispatched, contact us as soon as possible.
Where dispatch can still be stopped, we will ordinarily cancel the order and arrange a refund. Once an order has entered the courier system, the relevant return provisions below will apply.
Food Products
Pizza cones and other edible products are food products. For food-safety, hygiene, preservation and traceability reasons, food that has left our control cannot be returned to our stock, storage or distribution system. This applies even where the customer believes that the packaging remains sealed or unopened.
Customers must not send food products back to Piping Hot Pizza Cones unless expressly instructed to do so in writing. Food received from a customer will never be returned to saleable stock or resold.
If a food product is believed to be damaged, defective, unsafe, incorrectly supplied or unsuitable for consumption:
• do not consume the affected product;
• retain the product and all original packaging temporarily;
• photograph the outer parcel, preservation packaging, product and any visible damage; and
• contact us promptly with the order number and a description of the concern.
We will discuss the matter with the customer and assess the available evidence. Depending on the circumstances, an agreed resolution may include replacement products, a partial or full refund, account credit or another appropriate remedy. Any negotiated resolution remains subject to the customer’s statutory rights.
The fact that food cannot be returned to our commercial system does not remove a customer’s rights concerning defective, unsafe, damaged or incorrectly supplied goods.
Non-food Equipment and Accessories
Non-food products include items such as PizzaFry7 trays, UniTray12 trays, UniStands and other equipment or accessories.
Where a statutory cooling-off right applies to an online purchase, the customer must notify us within seven days of ordering. The customer may be responsible for the direct cost of returning change-of-mind goods and/or a handling fee.
Equipment returns must be unused, unaltered, complete and accompanied by all supplied parts, accessories, instructions and packaging where reasonably possible.
Please contact us before dispatching equipment back to us. We will provide the applicable return instructions and return address. Products must be packaged securely to prevent damage in transit.
Defective, Unsafe or Failed Equipment
South African consumers have statutory rights where goods are defective, unsafe or fail to meet applicable quality standards.
Where the Consumer Protection Act applies, qualifying goods that fail to meet the required standards within a month after delivery may be returned without penalty and at the supplier’s risk and expense. It could result in a repair, replacement or refund, subject to the Act and the circumstances of the matter.
These rights do not ordinarily cover damage caused by misuse, abuse, incorrect installation, unauthorised modification, failure to follow supplied instructions, accidental damage or ordinary wear and tear.
Damaged, Missing or Incorrect Deliveries
Please inspect a parcel promptly after delivery. Where possible, visible courier damage should be recorded with the courier at the time of delivery.
Notify us promptly—preferably within 48 hours—if:
• the parcel or product arrived damaged;
• an item is missing;
• the wrong product was supplied; or
• the quantity supplied differs from the confirmed order.
Please include the order number and clear photographs of the parcel, packaging, courier label and affected products. The requested reporting period assists our investigation and does not limit statutory rights.
Downloadable Products
Downloadable products, including the Pizza Cone Business Blueprint E-book, are supplied electronically.
A change-of-mind refund is not ordinarily available after access to the downloadable product has been granted or the file has been downloaded. However, please contact us if:
• the customer was charged more than once;
• the incorrect digital product was supplied;
• the supplied file is corrupted or cannot be opened; or
• the download link does not function.
We will first attempt to correct the problem by restoring access or supplying the correct working file. A refund may be considered where the problem cannot reasonably be corrected, where a duplicate payment occurred, or where required by applicable law.
Refund Processing
Approved refunds will ordinarily be processed through the original payment method where possible.
Refund processing may take several business days after approval, depending on Yoco, the customer’s bank and the payment method or some other cause. Where a statutory cancellation period applies, the refund will be processed within the period required by law.
Whether original or return courier charges are refundable will depend on the reason for the return and the customer’s applicable statutory rights.
How to Request Assistance
Contact:
Please use our Contact Us page to contact us.
Please provide:
• the order number;
• the customer’s name and contact details;
• the product concerned;
• a clear explanation of the problem; and
• supporting photographs or other relevant evidence.
Do not dispatch any product to us until written return instructions have been supplied.
Applicable Law
This policy must be read together with our Terms and Conditions, Shipping & Delivery Policy and Privacy Policy.
Nothing in this policy is intended to waive, exclude or restrict any non-excludable consumer right under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, or other applicable South African law.