Refund & Collection Policy

Collection only

Thistle Bakery does not deliver. Every order is collected from our factory shop at 15 Brussels Road, Aeroport, Spartan, Kempton Park, Gauteng, 1619.

Collection hours are Monday to Friday 06h30–16h30 and Saturday 07h00–13h00. We are closed on Sundays and public holidays unless advertised otherwise.

Lead time

All orders require at least 48 hours’ notice so that your items can be freshly baked. Custom and celebration orders usually need longer, and we will confirm the lead time when we quote.

Collecting your order

Please collect on the agreed date and bring your order number. If someone else is collecting on your behalf, let us know their name in advance.

Our products are freshly baked and perishable. We will hold an uncollected order until the end of the trading day it was due. After that we cannot guarantee it will still be fit to sell to you, and we may not be able to offer a refund or a replacement for an order that was not collected on time. If you know you are going to be late or cannot make the date, contact us as soon as possible and we will do what we can.

Changing or cancelling an order

You can change or cancel a standard order free of charge up to 48 hours before your collection date, because baking will not yet have started. Contact us on +27 11 392 4405 or at Debtors@thistlebakery.co.za.

Once baking has started we may not be able to cancel the order or refund it in full, as fresh ingredients will already have been used.

Custom and celebration orders

Custom items are made to your specification and cannot be resold. Deposits on custom orders are not refundable once we have started baking or decorating. If you cancel before work begins, your deposit is refunded in full.

Perishable goods and cooling-off

Under section 42 of the Electronic Communications and Transactions Act 25 of 2002, the seven-day cooling-off right for goods bought online does not apply to goods that are perishable or that are made to the consumer’s specification. Because everything we bake is fresh and perishable, and custom orders are made to your specification, that cooling-off right does not apply to our products.

This does not affect your rights where an order is not what you ordered, or is not of the quality you are entitled to expect.

If something is wrong with your order

If your order is incorrect, incomplete, or not of satisfactory quality, tell us as soon as possible and no later than 24 hours after collection, so that we can assess it while the product is still fresh. Contact us on +27 11 392 4405 or at Debtors@thistlebakery.co.za, and where you can, send us a photograph.

Where an order is wrong or defective, you may choose between having it replaced or refunded. This is in line with your rights under the Consumer Protection Act 68 of 2008. We may ask you to return the item, or to bring it back to the factory shop, so that we can inspect it.

We are not able to refund items simply because you have changed your mind about a fresh product after collection.

How refunds are paid

Approved refunds are paid back to the original payment method. Where you paid by electronic funds transfer, we will refund to the account the payment came from and may ask you to confirm those details in writing.

We aim to process approved refunds within 7 working days. Your bank may take a few days more to reflect the funds.

Wholesale orders

Returns, credits and claims on wholesale supply are handled under the terms agreed with each wholesale customer and are not covered by this policy.

Contact us

Thistle Bakery (PTY) Ltd, 15 Brussels Road, Aeroport, Spartan, Kempton Park, Gauteng, 1619.
Telephone +27 11 392 4405 or +27 11 392 1201.
Email Debtors@thistlebakery.co.za.