Refund policy

Last updated: 29 September 2026

At Douvs, we take pride in the quality of our freshly baked butter cookies and carefully prepare and pack every order before delivery.

1. No Refunds or Cancellations

Due to the nature of our freshly baked food products, all orders are non-refundable and cannot be cancelled once payment has been made.

Please review all order details carefully before completing your purchase.

This includes:

Flavour selection
Quantity
Box size
Delivery date
Delivery information

2. Changes to Orders

If you need to make changes to your order, please contact us via WhatsApp within 12 hours of placing your order.

Changes are subject to order preparation status and availability. Changes cannot be guaranteed once your order has entered preparation.

3. Damaged Orders

Minor cracks or breakage caused by normal courier handling are not eligible for a refund or replacement.

If your parcel arrives with significant damage, please contact us via WhatsApp within 24 hours of receiving your order and provide clear photos or videos of the parcel, packaging and damaged products.

Each case will be reviewed individually.

Where appropriate, Douvs may offer a suitable resolution depending on the circumstances.

4. Incorrect Information

Douvs is not responsible for losses, failed deliveries or additional delivery charges resulting from incorrect or incomplete information provided by the customer, including an incorrect delivery address or contact number.

5. Contact Us

For any concerns regarding your order, please contact us via WhatsApp as soon as possible.