Refund Policy

At DoughJo, we aim to ensure that every order meets our quality standards. Because our products are fresh food items and many are prepared specifically for individual customers, refunds and replacements are handled according to the circumstances of each case.

2.1 When a Refund or Replacement May Be Offered

A refund, replacement, or other appropriate resolution may be considered when:

• The wrong product has been delivered.
• An item is missing from the order.
• A product arrives damaged before being handed over by a DoughJo- arranged delivery service.
• A product has a substantiated quality issue.
• DoughJo is unable to fulfil a confirmed and paid order.

The appropriate resolution will depend on the nature of the issue, the evidence available, and applicable consumer protection requirements.

2.2 Non-Refundable Situations

Refunds will generally not be provided for:

• Change of mind after an order has been prepared or dispatched.
• Products consumed, partially consumed, or discarded before the issue is reported and reasonably verified.
• Customized cakes prepared according to the specifications approved by the customer, where the complaint concerns a subjective difference in appearance or expectations rather than an agreed specification or genuine quality issue.
• Damage caused by improper handling, storage, or transportation after the customer or their independent courier has taken possession of the order.
• Incorrect information supplied by the customer, where that information caused the fulfilment issue.

These exclusions do not apply where a refund or other remedy is required by law.

2.3 How to Request a Refund

To report an issue:

1. Contact DoughJo through our official WhatsApp, phone number, or email.
2. Provide your order number, registered contact details, and a description of the issue.
3. Where applicable, share clear photographs of the product, packaging, and delivery condition.
4. Submit the complaint as soon as possible (within 24-hours) after receiving the order so that we can investigate it effectively.

Please retain the product and packaging, where reasonably possible, until our team has advised you on the next steps.

2.4 Refund Processing

• Each request will be reviewed individually.
• Once a refund is approved, it will be processed through the original payment method where possible, or another mutually agreed method.
• Bank, payment gateway, and wallet processing times may vary. We will communicate the expected processing timeline when the refund is approved.
• Where an order cannot be fulfilled by DoughJo, the customer will be informed of the available resolution.

Important: Refund eligibility is subject to applicable Pakistani consumer protection law. This policy does not remove any rights customers may have under the law.