Refund policy

An order can be cancelled if payment has not been made yet for the order by the customer. Once payment has been made by the customer for an order, the order can only be cancelled within 24 hours of processing of the payment. 

The provision of goods and services by MOTHERDOUGH is subject to availability, with the option of pre-order and reservation on some items. At the time of purchase, we indicate stock and/or production lead times as well as our delivery lead times. We aim to stick to these lead times wherever within our control. Should be be unable to dispatch a product within the lead time, we reserve the right to extend the lead time by a maximum of 21 working days. In cases of unavailability, MOTHERDOUGH will contact you with options.

If a product is damaged or broken when you receive it, you must inform MOTHERDOUGH within one working day of receiving it. We will then make arrangements for a replacement product to be sent to you on our account or to refund or credit you in full for the damaged or broken product. 

Custom orders cannot be returned or refunded. Please make sure that the customisation details such as measurements are correct.

Orders for perishable items cannot be refunded. A store credit may be issued at our discretion.

Where a refund is possible, a handling fee of 20% may be charged. We will only refund to your original form of payment for your order. Please allow 14 working days to receive your refund. In most instances we rely on a third party payment processor to execute the refund. 

All products are sold with a 10 day satisfaction guarantee. If you are not completely happy with a product that you received with your order, you can contact us within 10 days of receipt with the reason of dissatisfaction. If the product is in its original sealed state we will issue a return number and a return delivery address. Shipping costs for the return will be for your account. Upon receipt, we will inspect the item and if it is in its original sealed state, we will refund you the value of the product. If you have opened and/or used the product and are not satisfied, we will review your complaint and provide, at our sole discretion, a replacement, refund or store credit. We charge a refund fee of 20% of the regular purchase price plus the cost of the shipping return. This will be deducted before you are refunded or before a store voucher is issued. 

The Motherdough culture sale and replacement programme have been discontinued.

If you receive the wrong product you must contact MOTHERDOUGH within one working day to enable us to correct the mistake and ship the correct product.

Gift Vouchers 

Gift Cards do expire in 36 months and can be applied toward the future price of a course or any online product. Gift Cards have a specific value, credit balances cannot be refunded and the client will be required to pay any amounts due should the gift card not cover the full amount at the time of purchase. Gift Cards cannot be used on our retail store are are redeemable online only.