At Rookies Cookies, we strive to deliver fresh, delicious desserts with every order. Your satisfaction is our priority. Please read our Return & Refund Policy to understand how we can assist you if something goes wrong with your purchase.
1. No Returns on Perishable Items
Because our products including cookies, coffee, ice cream, and drinks are perishable, we do not accept physical returns once an order has been delivered.
2. Refund Eligibility
You may be eligible for a refund or replacement if:
- You received the wrong item
- Your order arrived damaged, melted, or spoiled
- Items were missing from your order
- Your order was never delivered
To qualify, please contact us within 24 hours of receiving your order.
3. Refund Request Process
To request a refund or replacement:
- Email our support team at [hello@rookies.ng]
- Include your order number, full name, and contact details
- Provide clear photos of the issue (e.g., damaged or incorrect item)
- Describe what went wrong with your order
We will review your request and respond within 48 hours.
4. Non-Refundable Situations
Refunds will not be granted if:
- You changed your mind after purchase
- The product was stored improperly after delivery
- The order has been opened, consumed, or tampered with
- More than 24 hours have passed since delivery
5. Cancellations
- Orders may be cancelled within 1 hour of purchase for a full refund.
- Once preparation begins, cancellations are no longer possible.
6. Delivery Issues
If delivery fails due to an incorrect address or inability to reach the customer, refunds may not be issued. A redelivery fee may apply.
7. Contact Us
For questions or refund requests, please reach out to our customer care team:
Email Address: [hello@rookies.ng]
Phone Number: [+234 913 716 3354]
