Last updated: [26.08.2025]

1. Scope

This Return & Refund Policy explains how we handle complaints, refunds, and replacements for items purchased from Broken Breads Bakery online or in-store.

2. Perishable Goods — General Rule

Because we sell perishable food items, most bakery products cannot be returned for hygiene and safety reasons. However, we will address valid complaints about quality, incorrect items, or damaged goods.

3. When We Will Accept a Claim

Please contact us within 24 hours of receiving your order for daily / perishable items, or within 48 hours for chilled items. To qualify for refund or replacement, you must provide:

  • Order number and date.
  • Photos of the product and packaging (if applicable).
  • A brief description of the issue.

Claims submitted after the timeframe may be reviewed but cannot be guaranteed.

4. Non-Perishable & Packaged Items

Non-perishable or pre-packaged items may be eligible for return if unopened and in original condition within 7 days—subject to inspection.

5. Custom Orders & Cakes

Custom, made-to-order, and personalized cakes are non-refundable once production has begun. If there is a clear problem with the final product (not matching confirmed specifications), contact us within the stated claim window.

6. Refunds & Replacements

  • If a claim is accepted, we will offer a refund, store credit, or replacement at our discretion.
  • Refunds will be processed to the original payment method and may take several business days to appear.

7. Incorrect or Missing Items

If an item is missing or you received the wrong product, notify us immediately and provide your order details. We will arrange a replacement or refund for the affected items.

8. How to Make a Claim

Contact our customer support via the website contact form or phone (details on the Contact page). Provide order number, contact details, photos, and description of the issue.

9. Exceptions & Final Sale Items

Promotional, discounted, or clearance items are final sale unless otherwise stated.

10. Additional Notes

We may ask for returned items to be collected or for you to provide evidence (photos) instead of returning perishable products to ensure safety and quality control.