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Baked by Berg — Refund Policy

Last updated: 19/11/2025

At Baked by Berg, every product is handmade in small batches using premium ingredients.
Because our items are fresh, perishable goods, we have a strict but fair refund policy to protect both our customers and our business.

Please read the following carefully before placing an order.

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1. No Returns on Food Items

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Due to health and safety regulations, we cannot accept returns on any food product.

All sales are final once the order has been picked up.

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2. Refunds Are Available In Limited Situations

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Refunds or replacements may be offered if:

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✔ An incorrect order was provided

(e.g., wrong flavour, missing item)

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✔ There is a confirmed quality issue

(e.g., item underbaked, burned, unsafe to eat)
The issue must be reported within 12 hours of pickup with photos.

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✔ Baked by Berg made an operational error

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(e.g., wrong pickup time communicated, product unavailable)

If eligible, refunds may be issued as:

  • A full refund

  • A partial refund

  • A replacement product on next bake day

  • Store credit

The choice is at the discretion of Baked by Berg.

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3. Situations Where Refunds Will NOT Be Provided

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Refunds will not be granted for:

✘ Change of mind

✘ Not liking the flavour, sweetness level, texture, or personal preference

Taste is subjective — but we welcome constructive feedback!

✘ Failure to collect your order on time

Orders not collected within 24 hours are non-refundable.

✘ Incorrect storage after pickup

Cookies must be stored as instructed.

✘ Damage caused after pickup

(e.g., dropped box, melting in a hot car, children/partners stealing cookies)

✘ Late cancellations

Any cancellation less than 24 hours before pickup is non-refundable.

4. Pickup Issues

If you are late or miss your pickup window:

  • The product may lose freshness

  • We cannot guarantee texture or quality

  • No refunds will be provided

If you need to adjust a pickup time, please message us as early as possible and we will try to accommodate.

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5. Allergy & Dietary Responsibility

We work in a home kitchen that handles:

  • Gluten

  • Dairy

  • Eggs

  • Nuts

  • Soy

  • Chocolate

  • Food colourings

Cross-contamination may occur.

We cannot provide refunds for:

  • Allergic reactions caused by undisclosed allergies

  • Dietary misunderstandings

  • Incorrect customer assumptions

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Please ask questions before placing an order.

6. Dissatisfaction Policy (Our Promise)

We take pride in our cookies. If something feels “off,” the product tasted unusual, or didn’t meet your expectations:

📸 Please take a photo
📝 Explain what went wrong
⏱️ Contact us within 12 hours

We will do our best to make it right — but refunds are not guaranteed for subjective issues.

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7. Cancelations

You may cancel your order up to 24 hours before your pickup time for a:

  • Full refund

  • Credit

  • Or rescheduled bake day

Cancellations within 24 hours are non-refundable, as ingredients and prep have already begun.

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8. Bulk Orders / Special Orders

Large or custom orders may require:

  • A deposit

  • Earlier notice

  • Strict cancellation terms

These details will be confirmed before payment.

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9. Contact Us

For refund requests or questions:

📧 Bakedbyberg@outlook.com
IG: @bakedbyberg

We aim to respond within 24 hours (excluding FIFO shifts).

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