Thank you for supporting BAKDROOM.

As our products are handmade and often custom-made to order, the following Refund & Cancellation Policy applies.

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1. Custom Cookie Orders

All custom cookie orders are created specifically for each customer. 

Deposits and payments are non-refundable once an order has been confirmed.

Changes to an order must be requested as soon as possible and are subject to availability and production schedules.

Once production has begun, changes and cancellations may not be possible.

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2. Order Cancellations

If you need to cancel an order, the following will apply:

• Cancellation more than 14 days before collection/delivery: payments may be converted to store credit valid for 6 months.

• Cancellation 7–14 days before collection/delivery: up to 50% of the order value may be converted to store credit.

• Cancellation less than 7 days before collection/delivery: no refunds or credits will be issued due to ingredients, preparation, and labour already committed.

Any exceptions are at the sole discretion of BAKDROOM.

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3. Cookie Classes & Workshops

Class bookings are non-refundable.

If you are unable to attend, notice must be provided at least 10 days before the class.

Eligible cancellations may receive a credit to be used toward a future class within 6 months.

No-shows and cancellations made within 10 days of the class are not eligible for refunds or credits.

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4. Refunds for Product Issues

Customer satisfaction is VERY important to us.

If there is an issue with your order, please contact us within 24 hours of collection or delivery.

To assess any concerns, we may request:

• Photographs of the product while still in original packaging.

• A description of the issue.

• Proof of purchase.

Refunds, replacements, or credits may be offered at our discretion where a product is found to be faulty or not as ordered.

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5. Collection and Delivery

Customers are responsible for ensuring that:

• Collection details are correct.

• Someone is available to receive delivered orders where applicable.

We are not responsible for damage occurring after collection or successful delivery, including damage caused by transport, weather, improper storage, or handling.

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6. Store Credit

Where store credit is issued:

• It is valid for 6 months from the date of issue.

• It is non-transferable.

• It cannot be exchanged for cash.