1. No normal returns or refunds
Our products are food items and are freshly prepared/baked based on your order. For this reason, we do not accept normal returns, exchanges or refunds simply because a customer changes their mind, ordered by mistake, no longer wants the product, or does not like the product after delivery.
Our standard resolution for an eligible verified issue is a replacement, not a cash refund.
2. When a replacement may be considered
| Issue | What to do |
|---|---|
| Damaged product | Contact us within 24 hours and share clear photos/videos of the damaged product and packaging. |
| Wrong delivery | Contact us within 24 hours and share clear photos/videos showing the item received and its packaging/label. |
| Incomplete order | Contact us within 24 hours and share clear photos/videos of the received package and contents so the missing item can be verified. |
3. How the replacement process works
- Contact BFT. Tell us about the issue through the Contact page or our available customer communication channel.
- Send proof. Provide clear photos/videos of the product and packaging. For food-quality complaints, an opening/unboxing video is strongly preferred.
- Verification. Our team reviews the complaint, order details and proof. A replacement is arranged only where the issue is verified and falls within this policy.
- Pickup, where required. Depending on the issue and product, BFT may arrange pickup of the affected item. Pickup may not be required in every case.
- Replacement preparation. The replacement is prepared/packed according to the verified issue and the original order.
- Replacement delivery. Once shipped, the replacement may have its own tracking details and replacement reference.
4. Proof is required
We require clear evidence before approving a replacement. Depending on the complaint, this may include photographs, a video, packaging images, the shipping label, and the contents received.
For damaged, wrong or incomplete deliveries, video proof is strongly required where reasonably possible. If sufficient proof is not provided, BFT may be unable to verify the complaint and the replacement request may be declined.
5. Opened or consumed products
If there is a genuine product-quality or safety concern, please stop consuming the product and contact us immediately with the relevant details and proof. Our team will review the matter based on the circumstances.
6. Freshly prepared / baked products
This also means that a replacement request cannot be used as a general order-cancellation mechanism after the order has been prepared.
7. Replacement reference
When a replacement is approved and initiated, BFT may create a separate replacement reference linked to the original order. The original order remains part of your order history, while the replacement has its own operational tracking for pickup and/or delivery.
8. Replacement limitations
- A complaint must normally be reported within 24 hours of delivery.
- Replacement is subject to verification of the reported issue.
- Replacement quantity is limited to the verified affected/missing/wrongly delivered quantity.
- We may ask for additional information or proof where the initial evidence is insufficient.
- A replacement may be declined where the issue is caused by incorrect storage, mishandling after delivery, normal product characteristics, or circumstances outside the scope of this policy.
9. No change-of-mind cancellation
Once an order is placed, it is processed for preparation according to the order received. Because our products are prepared/baked for orders, cancellations requested merely because of a change of mind are not accepted under this policy.
10. Contact us
For a damaged, wrong or incomplete delivery, please use the Contact page as soon as possible and keep the product, packaging and proof available until the complaint has been reviewed.
11. Policy changes
We may update this policy when our products, fulfilment process or applicable requirements change. The latest version published on this page will apply to future orders.
Nothing in this policy is intended to exclude or restrict a consumer right that cannot lawfully be excluded or restricted.