Refund policy

At Baked by Sinah, every order is prepared with care, attention to detail, and a commitment to freshness. Because our products are made to order and many of them are perishable, we maintain a strict return and refund policy to protect product quality, food safety, and customer satisfaction.

Due to the nature of baked goods, we do not accept returns once an order has been delivered or collected. All sales are considered final unless the item received is incorrect, damaged, or materially different from what was ordered. We encourage customers to review their order carefully before confirming payment, especially for custom cakes, special occasion treats, personalized decorations, and bulk orders.

If you receive an order that is damaged, incomplete, or incorrect, you must contact us as soon as possible and no later than 24 hours after receiving the order. Please include your full name, order number, date of purchase, a clear description of the issue, and photographs showing the problem. This information helps us assess the matter properly and respond fairly. Without supporting evidence, we may not be able to verify the complaint.

Refunds or replacements may be approved at our discretion where the complaint is valid and the issue is confirmed to be due to an error on our side. In some cases, we may offer a replacement item, a partial refund, or store credit instead of a full refund, depending on the nature of the order and the stage at which the issue is reported. For custom orders, refunds are generally not available once preparation, baking, decorating, or ingredient procurement has begun, since these items are made specifically for your request.

We are not responsible for issues caused by incorrect information provided by the customer, including wrong delivery addresses, incorrect contact details, or unclear order instructions. We are also not responsible for damage caused after delivery or collection, including damage due to improper handling, storage, or delay in refrigeration where required. Because our products are fresh and delicate, they should be handled with care immediately after receipt.

Refunds, where approved, will be processed using the original payment method where possible. Please allow 5 to 10 business days for processing after approval, depending on the payment provider or bank involved. Any processing delays caused by third-party payment processors are outside our control.

We reserve the right to decline a refund request if the claim is made outside the stated time period, if the product has already been consumed or substantially used, or if the issue cannot be verified. This policy does not affect any rights you may have under applicable consumer protection laws.