Cancellation, Returns and Refunds Policy
Effective 15 September 2026
The Arabic text is the binding version. This English translation is provided for convenience.
Cancelling and amending an order
Cancellation or amendment can be requested on WhatsApp at 0559193712 with the order number. We accept cancellation before preparation actually begins or before dispatch, and refund the amount in full. After that we assess the request according to the type and condition of the product and the customer's statutory rights. The terms for bespoke orders are set out before payment, and an order being described as bespoke is not a reason to refuse a claim where there is a defect or a departure from the specification.
Fresh food products
We do not accept the return of perishable products merely on a change of mind after delivery, where the statutory exception applies to them. That does not cover products that are defective, damaged on delivery, non-conforming or short. Products not covered by the exception are subject to the right to withdraw from the contract, on the terms and within the periods set by the E-Commerce Law and its regulations; not every product in the shop is automatically treated as excepted.
Wrong, defective or short items
If a product arrives damaged, non-conforming or short, contact us as soon as possible with the order number and the problem, attaching a photograph if you can. We check and provide the appropriate remedy according to the circumstances and statutory rights — replacement, making up the shortfall, or refunding the amount due. We bear the cost of correction and delivery arising from our error, and we do not require unsafe food to be returned in a way that puts the customer at risk.
Non-fulfilment and delay
If we cancel the order or cannot supply it, we return the full amount paid for it, including the charge for a delivery not made. We do not impose a substitute without the customer's agreement. Where there is delay, the rights of cancellation and refund set by law or under the agreed time apply, and a product being classed as fresh does not prevent a claim arising from the shop's own breach.
How refunds and complaints are handled
Amounts are returned to the original payment method within the periods published in the payment policy. The refund is determined by the part affected, together with the return of charges tied to a service not performed; we do not deduct payment gateway fees where the shop is at fault or has cancelled the order. Claims are made to info@bakedbybm.com or 0559193712, and the customer may refer the matter to the competent authorities if the complaint is not resolved.