Skip to main content
BAKENDALES

Refund Policy

Effective Date: 3/6/2020
Last Updated: 8/9/2025

At Bakendales, we are committed to providing exceptional French pastries, café experiences, and catering services. This Refund Policy outlines our procedures for refunds and returns across all our service offerings.

 

1. General Refund Principles

Quality Guarantee: We stand behind the quality of all our products and services. If you are not completely satisfied with your purchase, we will work with you to make it right.

Perishable Nature: Due to the perishable nature of our baked goods and food items, special conditions apply to refunds and exchanges.

Custom Orders: Custom cakes, pastries, and catering orders are subject to different refund terms due to their personalized nature.

 

2. Refund Eligibility
2.1 Eligible for Full Refund:
  • Products that are defective, spoiled, or do not meet our quality standards
  • Orders that were incorrectly prepared or contain wrong items
  • Services not delivered as promised due to our error
  • Cancellations made within our specified timeframes

 

2.2 Not Eligible for Refund:
  • Change of mind on standard menu items after preparation has begun
  • Custom orders canceled less than 48 hours before scheduled delivery/pickup
  • Perishable items consumed or partially consumed (unless defective)
  • Event catering cancellations less than 72 hours before the event

 

3. Product-specific Refund Policies
3.1 Fresh Pastries & Bakery Items

Refund Window: Same day of purchase
Conditions: Items must be unopened and in original packaging
Process: Return to Bakendales Café within operating hours with original receipt

 

3.2 Custom Cakes & Special Orders

Cancellation Period:

  • Full refund: 72+ hours before scheduled pickup/delivery
  • 50% refund: 48-72 hours before scheduled pickup/delivery
  • No refund: Less than 48 hours before scheduled pickup/delivery

Quality Issues: Full refund or replacement if cake does not meet specifications or quality standards

 

3.3 Café Dining & Beverages

Food Quality Issues: Immediate replacement or full refund if food is not prepared to standard Service Issues: Partial or full refund based on the severity of service problems Allergic Reactions: Full refund plus medical expense consideration (case-by-case basis)

 

3.4 Event Catering Services

Cancellation Terms:

  • 7+ days notice: Full refund minus 10% administrative fee
  • 3-7 days notice: 50% refund
  • Less than 3 days notice: No refund (deposits forfeited)

Service Failures: Full refund plus compensation if we fail to deliver agreed services

 

4. Refund Process
4.1 How to Request a Refund
  1. Contact Us Immediately: Report issues within 24 hours of purchase/service
  2. Provide Details: Include order number, date of purchase, description of issue
  3. Documentation: Photos may be required for quality-related claims
  4. Original Receipt: Required for all refund requests

 

4.2 Contact Information

 

4.3 Refund Timeline
  • Cash Purchases: Immediate refund upon verification
  • Card Payments: 3-5 business days to reflect in account
  • Online Orders: 5-7 business days from approval

 

5. Quality Assurance
5.1 Our Standards
  • All products are prepared using premium ingredients and French techniques
  • Items are stored at proper temperatures and handled with care
  • Regular quality checks ensure consistency and excellence

 

5.2 Customer Satisfaction

If you experience any quality issues:

  • We will investigate immediately
  • Provide replacement or full refund
  • Take corrective measures to prevent recurrence

 

6. Special Circumstances
6.1 Force Majeure Events

In cases of natural disasters, government restrictions, or other uncontrollable circumstances:

  • Event cancellations may receive full refunds regardless of notice period
  • Alternative arrangements will be offered when possible
  • Each situation evaluated individually

 

6.2 Health & Safety
  • Food poisoning claims will be investigated thoroughly
  • Medical documentation may be required
  • Full cooperation with health authorities

 

6.3 Delivery Issues

Late Delivery: Partial refund or credit for future orders
Wrong Address (Customer Error): Delivery fee may not be refunded
Damaged During Delivery: Full refund and replacement

 

7. Exchanges & Credits
7.1 Store Credit
  • Offered as alternative to cash refunds
  • Valid for 12 months from issue date
  • Can be used for any Bakendales products or services
  • Non-transferable

 

7.2 Exchange Policy
  • Like-for-like exchanges allowed within same day of purchase
  • Value differences must be paid or refunded
  • Subject to availability

 

8. Dispute Resolution
8.1 Internal Resolution
  • Our management team will review all disputes fairly
  • Customer service manager has authority to approve reasonable refunds
  • Escalation to head chef or owner for complex cases

 

8.2 External Resolution

If internal resolution fails:

  • Mediation through Lagos State Consumer Protection Agency
  • Small claims court for disputes under ₦500,000
  • Commercial arbitration for larger disputes

 

9. Limitations & Exclusions
9.1 Maximum Liability

Our liability is limited to the purchase price of the product or service in question.

 

9.2 Exclusions

We are not liable for:

  • Indirect or consequential damages
  • Loss of profits or business opportunities
  • Damages arising from customer misuse of products

 

10. Policy Updates

This refund policy may be updated periodically. Changes will be:

  • Posted on our website
  • Available at our café location
  • Communicated to customers for major changes

 

11. Contact Information

Bakendales Patisserie & Boulangerie

 

12. Acknowledgement

By purchasing from Bakendales, you acknowledge that you have read, understood, and agree to this Refund Policy. This policy forms part of our Terms of Service and is legally binding.

This policy reflects our commitment to customer satisfaction while protecting our business interests. We reserve the right to make exceptions to this policy in extraordinary circumstances, at our sole discretion.

Searching products...
No products found