Return and Refund Policy

1 Cancellation Before Preparation

A customer may request cancellation before preparation begins by contacting us as soon as possible and providing the order number.

Cancellation is only confirmed after Bakery Line sends the customer a clear confirmation that the order has been cancelled.

If cancellation is accepted before preparation begins, the amount paid will be refunded according to the payment method used.

2 Cancellation After Preparation Begins

An order generally cannot be cancelled after mixing, baking, decorating, packaging, or purchasing special ingredients for the order has started.

This is because our products are freshly prepared and may not be suitable for resale after preparation.

3 Items That Cannot Be Returned

Returns or exchanges for a simple change of mind are not accepted for:

• Fresh bread, baked goods, and desserts.
• Perishable food products.
• Products that have been opened or partially consumed when there is no defect.
• Customized or specially prepared orders.
• Products damaged because of incorrect storage or handling after delivery.
• Minor natural differences in the shape, color, or size of handmade products.
• Personal dislike of the taste when the product is safe and matches the advertised description and ingredients.
• Orders that could not be delivered because of an incorrect address, no response, or no one being available to receive them.

4 Orders Eligible for a Replacement or Refund

A customer may submit a replacement or refund request when the order:

• Contains a different product from the one ordered.
• Is missing a paid product or quantity.
• Is clearly damaged at the time of delivery.
• Is not suitable for consumption when received.
• Is materially different from the confirmed description or order.
• Contains a customization error even though the customer provided the correct approved information.
• Arrived in an unsuitable condition because of a preparation, packaging, or delivery error.

5 Reporting Time

Customers should inspect their order immediately after delivery and report any missing, incorrect, or damaged products as soon as possible.

We recommend submitting the complaint within two hours of delivery and no later than 24 hours for issues that can reasonably be discovered by inspecting the product.

We may be unable to accept a claim submitted after this period when it is no longer possible to confirm that the issue was present at the time of delivery.

6 How to Submit a Complaint

If there is an issue with your order, please contact us and provide:

• The order number.
• The customer’s name and mobile number.
• The name of the affected product.
• A clear explanation of the issue.
• Clear photos of the product and packaging.
• The date and time the order was received.

Please keep the product and its packaging until the complaint has been reviewed, where it is safe and reasonable to do so.

7 Reviewing the Request

Bakery Line will review the order number, submitted details, and photos. We may contact the customer for additional information.

We may request the return of the product or its remaining portion if this is necessary and appropriate for reviewing the issue.

8 Available Solutions

After a complaint is accepted, it may be resolved through one of the following options, depending on the issue:

• Preparing the product again without an additional charge.
• Replacing the product with the correct item.
• Delivering the missing product.
• Refunding the value of the affected product.
• Refunding the full order value when the issue affects the entire order.
• Providing store credit for a future order, with the customer’s agreement.

9 Delivery Charges

When the problem is caused by Bakery Line, the customer will not be charged an additional delivery fee for the replacement or missing product.

If the original delivery was completed correctly and the complaint concerns only one separate product, the original delivery fee will be reviewed according to the circumstances of the case.

10 Refund Processing

When an online payment refund is approved, the refund request will be submitted to the payment gateway or bank using the original payment method whenever possible.

The refund may take several business days to appear, depending on the bank or payment provider’s processing time.

If the order was paid for on delivery, Bakery Line will agree with the customer on a suitable refund method after verifying the order details.

11 Customized Orders

Customized orders cannot be returned because of a change of mind or an error in a name, message, date, or other detail provided and approved by the customer.

If Bakery Line prepares the order in a way that is materially different from the approved details, the customer may request that it be prepared again, replaced, or appropriately refunded.

12 Food Allergies

Customers must review product ingredients and contact us before ordering if they have a food allergy.

Products may be prepared in an environment or with equipment that handles wheat, gluten, milk, eggs, nuts, sesame, soy, and other allergens.

If Bakery Line clearly confirms that a product is free from a particular ingredient and the ingredient is later found in the product because of a preparation error, the customer should stop consuming it and contact us immediately.

13 Storage After Delivery

A claim may not be accepted if the product deteriorated because of:

• Being left at an unsuitable temperature.
• Failure to refrigerate or freeze it when required.
• Exposure to sunlight, moisture, or contamination.
• Incorrect reheating or storage.
• Consumption after the recommended storage period.

14 Cancellation by Bakery Line

Bakery Line may need to cancel an order or part of an order if a product or ingredient is unavailable, or if a circumstance prevents preparation or delivery.

In this situation, we will contact the customer to offer an alternative product, another delivery time, or a refund for the cancelled product or the full order, depending on the circumstances.

15 Consumer Rights

This policy is not intended to remove or restrict any mandatory consumer rights available under the applicable laws of Kuwait.

If any part of this policy conflicts with a mandatory consumer right, the applicable legal right will take priority.