Refund Policy

Payment Failure

If you have successfully made a payment but have not received an order confirmation, please follow the steps below:

• If your payment was successful but you were not redirected back to our website, please email the following details to online@bakersmart.ae:

  • Name:
  • Email ID:
  • Date & Time of Transaction:
  • Order Value:
  • Screenshot of Payment Confirmation

• If the payment was deducted from your credit or debit card but is reflected as failed on our payment gateway, please email us a screenshot of your bank statement, including the transaction date, time, and details.

• Confirmation received from the payment gateway will be considered final.

Return & Refund Policy

Below is our return and refund policy applicable to all orders.

Return Eligibility by Category:

No Return Disclaimer: Ingredients (such as couverture, compound chocolate, chocolate-related products, and dairy-based items) may melt or leak during transit. By purchasing these items, you acknowledge that they are non-returnable.

General Return Conditions:

• Items may be eligible for return if they meet any of the following conditions:
  • Delivered in a physically damaged condition
  • Missing parts or accessories
  • Different from what was ordered
• Returns must be requested within 6 hours of delivery.
• Items marked as “non-returnable” cannot be returned.
• Returned items must be in their original condition, unopened, with intact price tags.
• Replacement is subject to seller approval. If a replacement is not possible, a refund will be issued.
• Claims for missing items must be reported within 6 hours of delivery (or a maximum of 48 hours).
• An unboxing video highlighting the issue must be submitted within 6 hours post-delivery for any return claim.
• Shipping charges are non-refundable.
• Customers must verify their details (name, address, email, and phone) before placing an order. We are not responsible for errors in communication details.

Return Acceptance Conditions:

• Incorrect order or product
• Product does not match the website description
• Damaged shipment (tampered packaging must be documented with pictures and order details)

Return Rejection Conditions:

• Damage caused by the customer (e.g., using sharp objects to open packaging)
• Improper handling leading to damage
• Product replaced with another item before return
• Opened or used products
• Returns due to incorrect size selection by the customer

Refund Policy:

• Once a return is accepted, the refund will be processed within 5 to 10 working days.
• Refunds above 500 AED may take 10 to 15 working days.
• Refunds will be credited to the customer’s bank account or the original payment method.
• Shipping charges are non-refundable.

Order Cancellation

• Orders can be canceled within 6 hours of placement.
• Orders cannot be canceled once shipped.
• Orders delayed beyond 90 days are eligible for cancellation.
• Cancellation charges apply:
  • 15% + VAT for cancellations within the allowed window.
  • 30% + VAT for cancellations after processing/shipping, plus return shipping costs.
• Sellers may cancel orders due to stock unavailability or other reasons.

Shipping & Delivery

• Sellers may ship using their own logistics or Bakers Mart’s third-party logistics.
• Estimated delivery times:
  • Self-ship sellers: 10 to 15 working days
  • Bakers Mart logistics: 7 to 10 working days (varies by location)
• Avoid ordering chocolate or ingredients before long holidays/weekends to prevent shipping delays.
• Delivery delays due to natural calamities or unforeseen circumstances are not the responsibility of Bakers Mart.
• We do not guarantee deliveries made to third-party addresses (e.g., friends, relatives).
• Orders delayed due to incorrect address submission cannot be canceled or refunded.
• Customers who refuse delivery but later request redelivery must pay a “Deliver to Origin” charge plus new delivery fees (minimum AED 100 or actual cost, whichever is higher).
• Shipping charges are non-refundable in cases of returns or damages.

Product Terms & Conditions

• Prices listed on our website include all taxes.
• Chocolate & ingredients typically have 50% to 75% shelf life at the time of delivery.
• Shelf life details may be mentioned on product pages—please check before ordering.
• If you receive an expired product, report it within 6 hours of delivery to online@bakersmart.ae, including pictures highlighting the batch number and manufacturing date.

Warranty Terms

• Warranty coverage is provided by the brand or seller (not Bakers Mart).
• Only manufacturing defects are covered.
• A valid warranty card and invoice are required for warranty claims.
• Warranty is void if damage results from misuse, abuse, or overheating.
• Warranty duration varies by product—please refer to product details.
• Bakers Mart is not liable for consequential, indirect, or incidental damages.

Warranty Exclusions:

• No warranty on chocolate, ingredients, or packaging.
• External damages (scratches, stains, pitting, discoloration) are not covered.
• Damages due to misuse or improper handling are not covered.
• This warranty is non-transferable and applies only to the original purchaser with proof of purchase.

For any queries, please contact us at online@bakersmart.ae.