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Return Policy

Thank you for choosing Balck Forest Cake House for your bakery needs. We are committed to providing you with high-quality products and excellent customer service. Please review our return policy below for your reference:

1. Quality Guarantee: We take pride in the quality of our baked goods and stand behind the products we offer. If you are not satisfied with your purchase due to quality issues such as taste, freshness, or presentation, please contact us immediately upon receipt of your order. We will work with you to resolve the issue promptly.

2. Order Accuracy: We strive to fulfill all orders accurately and efficiently. In the unlikely event that there is an error with your order, such as receiving the wrong item or missing items, please notify us IMMEDIATELY when you receive your order. We will make every effort to rectify the mistake and ensure your satisfaction.

3. Damaged or Defective Products: If your order arrives damaged or if you believe it to be defective, please contact us on its IMMEDIATE ARRIVAL. We may request evidence of the damage or defect, such as photographs, videos and 3/4 of the cake to assist us in assessing the situation. Depending on the circumstances, we may offer a replacement, refund, or store credit.

4. Cancellation Policy: We understand that circumstances may change, and you may need to cancel your order. To request a cancellation, please contact us as soon as possible. Orders canceled at least 48 hours before the scheduled pickup or delivery date may be eligible for a full refund. Cancellations made less than 48 hours before the scheduled date may be subject to a cancellation fee.

5. Non-Refundable Items: Please note that certain items, such as custom cakes or personalized orders, may be non-refundable once production has begun. Additionally, perishable items cannot be returned or refunded due to food safety regulations.

6. Refund Process: If a refund is approved, it will be processed using M-PESA. Refunds may take several business days to appear on your account, depending on your financial institution.

7. Contact Us: If you have any questions, concerns, or would like to initiate a return, please contact our customer service team at isimbah@blackforesthouse.co.ke cc blackforesthouse@gmail.com or call us via 0794263423 / 0722386173 (Mon-Sat, 8am-7pm). We are here to assist you and ensure your satisfaction with every purchase.

Policy Updates: We reserve the right to update or modify this return policy at any time without prior notice. Changes will be effective immediately upon posting on our website. We encourage you to review this policy periodically for any updates.

Thank you for choosing Balck Forest Cake House. We appreciate your business and look forward to serving you again soon.