Terms & Conditions

Business: Nowa Bakes (“we”, “us”)

 

1) Made-to-order & perishable items (no-refund rule)

Because our products are fresh, perishable, and made to order, all sales are final once an order has entered preparation and/or has been dispatched for delivery. This means we don’t offer refunds for change of mind, taste preferences, or unused items.

 

2) Changes & cancellations

You can request changes or cancellations up to 48 hours before your scheduled delivery time. After this deadline, we may be unable to make changes and no refunds will be issued.

To request a change/cancellation, contact us at customerservice@nowabakes.com with your order number.

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a) Changes, cancellations & notice period (Catering / Custom Orders)

Catering and custom orders require a minimum of 2 weeks’ notice before the requested delivery date.

Cancellations: You may cancel a catering/custom order up to 7 days before the stated delivery day. After this point, the order is considered in production/planning and no refunds will be issued.

Last-minute custom orders (under 2 weeks’ notice): If we accept a last-minute custom order, it will require full payment upfront and is non-refundable once confirmed.

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3) If there’s a problem with your order (our mistake or damage)

If we’ve made an error (e.g., wrong item, missing item, or items damaged in transit), we’ll make it right with one of the following (at our discretion):

• Replacement (where possible), or

• Store credit, or

• Partial refund (only if replacement isn’t possible)

Reporting window: Please notify us within 2 hours of delivery and include photos of the issue and packaging.

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4) Delivery terms

• Delivery address: Customers are responsible for providing the correct delivery address and contact details. Orders delivered to an address provided by the customer are not refundable.

• Unsuccessful delivery / no answer: If no one is available to receive the order, we may (where safe and possible) leave it in a designated place or attempt to contact you. Fresh food left unattended may not be safe and in these cases the order is not refundable.

• Delivery time windows: Delivery times are estimates. Delays caused by traffic, weather, or events outside our control do not automatically qualify for a refund. If a delay affects food quality, we’ll review the case and may offer a credit or replacement.

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5) Food safety & quality after delivery

Once your order has been delivered/received, responsibility for proper storage and handling transfers to you. We can’t offer refunds for quality issues caused by:

• items not being refrigerated/stored as advised,

• reheating/serving outside recommended times,

• items left in warm areas or unattended.

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6) Allergens & dietary requirements

Please inform us of any allergies before ordering. While we take care, our kitchen may handle common allergens, so cross-contamination may be possible e.g nuts

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7) Deposits

For large or custom orders, we require a deposit of 30% of the total cost to secure your date. Deposits are non-refundable after 48 hours from payment and are applied to your final balance. The remaining balance is due no later than 5 days before delivery.

If the remaining balance isn’t paid by the due date, we may cancel the order and the deposit will be forfeited.

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8) Statutory rights

This policy does not affect any rights you may have under applicable consumer law.

Contact: customerservice@nowabakes.com

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