At Pemaz Bakery, we strive to provide the highest quality baked goods and excellent customer service. If you are not fully satisfied with your purchase, we are here to assist you with our return and refund process. Please read our policy below to understand the terms and conditions.

1. Return Policy

We take great care in preparing and delivering your baked goods. However, due to the perishable nature of our products, we generally do not accept returns. Once an order has been delivered or picked up, it cannot be returned.

Exceptions to the Return Policy

• Damaged or Defective Products: If your order arrives damaged or defective, please contact us within 24 hours of receiving your order. We will gladly issue a replacement or a refund for the affected items.
• Incorrect Items: If you receive an incorrect order (e.g., wrong product or flavor), please notify us within 24 hours so we can rectify the mistake.

2. Refund Policy

• Refund Requests: We offer refunds only in cases where the product is defective, damaged during delivery, or if we made an error in your order.

• How to Request a Refund:

  1. Contact us within 24 hours of receiving your order at [email address] or call [phone number].
  2. Provide your order number, a description of the issue, and photographic evidence (if applicable).
  3. Our customer service team will assess the situation and determine whether a refund or replacement is appropriate.

• Refund Process: Once a refund is approved, it will be processed back to the original payment method. Please allow 5-7 business days for the refund to reflect in your account, depending on your payment provider.

3. Cancellations

• Order Cancellation: You may cancel your order up to 24 hours before the scheduled delivery or pickup time. To cancel, please contact us at [email address] or [phone number].
• Late Cancellations: If you cancel your order less than 24 hours before the scheduled delivery or pickup, we may not be able to offer a full refund.

4. Exchanges

We do not offer exchanges due to the perishable nature of our products. However, if you receive a damaged or incorrect item, we will either replace it or provide a refund.

5. Shipping Issues

• Delivery Issues: If your order was delayed or arrived late, please let us know as soon as possible. We will do our best to assist you, but please note that we cannot guarantee delivery times, especially in cases of weather-related or third-party courier delays.
• Lost Orders: In case an order is lost during delivery, we will work with the courier service to locate it and issue a resolution, which may include a refund or replacement.

6. Contact Information

For any questions or concerns regarding your order, please contact us at:

• Email: PemazBakery@gmail.com
• Phone: 970-8062981
• Address: Kathmandu 44600