// Money back
Money back
Here is the money-back policy in plain text:
MONEY-BACK POLICY — COLDCAKE Updated: 2026-05-06
OUR PROMISE
If we don't deliver, you get 100% back. Immediately, no questions asked, in your account within 5 business days.
WHAT IS COVERED (full refund)
Baker no-show — we or our partner baker cannot deliver for any reason within 48 hours of your chosen delivery window.
Cake arrives damaged — broken, deformed, or edible print unreadable. Photo proof of condition upon handover is sufficient.
Addressed location refused — reception refuses receipt, empty building, lockdown. We report within 4 hours, you get a refund or free reschedule within 7 days.
Allergen error on our part — we or the baker deliver a cake that does not match your specified allergens. 100% refund, plus reimbursement of any medical costs (max €500, with invoice).
Baker quality error — spoiled, inedible, fundamentally wrong taste. Photo and notification within 24 hours required.
WHAT IS NOT COVERED
Addressee does not respond — a cake increases your chance of a reply by a factor of 20-30 versus cold email, but we cannot guarantee replies. No refund.
Customer changed their mind — once the baker has been briefed (within 24 hours of ordering), the order is in production. No refund, but a one-time free reschedule within 30 days.
Incorrect address by customer — you provided an incorrect address and we delivered faithfully to it. No refund, but re-delivery at your own expense.
Message typo by customer — what you type in the 60-character field is what we print. Check before confirming. No reprint refund.
Ongoing subscription month — First Oven / Full Batch / Whole Bakery can be cancelled monthly, but the active month will be completed. No pro-rata refund.
Premium flavor change after ordering — changing Oreo/KitKat/M&M's after 24 hours is no longer possible.
HOW IT WORKS
Step 1 — Report within 48 hours of scheduled delivery via info@coldcake.be with your order ID (CC-YYYYMMDD-NNN), 1 to 3 photos, and a brief description. No forms, just an email.
Step 2 — You will receive a response within 24 hours on weekdays, 48 hours on weekends. We will ask a maximum of 1 follow-up question.
Step 3 — After approval: refund via Stripe to the same payment method, confirmation email with reference, in your account within 3 to 10 business days. VAT (6%) will also be refunded.
PROOF REQUIREMENTS
Baker no-show — no proof needed, automatic if we miss delivery. Cake damaged — 1 photo of the handover moment. Address refused — reported by us, no action required from you. Allergen error — photo of the cake + message from the addressee. Quality error — 1 photo + 1 sentence explanation.
TIMELINES
Customer report — within 48 hours of scheduled delivery. Our response — within 24 hours workday, 48 hours weekend. Decision — within 3 business days. Refund on Stripe — within 5 business days after approval. In your bank account — 3 to 10 business days after Stripe refund.
EU CONSUMER RIGHTS
B2C purchases have a 14-day right of withdrawal in accordance with EU Directive 2011/83/EU. Exception: fresh, perishable and personalized products are excluded from the right of withdrawal (Art. 16(d)). A cake with an edible-print message falls under this exclusion.
For unresolved complaints: European ODR platform (ec.europa.eu/consumers/odr) or Belgian FPS Economy — Consumer Protection.
CONTACT
Email: info@coldcake.be (response within 24h) Mail: Mytouka Enterprise, Jules Moretuslei 347, 2610 Wilrijk
One founder, one inbox, no tickets, no bot.
ColdCake · Mytouka Enterprise · Jules Moretuslei 347, 2610 Wilrijk · KBO BE1027149628 · info@coldcake.be