Refund policy

The rule

If we do not deliver, you do not pay. The only exception: you gave a wrong address, nobody is there after 2 delivery attempts, and you do not collect the cake within the shelf life the bakery states (article 3 of the Shipping policy). We start a refund within 5 working days after agreement, to the same payment method and including VAT. How quickly the amount then reaches your account depends on your bank.

Cancelling a delivery

You can cancel a single order free of charge up to 48 hours before the delivery date: email info@coldcake.be and you get the full amount back, or choose a new date free of charge. Later than 48 hours before delivery, the order is with the partner bakery. We then do not refund, but you get 1 new cake free of charge on a new delivery date within 30 days, or you collect the cake by appointment, within the shelf life the bakery states. For a cake in a campaign, article 4 of the campaign terms applies.

What is covered

In these cases you choose: the full amount back, or a new cake free of charge on a new delivery date, at least 48 hours ahead.

We do not deliver on the chosen date, for any reason other than the exception above.

The cake arrives damaged or not printed as ordered: broken, deformed, or the edible print is illegible or differs from the design you ordered.

The recipient's address refuses the cake: reception refuses it, the building is empty or the office is closed. We tell you the same working day.

Allergen error on our side: the cake contains an allergen that is not listed on the page behind the QR code or on coldcake.be/pages/allergenen. Further liability: article 11 of the Terms of service.

Quality defect: the cake is spoiled, inedible or tastes fundamentally wrong.

What is not covered

The recipient does not respond. A cake is not a guaranteed meeting.

You cancel later than 48 hours before delivery. See above.

You gave a wrong address and we delivered to that address. No refund, but a new order at the normal price, without a surcharge.

A typo in your message. What you type in the 60 character field is what the recipient sees. Check it before you confirm.

Dissatisfaction without a concrete defect, such as a taste preference.

A campaign month that has already started. It is completed and not refunded pro rata. After you cancel, the next month is no longer charged.

How to report it

1. Email info@coldcake.be within 48 hours after the planned delivery date, with your order number (at the top of your confirmation email), 1 to 3 photos and a short explanation.
2. Within 3 working days we tell you whether the complaint is justified. If it is, you choose: a refund or a new cake.
3. If you choose a refund, we start it within 5 working days and you receive a confirmation by email.

Proof: for a damaged cake 1 photo, for a quality defect 1 photo and 1 sentence of explanation, for an allergen error a photo of the delivered cake; we assess that error on the basis of your order and the cake, so do not send us medical information. If we did not deliver or the address refused, no proof is needed. At every delivery we also take our own photo, which we use in the assessment.

Right of withdrawal for private individuals

The statutory 14 day right of withdrawal does not apply to ColdCake cakes: they are made to your specifications and spoil quickly (article VI.53, 3° and 4° of the Belgian Code of Economic Law, CEL).

The design service and the video service can be withdrawn by a private individual, without giving a reason, within 14 days after the day of your order (article VI.47 CEL). To withdraw before that period ends, use the withdrawal function at coldcake.be/en/pages/herroepen, which is available for the whole period (articles VI.45, §1, 8° and VI.61/2 CEL). You can also send us a clear statement, by email to info@coldcake.be or by letter to ColdCake at the address in the Legal notice, or use the model form below (article VI.49 CEL). We refund everything you paid for that service within 14 days after your message, to the same payment method (article VI.50 CEL).

If you expressly asked us to start on your design or your video within those 14 days, you pay an amount in proportion to the work already done when you withdraw (article VI.51, §3 CEL). If you also acknowledged that you lose your right of withdrawal once the design or the video is fully finished, the right ends at that moment (article VI.53, 1° CEL).

Model withdrawal form
(complete and return this form only if you wish to withdraw from the contract)
To: ColdCake, Jules Moretuslei 347, 2610 Antwerpen, Belgium, info@coldcake.be
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*):
Ordered on (*)/received on (*):
Name of consumer(s):
Address of consumer(s):
Date:
Signature of consumer(s) (only if this form is notified on paper):
(*) Delete as appropriate.

A complaint we cannot resolve together can be submitted free of charge by a private individual to the Consumentenombudsdienst (Belgian Consumer Ombudsman Service).

Contact

Email: info@coldcake.be
Phone: +32 (0)456 96 35 10, Monday to Friday from 8:00 to 19:00

Last updated: 9 October 2026.