Refund policy
Custom cakes are exempt from the 14-day right of withdrawal
Under Art. 57(3) and 57(4) of the Bulgarian Consumer Protection Act (implementing EU Directive 2011/83/EU, Art. 16(c) and 16(d)), the 14-day withdrawal right does not apply to goods made to the customer's individual order, nor to goods with a short shelf life. Every cake we make is both.
This does not remove your right to complain about a defective product. Below is exactly what we cover.
A photo is taken at every delivery
Our driver photographs the cake at the moment of handover and we keep it with the order, so both sides have objective evidence of its condition on delivery. This protects you as much as it protects us.
Full refund or a replacement cake
If the cake is handed over in an unacceptable state — badly damaged, collapsed, melted through our fault, or simply the wrong cake — you are entitled to:
- a replacement as soon as possible, if the date and time of your occasion still allow it; or
- a full refund.
Where both are possible, the choice is yours. Send us a photo.
20% compensation for wrong colour or text
If the colour or the message differs materially from what you ordered, but the cake arrived on time and is fit to eat, we refund 20% of the cake's price.
Paid by bank transfer or Revolut. Card orders are refunded back to the card — faster, and you do not have to share bank details.
Claim window
Contact us within 24 hours of handover and before a significant part of the cake has been eaten. Keep the cake, or what is left of it, until the claim is resolved.
What we do not cover
- Taste and preference — sweetness, favourite filling, "it wasn't what I expected". Taste is subjective.
- Small variations in colour shade. We colour by hand, and screens display colours differently.
- Small differences from the reference photo. Every cake is handmade, not a copy.
- Damage after handover — your transport, dropping it, storing it somewhere warm. See "Transport and storage instructions" below.
- Failed delivery caused by you — wrong address, nobody present, unreachable phone.
- Allergic reaction where the ingredients were disclosed or available on request.
Cancellations and changes
The windows follow the time it takes us to make the cake:
| Size | Free cancellation | After that |
|---|---|---|
| Bento | up to 24 hours before the date | 50% refunded |
| Maxi and larger | up to 72 hours (3 days) before the date | 50% refunded |
If we decline your order — every order is reviewed before we confirm it — you receive a 100% refund, unconditionally.
Changes to design, message or date are possible if you contact us within the same windows and we have capacity.
Transport and storage instructions
These instructions form part of the contract. By placing your order you confirm you have read them and agree to follow them. Risk passes to you at the moment of handover.
Collecting the cake or carrying it by car
- Carry the box flat, with both hands, from underneath — never by the lid or the sides.
- Put it on the floor of the car, not on a seat. Seats are sloped and slippery; the floor is level. A boot is fine only if it is flat and cool.
- Nothing on top of the box, and do not wedge other bags against it.
- Drive gently. Hard braking, sharp turns and speed bumps are the most common cause of displaced decoration.
- In warm weather run the air conditioning and drive straight there. Our buttercreams soften above roughly 22 °C.
- Never leave the cake in a parked car — it gets far hotter than the outside temperature within minutes.
Once you are there
- Refrigerate immediately (around 4 °C), in the box, on a level shelf.
- Take it out 20–30 minutes before serving so the flavour opens up.
- Do not freeze. Freezing and thawing wrecks the creams and the decoration.
- Keep it away from strongly scented food — buttercream absorbs aromas.
Candles, toppers and decoration
Some decoration contains inedible parts (sticks, toppers, wire supports, boards). Remove them before serving, and check the cake first if it is for children.
Allergens
Our products contain or may contain gluten, eggs, milk, nuts and soy, and are made in a kitchen that handles all of them. We cannot guarantee the absence of traces. Tell us before ordering if you have an allergy.
How to make a claim
Message us with your order number, a photo and a short description:
- Instagram: @bakehunters
- Facebook Messenger
- The contact form on the site
- Phone: +359 88 657 8792
We reply within 24 hours. Complaints are recorded in a register as required by Bulgarian consumer law. If we cannot reach agreement, you may contact the Consumer Protection Commission (kzp.bg) or the EU online dispute resolution platform.