Refund, Return & Cancellation Policy

At Crukitchen, we take care in preparing and packing every order, from everyday baked treats to cakes for special occasions. Because our products include freshly prepared and perishable food, we handle returns, refunds, and order concerns on a case-by-case basis.

This policy applies to orders placed through the Crukitchen website. It does not limit any rights or remedies available to consumers under applicable Philippine laws.

1. Returns of Food Products

Due to the perishable nature of our products, we generally do not accept returns or exchanges for food items that have been correctly prepared, delivered in good condition, and supplied as ordered.

This includes cakes, pastries, breads, cookies, bars, spreads, and other food products.

We cannot offer a return or refund solely because of a change of mind, an incorrect order selection made by the customer, or a failure to consume the product within its recommended shelf life.

However, this policy does not apply to products that are defective, damaged, unsafe for consumption, expired, incorrect, or materially different from what was advertised or ordered. These concerns will be assessed in accordance with applicable consumer protection laws.

2. Damaged, Incorrect, or Quality-Related Orders

Please check your order upon delivery or collection. If your order arrives damaged, contains the wrong item, has a quality issue, or raises a food safety concern, contact us as soon as possible.

To help us assess the issue, please provide:

• Your order number or proof of purchase.

• A brief description of the concern.

• Clear photos of the product and packaging, where applicable.

• The date and time the order was received.

For perishable products, we encourage you to report concerns on the day of receipt so we can assess their condition promptly. Food safety concerns should be reported immediately.

Please retain the product and its packaging, where safe and practical, until we have advised you on the next steps. Do not consume a product you reasonably suspect is unsafe.

Depending on the nature of the issue and applicable law, we may arrange a replacement, refund, appropriate price adjustment, or another suitable remedy. We may request additional information to assess the concern, but this process will not remove any consumer rights provided by law.

3. Order Cancellations and Changes

Because our products are prepared according to order schedules and some require advance preparation, cancellation and modification requests depend on the order type and the stage of preparation.

Please contact us as soon as possible if you need to change or cancel an order. We will confirm whether the requested change can be accommodated.

For made-to-order cakes, customized celebration cakes, special orders, and bulk orders, preparation may begin before the scheduled delivery or collection date. Once preparation or customization has started, changes or cancellations may no longer be feasible.

Orders that have already been dispatched or are in transit may also be subject to restrictions, particularly when the products are perishable. Any applicable cancellation terms will be communicated in accordance with Philippine law.

Nothing in this section removes any refund or other remedy that may be required by law.

4. Refunds

If your concern is approved for a refund, we will confirm the applicable amount and processing arrangements with you.

Refunds will generally be issued through the original payment method where practicable. If this is not possible, we will coordinate an appropriate alternative with you.

The time it takes for a refund to appear in your account may depend on your bank, card issuer, or payment provider.

Where applicable, the refund may cover the affected product and relevant delivery charges, depending on the circumstances and the remedy required by law.

5. Exchanges and Replacements

Because our products are perishable and prepared for consumption, exchanges are generally not available for correctly fulfilled orders.

If an order is incorrect, damaged, defective, or otherwise qualifies for a remedy, we will assess whether a replacement, refund, or other appropriate resolution is warranted.

Any replacement will be subject to product availability, preparation time, delivery arrangements, and applicable consumer rights.

6. Promotions, Discounted Items, and Gift Cards

Products purchased through promotions or at discounted prices remain eligible for remedies required by applicable consumer protection laws.

For gift cards, any applicable terms and conditions will be disclosed at the time of purchase. Nothing in those terms excludes any refund or other remedy required by law.

7. Contact Us

For order concerns, cancellations, or refund requests, please contact:

Email: crukitchen@yahoo.com

Please include your order number and relevant details so our team can assist you.

We appreciate the opportunity to review your concern and work toward a fair resolution.