1. About this policy
This policy explains what happens when a marketplace order is cancelled or something goes wrong with it. It is part of the marketplace terms. Everything you order on Baery is made to order by an independent baker, often a small home bakery, and this policy tries to be fair to both of you. Nothing in it takes away rights you have under Philippine consumer law.
2. If the baker cancels
A baker may cancel an order they can’t fulfil, for example if they are ill, an ingredient is unavailable, or the date is no longer possible. If the baker cancels, you are refunded in full, including any delivery fee. You don’t need to ask for it. The order shows as Cancelled under Orders.
If a baker is late and hasn’t told you, or you can’t reach them, write to us at support@baerymarket.com with your order number and we will follow up.
3. If you want to cancel
Your order goes to the baker the moment it is paid, and many bakers start buying ingredients or baking soon after. So contact the baker as early as you can. Their number is on your order. You can also write to us at support@baerymarket.com.
- Before the baker has started work (your order still shows Placed): the baker should cancel it and refund you in full.
- After the baker has started (your order shows Being made or later): the baker has usually spent money and time on it, especially for a custom or personalised cake. They may refund part of the price, or none of it. They may also offer to change the date instead.
- Once the order is ready, on its way, or handed over, it can’t be cancelled. If there’s a problem with it, see section 4.
A shop may state its own cancellation terms on its page. Those terms apply to your order as long as they are at least as generous as this section.
4. If something is wrong with your order
For 24 hours after your order is marked picked up or delivered, you can open it under Orders and choose Report a problem. You can report if:
- something was missing;
- you got the wrong item;
- there was a problem with the quality, for example it was damaged, spoiled, or clearly not as described;
- you never received it, even though it was marked delivered;
- something else went wrong.
Choose a reason and describe what happened. Please report as soon as you notice the problem, and keep the product and packaging if you can. We may ask you for a photo.
What happens next
- The baker responds first. They see your report straight away and can refund you, offer a replacement, or explain their side. Most problems are settled at this stage.
- If it isn’t settled, Baery decides. We look at your report, the baker’s response and the order history, and either uphold your report or decline it. We tell you both what we decided and why.
- If we uphold it, you are refunded, in full or in part depending on what went wrong. You are refunded on the same timeline whether or not the baker has already been paid. Recovering the money from the baker is between Baery and the baker.
What a report doesn’t cover
- changing your mind about an order that was made and handed over as described;
- natural variation in handmade goods, such as a slightly different shade of icing or a design that matches the brief but isn’t exactly like the photo;
- problems caused by how the order was stored or handled after you received it, for example a cake left out of the fridge;
- a failed pickup or delivery because you weren’t there, or the address or number on your order was wrong.
After 24 hours
The Report a problem button closes 24 hours after you receive the order. After that, contact the baker directly, or write to us at support@baerymarket.com with your order number. We will still help, especially where the problem couldn’t have been noticed sooner. The 24-hour window is how our own process works. It is not a limit on your legal rights.
5. How refunds are paid
- Refunds go back to the payment method you used: the same card, e-wallet or account. We can’t refund to a different one, and we don’t pay refunds in cash.
- Once a refund is issued, e-wallet refunds usually arrive within a few days. Card refunds depend on your bank and can take up to a few weeks to show on your statement.
- If a refund hasn’t reached you in the expected time, write to us with your order number and we’ll trace it with our payment provider.
- A full refund includes the delivery fee. A partial refund covers the part of the order that went wrong.
6. Chargebacks
You always have the right to dispute a charge with your bank. But a chargeback usually takes much longer than a refund through Baery, so please use Report a problem or contact us first. We would rather fix it for you directly. When you look for the charge on your statement, remember that it shows the baker’s registered business name, not “Baery”.
If you file a chargeback for an order you have already been refunded for, or for an order you received as described, we may ask your bank to reverse it and may restrict your account.
7. Misuse
This policy exists to protect customers from genuine problems. We may decline reports and restrict accounts that repeatedly report problems without basis, or that report orders that were received as described.
8. Contact
For anything about a refund or cancellation, write to support@baerymarket.com and include your order number.