Refund & Cancellation Policy

Every BasK cheesecake is handcrafted with care. Because our products are perishable and made to order, our refund and cancellation processes are designed to maintain quality, food safety, and fairness.

1. Cancellations

• Cancellations are accepted up to 48 hours before the selected delivery slot.

• After this point, production has begun and cancellations are not possible.

2. Refunds & Replacements

We offer refunds or replacements only in the following situations:

• Incorrect item received

• Item damaged during delivery

• Quality issues attributable to production or handling

To request a refund or replacement, please email us within 12 hours of delivery, including:

• Order number

• Description of the issue

• Clear photos of the product and packaging

Approved refunds are processed to the original payment method within 5–10 business days (subject to bank processing times).

3. Non-Refundable Situations

Refunds or replacements cannot be offered when:

• Incorrect delivery details were provided by the customer

• The recipient was unavailable during the delivery window

• The product was not refrigerated immediately upon delivery or doorstep drop-off (as per the customers' selected time frame)

• Damage, spoilage, or deterioration occurred after delivery

• The order was cancelled outside the permitted timeframe

• Requests are based on personal taste or subjective preference

4. Delivery Issues

If a delay occurs due to our delivery partner, we will assist in resolving the situation where reasonably possible.

However, BasK shall not be held liable for delays caused by factors outside our reasonable control, including traffic, road closures, or weather conditions.

Delivery is considered completed upon handover or doorstep drop-off, after which responsibility for the product transfers to the recipient.

5. Contact

For refund or cancellation queries, please contact us at:
weare@bask.ae