Customer policies
Cancellations, refunds & complaints
Changing or cancelling a request
Request cancellation through WhatsApp or phone. Before confirmation, a request may be cancelled without charges. For confirmed standard orders, request cancellation at least 48 hours before scheduled baking; customized orders require at least 72 hours. Once preparation has begun, the bakery reviews the circumstances individually.
Deposit treatment depends on the circumstances of the cancellation. No blanket deposit forfeiture applies.
When something goes wrong
If FERMORA cannot fulfill a confirmed order, you are offered another suitable date or a full refund of the amount paid. Incorrect, missing, damaged or defective items are assessed for an appropriate correction, replacement or refund.
Please report quality concerns as soon as possible, preferably within 24 hours, with order details and a description. Photos can help but are not mandatory for exercising customer rights.
Returns and refund handling
Because the products are fresh and perishable, change-of-mind returns may be restricted where permitted by applicable law. These conditions do not limit applicable Egyptian consumer rights.
Refunds are reviewed by the business owner or an authorized administrator, returned through the original payment method where possible and communicated directly. Timing depends on the payment method and provider, within applicable legal requirements.