Refund policy
Returns
Checking your cake on receipt
1. Please check your cake when you pick it up or when it is delivered, in the presence of the courier or our staff, and tell us about any problem immediately, before you or the courier leave the pick-up or delivery point.
2. If you notice a problem, take photos or a video of the cake and message us right away (email boom@boomtortai.lt, WhatsApp or Messenger), quoting your order number.
3. Visible defects and damage (for example damage in transit, wrong design or wrong inscription) must be reported at the time of handover. We cannot accept claims for such defects made after the courier has left, or after the cake has left our location.
4. Confectionery products ordered on the website cannot be returned, except where an order with delivery was damaged during transportation.
Poor-quality food products are returned at the place of purchase. The buyer submits a written request and the product to the seller. The request states the defects of the product and is accompanied by a document confirming the purchase from this seller.
If the buyer does not provide the document confirming the purchase from this seller, the product is replaced only with the seller's consent.
In case of a dispute between buyer and seller about the quality of a food product, the seller, having received the buyer's written request, must within 3 days at the latest apply in writing to the State Food and Veterinary Service of Lithuania, and inform the consumer of the investigation results as soon as the Service provides them in writing.
Costs related to food quality investigations are covered in accordance with the procedure set by law.
Order cancellation
1. An order may be cancelled free of charge if the customer informs us at least 5 (five) days before the selected delivery or pick-up date.
2. If the order is placed less than 5 days before the delivery or pick-up date, it can only be cancelled within 2 (two) hours of the order being placed. After that, the order cannot be cancelled, because each cake is made specially for you.
3. To cancel, contact us through any of these channels, quoting your order number:
- Email: boom@boomtortai.lt
- WhatsApp: +90 536 593 3236
- Facebook Messenger: Boom Tortai (Lithuania) / Boom Tortes (Latvia)
4. A cancellation only takes effect once we confirm it in writing (by email, WhatsApp or Messenger). We aim to reply within 1 (one) hour. If you have not received our confirmation within 1 hour, please contact us through one of the other channels, because we cannot cancel an order if we have not seen the message. Keep your sent messages as proof of your request.
5. If the order is cancelled in time, we refund the full amount within 5 business days, to the same payment method used for the order.
6. If the cancellation request is sent after the deadlines above, the payment is not refunded.