Refund Policy

Allergen & Refund Policy
Borneo Café & Bakery / DNF BAKERY LTD
Company Number: 10227022
Registered office address

29 Green Lanes, London, England, N13 4TN

ALLERGEN INFORMATION
All our products are made in an environment that handles:
• Gluten• Dairy• Eggs• Nuts• Peanuts• Soy• Sesame
We cannot guarantee that any product is free from cross-contamination.
Customers are responsible for checking allergen information before purchasing or consuming any items.
If you have a food allergy, intolerance, or dietary requirement, please speak to a member of staff before ordering.

REFUND POLICY

We prepare fresh, perishable food daily. For this reason:
• If you find that your purchased product does not meet your expectations and you wish to
return it, please submit your return request within 24 hours of receiving your items. In cases
where the product cannot be returned to our bakery, we kindly ask that you provide
photographic evidence to support your refund request. Please note that we cannot process a
refund without sufficient evidence.

• Additionally, any damage to cakes during transit is the customer's responsibility. Please be
aware that Borneo Cafe & Bakery is unable to issue refunds or replacements for damaged
products once they are out of our possession. We cannot accept food returns once it has
been collected.

• Refunds are only issued if: The order is incorrect, the product is unsafe, or visibly differs
widely – We cancel the order

Orders
All cake portion sizes are provided as estimates and may differ.

• Before completing your payment, we encourage you to review your order carefully. For
bespoke cakes, our decorators will craft the final product based on their interpretation of the
wording provided in your order. It is important to note that exact specifications cannot be
achieved when modelling food; only a graphical representation can be provided.
• By confirming your order, you acknowledge and agree to all information presented, so
please ensure that spelling, flavours, and colours are correct.
•If an inscription colour or any other option is left unselected on your order, we reserve the
right to exercise discretion in making a selection.
• We ask that you communicate any allergies or dietary requirements before placing your
order.
• While we will strive to achieve the colours you have requested, we cannot guarantee an
exact Pantone match, as colours may present differently on food.

Please also be advised that intense colours mixed with fresh cream may stain the hands and
mouth. Thank you for your understanding.

CANCELLATIONS
• Standard orders: cancel at least 48 hours before collection.
• Custom cakes: cancel at least 48 hours before collection.
• Custom Bakery products: cancel at least 24 hours before collection.
Cancellations made after these times may not be eligible for a refund.

Thank you for your understanding.

If you have any queries about our terms, don't hesitate to get in touch with us at:
info@borneocafe.co.uk
Borneo Café & Bakery / DNF BAKERY LTD
Company Number: 10227022
Registered office address:
29 Green Lanes, London, England, N13 4TN