At Berachairn, customer satisfaction is our priority. We take pride in the quality of our artisanal honey-based pastries and strive to ensure every purchase meets our high standards. This refund policy outlines the conditions under which we offer refunds and the process for requesting them.
Please read this policy carefully to understand your rights and our responsibilities regarding refunds.
1. Satisfaction Guarantee
Berachairn offers a 100% satisfaction guarantee on all our products. If you're not completely satisfied with the quality, freshness, or condition of any item in your order, we will provide a refund or credit at our discretion.
This guarantee applies to both one-time purchases and subscription deliveries.
2. Eligibility for Refunds
You may be eligible for a refund in the following circumstances:
- Quality Issues: Products that are damaged, spoiled, or otherwise not up to our quality standards upon delivery
- Missing Items: Products that were charged but not included in your delivery
- Incorrect Items: Products that were delivered but different from what you ordered
- Late Delivery: Deliveries that arrive significantly outside the scheduled delivery window, resulting in product spoilage
- General Dissatisfaction: If you are unhappy with a product for any reason
3. Refund Request Timeframe
To be eligible for a refund, you must notify us of the issue within:
- 48 hours of delivery for quality issues, missing items, or incorrect items
- 24 hours of the scheduled delivery time for late deliveries
We strongly recommend that you inspect your order as soon as possible after delivery to ensure timely reporting of any issues.
4. How to Request a Refund
Refund Request Process:
- Contact Customer Service: Reach out to us via email at support@berachairn.com, by phone at +446528058415, or through the "Contact" section on our website.
- Provide Order Details: Include your order number, the items you're unsatisfied with, and the reason for your dissatisfaction.
- Documentation: If possible, provide photos of the product issue to help us address the problem effectively.
- Review: Our customer service team will review your request and may ask for additional information if needed.
- Resolution: We will process your refund or offer an appropriate solution within 2-3 business days of receiving your request.
We do not typically require you to return perishable items. For non-perishable products, we may request that you return the item before processing a refund. If a return is required, we will provide instructions and may cover return shipping costs depending on the circumstances.
5. Refund Methods
Refunds will be processed using the original payment method used for the purchase:
- Credit/Debit Card Payments: Refunded to the original card
- Bank Transfers: Refunded to the originating bank account
- Cash Payments: Refunded in the form of store credit or cash if the purchase was made in-store
Please note that depending on your payment provider, it may take 5-10 business days for the refund to appear in your account after we process it.
6. Refund Amounts
Refund amounts will be determined based on the following guidelines:
- Full Refunds: Issued for products that are significantly below our quality standards, missing from your order, or incorrect items
- Partial Refunds: May be offered if only a portion of an order is affected or if the issue is minor
- Store Credit: May be offered as an alternative to monetary refunds, often with added value as a gesture of goodwill
Refunds include the purchase price of the affected items. Delivery fees may be refunded if the entire order is being refunded or if there was an issue with the delivery service.
7. Non-Refundable Items
The following items and situations are generally not eligible for refunds:
- Products that have been consumed (beyond a reasonable amount needed for tasting)
- Custom or personalized orders that were produced according to specifications
- Items marked as "final sale" or "non-refundable" at the time of purchase
- Products with quality issues resulting from improper storage or handling after delivery
- Refund requests made outside the specified timeframe
However, we evaluate each situation individually and may make exceptions based on the circumstances.
8. Special Considerations for Catered Events
For large orders or catering services, the following special considerations apply:
- Cancellations must be made at least 72 hours before the scheduled delivery time to be eligible for a full refund
- Cancellations made between 24-72 hours before delivery may receive a partial refund (50% of the order value)
- Cancellations made less than 24 hours before delivery are not eligible for refunds
- Quality issues must be reported during the event or within 2 hours of delivery
A non-refundable deposit may be required for large catering orders, which will be clearly communicated at the time of ordering.
9. Order Cancellations
You may cancel an order and receive a full refund under the following conditions:
- Regular orders: Cancellation at least 24 hours before the scheduled pickup time
- Custom orders: Cancellation before production has begun (typically 48 hours before scheduled pickup)
For orders canceled after production has begun but before pickup, a partial refund or store credit may be offered at our discretion.
10. Our Commitment to Resolution
At Berachairn, we value your satisfaction and will make every reasonable effort to resolve issues fairly. If you're not satisfied with the resolution offered, please let us know so we can work towards a mutually acceptable solution.
We continuously monitor feedback regarding our products and services to improve our offerings and prevent recurring issues.
11. Changes to This Policy
We may update this Refund Policy from time to time. Changes will be effective when posted on this page with a revised "Last Updated" date. We encourage you to review this policy periodically for any changes.
12. Contact Us
If you have any questions about this Refund Policy, please contact us:
