Refund policy

At The Oven Tray, we are committed to delivering fresh, high-quality baked goods. Due to the perishable nature of our products, the following policy applies to all purchases made through our Shopify store.

1. No Returns on Food Products

For hygiene and food safety reasons, all food and beverage items are non-returnable once prepared, collected, or delivered.

2. No Monetary Refunds

The Oven Tray operates a strict no-refund policy. We do not provide monetary refunds for any orders placed through our website, including pickup and delivery orders.

3. Replacement or Added Value Resolution

If there is an issue with your order (such as incorrect items, damage during delivery, or quality concerns):

• We may offer a replacement product, subject to availability.

• Alternatively, we may provide added value compensation, such as store credit or complimentary items, at management discretion.

• Any concerns must be reported within 24 hours of receiving the order.

• Proof of purchase and photo evidence may be required.

4. Custom Orders & Pre-Orders

Custom cakes, catering items, and special orders:

• Cannot be cancelled, returned, or refunded once order confirmation is completed or production has started.

• In the event of a verified issue, we will offer a reasonable replacement or added value solution where appropriate.

5. Order Accuracy

Customers are responsible for ensuring that all order details (including delivery address, contact information, and product selection) are accurate at checkout. The Oven Tray is not responsible for issues arising from incorrect information provided by the customer.   

6. Contact Information

For any order concerns, please contact us within 24 hours:

Phone / WhatsApp: +966509948152
Email: theoventray@gmail.com
Location: Jeddah, Saudi Arabia