Refund policy

RETURN AND REFUND POLICY

Effective Date: September 5, 2026

At The Humble Bake House, we bake our products in small batches and, in many cases, prepare them specifically for your confirmed order. Because our products are freshly baked food items, we have a limited return and refund policy.

We want every order to arrive fresh and in good condition. If there is a problem with your order, please contact us and we will do our best to make it right.

1. FRESH FOOD PRODUCTS

Because our products are freshly baked and perishable, we generally do not accept returns or exchanges of food products once they have been fulfilled or delivered.

For food safety and quality reasons, we ask that customers do not return consumed, opened, or partially consumed food products.

However, we may provide a replacement, refund, store credit, or other appropriate remedy when a product is received in an incorrect, damaged, or materially defective condition.

2. WHEN YOU MAY REQUEST A REFUND OR REPLACEMENT

You may contact us if:

You received the wrong product;
An item is missing from your order;
Your order contains a product that is materially damaged upon delivery;
A product has a significant quality issue that is reasonably attributable to our preparation or handling;
Your order was cancelled by The Humble Bake House after payment was received; or
You were charged for an item that was not provided.

Each request will be reviewed on a case-by-case basis.

We may ask for photographs, your order number, delivery details, and other information necessary to assess the issue.

3. REPORTING A PROBLEM WITH YOUR ORDER

If you receive an incorrect, damaged, or defective product, please contact us as soon as reasonably possible after receiving your order.

For delivery-related or product-quality concerns, we recommend contacting us within 24 hours of delivery.

Please provide:

Your name;
Order number;
Date of purchase;
Description of the issue; and
Clear photographs of the product and packaging, where applicable.

You may contact us at:

Email: mailbox@thehumblebakehouse.com
Phone: +63 917 307 6766

We will review the concern and advise you of the appropriate resolution.

4. WRONG OR MISSING ITEMS

If we accidentally provide the wrong product or an item is missing from your order, please notify us as soon as possible.

After verification, we may provide:

The correct product;
A replacement;
Store credit; or
A refund for the affected item.

Where a replacement is provided, the timing of the replacement will depend on our next available baking schedule.

5. DAMAGED PRODUCTS

We take reasonable care when preparing and packaging our products.

If your order arrives materially damaged, please contact us as soon as possible and provide photographs showing the condition of the product and packaging.

We will assess whether the damage occurred during preparation, packaging, or delivery.

Where appropriate, we may offer a replacement, refund, store credit, or another reasonable resolution.

Please note that artisan sourdough products are handmade and may naturally have variations in shape, size, crust, scoring, and crumb structure. These normal characteristics are not considered product damage or defects.

6. PRODUCT QUALITY CONCERNS

Our sourdough products are naturally fermented and handmade. Variations in:

Crumb structure;
Air pockets;
Crust color;
Shape;
Scoring;
Size; and
Texture

may occur from one bake to another.

These characteristics are part of artisan sourdough baking and do not automatically qualify an order for a refund.

If you believe there is a genuine quality issue with your product, please contact us with photographs and details so that we can assess the concern.

7. ORDER CANCELLATIONS

Because we produce our products in limited quantities and prepare orders according to our baking schedule, cancellation requests must be made as early as possible.

We will make reasonable efforts to accommodate cancellation requests received before preparation or production of the order has begun.

Once an order has entered production, cancellation may no longer be possible.

If we are able to approve a cancellation, the applicable refund will be processed through the original payment method where reasonably possible.

For orders paid directly through GCash, Maya, bank transfer, or other payment methods, we may request the necessary account details to process the refund.

8. NO-SHOWS AND FAILED DELIVERY

For delivery orders, customers are responsible for providing accurate delivery information and ensuring that someone is available to receive the order.

We are not responsible for an unsuccessful delivery caused by:

An incorrect or incomplete address;
An unreachable telephone number;
The recipient being unavailable;
Refusal to accept the order; or
Other circumstances attributable to the customer.

Additional delivery charges may apply if a second delivery attempt is requested.

Because our products are perishable, we may not be able to resell or safely redeliver products following an unsuccessful delivery.

Refunds for failed deliveries will therefore be evaluated on a case-by-case basis.

9. DELIVERY DELAYS

Delivery times are estimates and may be affected by traffic, weather, courier availability, accidents, or other circumstances beyond our reasonable control.

A delivery delay does not automatically qualify an order for a refund.

If a delay results in a product arriving in a condition that is materially different from what could reasonably be expected, please contact us as soon as possible so we can assess the situation.

10. CHANGE OF MIND

We generally do not provide refunds for change-of-mind requests after an order has been confirmed, particularly once preparation has begun.

This includes situations where:

You no longer want the product;
You ordered the wrong quantity;
You selected the wrong product;
You are unable to receive the order; or
You simply changed your mind after production has started.

However, you may contact us as early as possible, and we will determine whether the order can still be cancelled or modified.

11. PROMOTIONAL ITEMS AND DISCOUNTS

If an order was purchased using a discount, voucher, promotional code, or special offer, any refund will generally be based on the actual amount paid for the affected product or order.

Where a promotional offer requires the purchase of multiple products, cancelling or refunding part of the order may affect the promotional discount.

12. REFUND METHOD

Approved refunds will generally be issued using the original payment method, where reasonably possible.

The time required for the refund to appear in your account may depend on your bank, card issuer, payment provider, or other financial institution.

The Humble Bake House does not control the processing time of third-party payment providers.

13. STORE CREDIT

In certain circumstances, we may offer store credit instead of a monetary refund.

Store credit may be offered where:

A replacement product is not immediately available;
A customer prefers store credit;
A partial order issue has occurred; or
Another reasonable resolution is appropriate.

Any store credit issued will be subject to the terms communicated to the customer at the time it is provided.

14. FOOD ALLERGIES AND DIETARY REQUIREMENTS

Customers are responsible for reviewing product descriptions and ingredient information and for informing us of relevant allergies or dietary restrictions before placing an order.

Our products may contain or come into contact with common allergens, including wheat/gluten, milk, eggs, nuts, seeds, and other ingredients.

Because our kitchen handles various ingredients, we cannot guarantee that products are completely free from allergen cross-contact.

Refunds will generally not be provided for an allergic reaction or dietary issue where the relevant allergen information was available or where the customer did not disclose a known allergy or dietary requirement before ordering.

If you have a food allergy or serious dietary restriction, please contact us before placing your order.

15. REFUNDS REQUIRED BY LAW

Nothing in this Return and Refund Policy is intended to remove, restrict, or waive any consumer rights or remedies that cannot legally be excluded under applicable Philippine law.

Where applicable law provides a customer with a right to a refund, replacement, repair, or other remedy, The Humble Bake House will comply with those requirements.

16. OUR DISCRETION TO RESOLVE CUSTOMER CONCERNS

We value our customers and want to resolve legitimate concerns fairly.

Depending on the circumstances, we may offer:

A full refund;
A partial refund;
A replacement product;
Store credit;
A replacement on the next available bake day; or
Another reasonable resolution.

Our decision will take into account the nature of the issue, the condition of the product, the circumstances of the order, and applicable law.

17. CONTACT US

If you have a question about our Return and Refund Policy or need assistance with an order, please contact us:

The Humble Bake House
Paolo Capuli's Humble Bake House
4386-F Montojo Street
Barangay Tejeros, Makati City, 1204
Philippines