Returns, Refunds
& Exchanges Policy

Overview and Scope

This Returns, Refunds and Exchanges Policy describes the terms under which BAKXYSHAKE accepts the return of products, issues refunds, and processes exchanges. It applies to purchases made through the BAKXYSHAKE online store for delivery within the United States. By placing an order you agree to the terms set out here, together with our Terms of Service and our Shipping and Delivery Policy, which govern how and when your order is dispatched.

We build our catalog around the daily reality of a scoop shop, cafe, food truck, or independent seller: tools that portion cleanly, holders that keep a line moving, and storage and organization pieces that wipe down at close. Because much of what we sell touches food or is used at the point of service, some categories carry additional handling rules for hygiene reasons. Those rules are set out in full below, and they exist to protect both the buyer and the next customer who receives a product from us.

Nothing in this policy limits any rights you may have under applicable consumer protection law. Where a mandatory legal right gives you a stronger remedy than the terms described here, that legal right applies.

Return Window

You may request a return of most eligible items within thirty (30) calendar days of the delivery date recorded by the carrier. The window begins on the day the order is marked delivered, not the day it was ordered or shipped. To be accepted, a return request must be opened within this period; items sent back without an approved request, or requested after the window has closed, may be refused or returned to you at your expense.

For orders that arrive in more than one shipment, the thirty-day window is measured separately for each shipment based on its own delivery date. If you are unsure which date applies to a particular item, contact us with your order number and we will confirm the eligible window before you send anything back.

Requests made close to the end of the window are honored based on the date the request is submitted, not the date the item is received back at our facility. We recommend opening your request as soon as you know a product is not right for your station.

Condition Requirements

To qualify for a refund or exchange, returned items must be in resalable condition. In practice this means the product is unused, unwashed, and free of food residue, and is returned with all original packaging, protective wrapping, inserts, and any included accessories or hardware. Tags, seals, and shrink wrap should be intact wherever they were present at delivery.

We generally cannot accept items that show any of the following:

• Signs of use in service, including scratches from portioning, dishwasher exposure, or contact with product.
• Missing components such as lids, tiers, blades, mounting hardware, or pump assemblies.
• Removed or broken hygiene seals on food-contact items that are sold sealed.
• Damage caused after delivery through handling, drops, or improper cleaning.

Items that arrive back below resalable condition may be declined, or may qualify only for a partial refund reflecting the reduced value. Where a return is declined, we will contact you before taking any further step and can return the item to you at your cost.

Non-Returnable Items

Certain products cannot be returned once opened or used, primarily for food-contact hygiene reasons. Because these items come into direct contact with product served to the public, they cannot be restocked or resold after their seal is broken, even if they appear clean. The following are non-returnable once opened, unsealed, or used:

• Food-contact hygiene items sold sealed, such as flat tasting spoons and other single-service accessories, once the pack is opened.
• Dispenser internals and pump assemblies that have held sauce, syrup, or dry toppings.
• Any storage pan, caddy well, or serving tool that has been used with food or run through a wash cycle.
• Custom-engraved or otherwise personalized items produced to your specification.
• Clearance or final-sale items clearly marked as non-returnable at the time of purchase.

This clause does not apply where an item is faulty, damaged in transit, or shipped in error. Those situations are covered separately below and are always eligible for resolution.

How to Start a Return

All returns begin with an approved request. Please contact our support team using the details at the end of this policy and include your order number, the item or items you wish to return, the quantity, and a short note on the reason. A clear reason helps us confirm eligibility quickly and, where relevant, improve the products and packaging we ship.

Once your request is reviewed, we will confirm whether the item is eligible and provide return instructions, including the address to send the item to and any reference number to include with the package. Please do not send items back before you receive these instructions. Packages returned without an approved request or reference may be delayed, misrouted, or refused.

Pack the item securely, ideally in its original carton, with all components and inserts included. Protect brushed and cast surfaces so they are not scratched in transit, and keep your tracking information until the return is fully processed and your refund or exchange is confirmed.

Return Shipping Responsibility

For returns arising from preference, ordering the wrong item, or no longer needing a product, the cost of return shipping is the customer's responsibility. Original outbound shipping charges are not refunded on these returns. We recommend using a trackable, insured service, because responsibility for the item remains with the sender until it is received and inspected at our facility.

Where a return results from our error, a defect, transit damage, or an item shipped incorrectly, BAKXYSHAKE covers return shipping. In these cases we will provide a prepaid label or reimburse reasonable return postage once the return is confirmed. You should never be out of pocket for shipping when the fault is ours.

We are not responsible for returns lost or damaged in transit back to us when the customer arranges shipping. Retaining proof of postage and tracking protects you if a package goes astray.

Restocking Fees

Most standard returns of single items in resalable condition are processed without a restocking fee. A restocking fee may apply in limited circumstances, and where it does, it is disclosed before you commit to the return so you can decide how to proceed. Situations that may carry a restocking fee include:

• Large-quantity or bulk orders returned in part or in full, where re-inspection and repackaging are required.
• Items returned without their original packaging or with missing minor components that must be replaced before resale.
• Returns of open-box display or carousel-type items that require cleaning and re-boxing.

Where applicable, restocking fees typically range up to fifteen percent of the item price and are deducted from the refund. No restocking fee is charged on items that are damaged, defective, or shipped in error.

Inspection on Arrival

When your return reaches us, it is inspected against the condition requirements in this policy. We check that the correct item and quantity have been received, that all components are present, and that food-contact and hygiene rules are met. This inspection normally takes place within a few business days of the package arriving.

If the item passes inspection, we move directly to your refund or exchange. If an item arrives in a condition that reduces or removes its eligibility, we will contact you to explain what we found and to discuss options, which may include a partial refund, a return of the item to you, or, where appropriate, no refund. We aim to be fair and transparent at every step and will always tell you before finalizing a reduced outcome.

Refund Method and Timing

Approved refunds are issued to the original payment method used for the purchase. If the original method is no longer available, we will work with you to identify a suitable alternative, such as store credit. We do not issue cash refunds, and we cannot refund to a different card or account than the one originally charged except where required to complete a valid refund.

Once a return passes inspection and the refund is approved, we process it promptly, typically within five business days. After we process the refund, the time for the funds to appear on your statement depends on your bank or card issuer and is outside our control; it commonly takes an additional few business days. Refunds cover the price of the eligible item and any tax charged on it. Original shipping charges are refunded only where the return results from our error, a defect, transit damage, or an incorrect shipment.

If more than a reasonable number of business days have passed since we confirmed your refund and you still do not see it, contact your card issuer first, then reach out to us with your order number so we can help trace it.

Exchanges

If you would prefer a different size, model, or product rather than a refund, we are glad to arrange an exchange on eligible items. Start an exchange the same way you start a return, and tell us which item you would like instead. The item being returned must meet the same condition and hygiene requirements set out above.

Where the replacement item differs in price, we will collect or refund the difference before the exchange ships. If your preferred replacement is temporarily out of stock, we will offer to wait for it to return, suggest a comparable alternative, or process a refund instead, whichever you prefer. Exchanges arising from a defect, damage, or an incorrect shipment are handled at no additional shipping cost to you.

Damaged, Defective, or Wrong Items

We inspect and pack orders carefully, but transit can be rough and mistakes happen. If your order arrives damaged, has a manufacturing defect, or contains an item different from what you ordered, please contact us within a reasonable time of delivery, ideally within seven days, so we can put it right quickly.

To help us resolve these cases fast, please include:

• Your order number and the affected item.
• A short description of the problem.
• Photographs of the item and, for transit damage, the outer packaging.

For confirmed damage, defects, or incorrect shipments, we will arrange a replacement, a suitable substitute, or a full refund at no additional cost to you, and we cover any return shipping required. These resolutions are not subject to restocking fees, and they are available even for items that would otherwise fall under the non-returnable hygiene rules, because the fault lies with the product or the shipment rather than with a change of mind.

Order Cancellations

You may request to cancel an order before it enters fulfillment. Because we aim to dispatch quickly, there is a limited window in which a cancellation can be applied. Contact us as soon as possible with your order number, and if the order has not yet been packed or handed to the carrier, we will cancel it and refund it in full to the original payment method.

If an order has already shipped, it cannot be cancelled in transit and is instead handled as a standard return once it arrives, subject to the eligibility rules in this policy. Custom-engraved and other personalized orders may become non-cancellable once production has begun, since the work is specific to your shop; we will tell you if that point has passed when you contact us.

Wholesale and Bulk Returns

Wholesale, case-quantity, and bulk orders are important to shops scaling up a station or opening a second window, and they carry a few additional considerations. Because these orders move larger volumes, returns are reviewed on a case-by-case basis and may require prior authorization, a restocking fee to cover re-inspection and repackaging, and return of full, unopened cases wherever possible.

Mixed or partial-case returns, and returns of consumable items supplied under a restock arrangement, are assessed individually. Business account holders should contact their point of contact or our support team to open a wholesale return, and any specific terms agreed in a wholesale arrangement or the Wholesale and Business Customer Terms will apply alongside this policy. Damaged, defective, or incorrectly shipped bulk items are always corrected at no cost, on the same basis as standard orders.

Nothing in this clause reduces the protection available for faulty goods. It exists only to set expectations for the higher volumes and logistics involved in business orders.