Refund policy

Return and Refund Policy

At Bela Aurora, we take great pride in our baked goods and want you to be completely satisfied with your order. Because our pickup cakes, flans, and personal cakes are perishable and made to order, our return and cancellation policies reflect standard bakery industry practices.

Perishable Goods (Cakes, Flans, and Baked Items)
Due to the perishable nature of our products and health and safety regulations, we do not accept returns on any baked goods once they have left the shop.

  • Pickup Inspection: We encourage all customers to inspect their cakes and treats at the time of pickup. Once the item leaves Bela Aurora, the customer assumes full responsibility for its safe transport and storage. We are not responsible for damage that occurs during transit or due to improper handling after pickup.

  • Quality Concerns: If you feel there is a genuine quality issue with your item, please contact us within 24 hours of pickup. To qualify for a potential refund or store credit, we require that the item is returned to us promptly with at least 75% of the uneaten portion intact so we can evaluate the issue.

Order Cancellations and Modifications
We understand that plans can change. If you need to cancel or modify your pickup order:

  • 48+ Hours Notice: Cancellations made at least 48 hours prior to your scheduled pickup time are eligible for a full refund or store credit.

  • Under 48 Hours Notice: Cancellations made within 48 hours of the scheduled pickup time are non-refundable. At this stage, ingredient preparation and baking have already begun.

Missed Pickups
Orders that are not picked up by the end of our business day will not be refunded or credited. Perishable items that are not collected will be discarded at the end of the day or the following morning for quality control purposes.

Non-Perishable and Pantry Items
For non-perishable pantry items and beverages (such as 12-packs of Guaraná), we accept returns within 14 days of purchase. The items must be unopened, in their original packaging, and accompanied by the receipt or proof of purchase.

How to Request a Refund or Cancellation
To request an order modification, cancellation, or report an issue, please contact us as soon as possible with your order number and details. Approved refunds will be processed automatically to your original method of payment. Please note it may take a few business days for your bank or credit card company to process and post the refund.