Returns & Refunds

Last updated: 27 October 2026

Cancellation or changes

Contact us with your order reference as soon as possible. We check the order’s progress before confirming a change or cancellation; sending a message alone does not confirm cancellation. If preparation or delivery has started, we explain available options without limiting statutory rights.

Change of mind

Eligible goods may be returned within 14 days under applicable law, subject to exceptions including perishables and goods that cannot be restored to their original condition. Changing your mind about fresh pastries is different from receiving defective or damaged food. Opening packaging or the nature of food does not remove rights concerning safety or conformity.

Damaged, incorrect or missing goods

Tell us when you notice a problem, preferably on receipt to help verification. This is a request for prompt reporting, not a deadline that removes legal rights. Provide the order reference, description and photos where possible. Keep the packaging and product safely if practical. Do not eat food you suspect is unsafe. An account is not required to complain.

Resolution and refunds

We review the issue and arrange replacement, supply of missing items or an appropriate refund, according to the circumstances, your choice and applicable rights. Correcting a fault attributable to us carries no additional charge. We explain any collection arrangement, refund method and timing before proceeding. We do not need card details or passwords for a complaint. Applicable statutory periods for defects remain available, including 30 days for qualifying defective-goods claims.

Storage after delivery

Follow storage and expiry instructions. Deterioration caused solely by improper storage or use after delivery is assessed on the facts and is not automatically a defect present on delivery. This does not exclude responsibility for damage or errors existing before receipt.

Contact and complaints

For questions, privacy requests or complaints, contact VALOR at pasteldenata@valorgroupeg.com or by phone / WhatsApp at +201026744414. Do not send passwords or bank card details.
You may also approach the Consumer Protection Agency or other competent authorities through their available procedures. This policy does not exclude more favorable statutory protection.