What is the Golden Crust freshness promise?
Our promise is simple: if it is not right, we put it right. Tell us within 24 hours of pickup or delivery — or on the same day for fresh-cream cakes — send a photo and your order number, and we will replace the item or refund it. The promise covers everything we bake and everything we sell, whether you bought it at a branch counter or through this website.
Golden Crust is a demo store powered by SmartPOS Hub. Orders placed on this website are not fulfilled and no payment is taken for them; this page shows how a real bakery's refund policy would read.
What does the promise cover?
| Problem | Covered? | What we do |
|---|---|---|
| Stale, dry or past its best on the day you received it | Yes | Replace or refund |
| Damaged in our care (crushed box, smudged icing before handover) | Yes | Replace or refund |
| Wrong item, wrong size or wrong flavour | Yes | Replace with the right item or refund |
| Name, message or photo print different from what you ordered | Yes | Remake if time allows, or refund the item or add-on |
| Item missing from the order | Yes | Send or hold it for you, or refund it |
| Foreign object or quality concern | Yes | Refund, and we investigate at the Bakehouse |
| Changed your mind after collecting | No | Food cannot be resold |
| Damage after handover (dropped, left in a hot car, not refrigerated) | No | We will advise on storage, but cannot refund |
| Reported after the time limit | Usually no | Talk to us anyway — we look at each case fairly |
How do I report a problem?
- Keep the item and the box. Please do not throw it away until we have replied.
- Take a clear photo of the problem, including the label or receipt if you have it.
- Contact us within the time limit — call the branch that prepared your order, or use the Show email button on the contact page. Include your order number.
- Tell us what you would prefer: a replacement, a different item, or a refund.
- We reply the same day during support hours (daily 9:00 AM to 9:00 PM PKT) and agree the fix with you.
What are the time limits?
- Fresh-cream cakes, cream slices, cheesecake and sandwiches: report on the same day you receive them. These are made to be eaten fresh and change quickly once out of the fridge.
- Breads, pastries, patties, cupcakes and other baked goods: within 24 hours.
- Biscuits, rusk, fruit cake and other packed bakes: within 24 hours of receipt for damage or wrong items; quality concerns before the best-before date on the pack.
- Third-party packaged goods (Five Rivers Dairies, Valley Orchard, Sunfield Farms, Canal Beverages): within 24 hours for damage, leaks or wrong items; for anything past or near the date on the pack, tell us before using it.
How are refunds paid?
Refunds go back the way you paid, so you never have to chase us.
| You paid by | Refund method | Typical timing |
|---|---|---|
| Cash on delivery | Cash at a branch, or bank transfer to an account you give us | Same day at a branch; bank transfer within a few working days |
| Pay at pickup (cash) | Cash at the branch | Same day |
| Bank transfer | Bank transfer to the sending account | Within a few working days of approval |
We refund the item price plus any add-ons on that item (drip, fruit topping, photo print). If a whole delivery order fails because of us, we also refund the delivery fee.
Can I cancel an order?
Yes, before we start making it.
- Counter items and standard cakes: cancel any time before your order is packed for its slot, for a full refund of anything already paid.
- Custom cakes: free cancellation up to 24 hours before pickup or delivery. After that the cake has usually been baked and decorated, so we can only refund at our discretion.
- Wedding and tiered cakes: free cancellation up to 72 hours before the date. Within 72 hours, ingredients and decoration have been prepared; we will refund what we reasonably can and explain any deduction in writing.
- Trade and bulk orders: cancellation terms are agreed with the Central Bakehouse team when you confirm the order.
What about allergies and dietary needs?
Please check the allergen information and the product page before ordering. Our kitchen handles wheat (gluten), eggs, milk, tree nuts (almonds), soy and sesame, so any product may contain traces of these. We cannot refund an item because it contains an allergen that is listed on its product page or label, but if our labelling was wrong we treat it as a quality issue under the promise and want to hear about it immediately. If anyone has a reaction, seek medical help first.
Food safety concerns
If you believe a product is unsafe, stop eating it, keep the remainder and the packaging, and contact us straight away. We investigate every report with the Bakehouse team. You also have the right to report a food concern to the Punjab Food Authority, and we will co-operate fully with any enquiry.
Your legal rights
This promise is in addition to your rights under Pakistani law, including the Punjab Consumer Protection Act, 2005. Nothing on this page limits a right you have by law.
Contact
| Branch | Phone |
|---|---|
| Gulberg | +92 42 3575 1100 |
| DHA Phase 5 | +92 42 3718 2200 |
| Johar Town | +92 42 3530 4400 |
To write to us, use the Show email button on the contact page. For delivery and collection rules, see the delivery and pickup policy.