Refund & Return Policy
Last updated: November 11, 2026
This policy applies to orders placed on hamidobaklava.ca with Hamido Baklava, operated by 9185-0982 Québec inc., 1650 Rue Saint-Zotique Est, Montréal (Québec) H2G 1H4.
No returns for a change of mind
Our baklava, desserts, cakes, pastries, Turkish delight and drinks are food products prepared fresh for your order. For food safety reasons, once an order has been picked up, delivered or shipped, we cannot take a product back or refund it because you changed your mind — whether or not the box was opened.
When something is wrong, we make it right
If there is a problem with your order, we replace the product or refund it:
- you received the wrong product or a product is missing;
- the product arrived damaged;
- the product has a quality problem (for example, it is not fresh).
You will usually notice this when you open the box — that is fine: opening the box does not take away this right.
Contact us within 24 hours of receiving your order at +1 (438) 375-6367 or info@hamidobaklava.ca, with your order number (HB-…) and a photo of the problem. Please keep the product and its packaging until we answer. We reply within 2 business days.
Cancelling an order
- If we have not started preparing it: call us as soon as possible at +1 (438) 375-6367 and we cancel it with a full refund.
- Once it is being prepared: it can no longer be cancelled, because it is made for you.
If we cancel your order
If we have to cancel your order (for example, a product is no longer available, the shop is closed or we cannot deliver to your address), we let you know and refund the full amount, delivery fee included.
How refunds are made
- Paid online by card: the refund goes back automatically to the card used for the order. We refund it the same day it is approved; your bank may take 5 to 10 business days to show it.
- Paid at pickup or on delivery (cash or card): we refund the same way you paid, at the shop, or replace the product. If the order is cancelled before you pay, nothing is charged.
Delivery and shipping
- Times: pickup and delivery times, and "as soon as possible", are estimates. A short delay does not give a right to a refund; if we cannot keep your time, we call you.
- Local delivery: if nobody is at the address or the information you gave is wrong, the order cannot be refunded; we will call you to arrange a new delivery (a new delivery fee may apply) or a pickup at the shop.
- Shipping (Purolator): shipping times are an estimate. A delay caused by the carrier does not give a right to a refund, but if a parcel is lost or arrives damaged, contact us and we will make it right.
Questions
Can I return a box I did not open? No: food products cannot be taken back once they have left the shop.
I opened the box and a product is missing or damaged. Is that covered? Yes. Contact us within 24 hours with your order number and a photo; we will send the missing product, replace it or refund it.
I chose the wrong varieties in a mix box. Can I change them? Yes, if we have not started preparing your order: call us as soon as possible.
How long does a refund take? We refund the same day we approve it. For a card, your bank may take 5 to 10 business days to show it.
This policy does not limit the rights you have under the Québec Consumer Protection Act.