Terms and Conditions for Rumrom Bakery

Last updated: 1 September 2026

These Terms and Conditions govern your use of rumrom.com and orders placed with Rumrom Bakery. Please read them before placing an order.

Rumrom Bakery is the trading name used by شركة رام روم بيكري للفطائر والمعجنات والحلويات, a one-person company licensed in the State of Kuwait under commercial licence number 2024/24977 for pies, pastries and sweets. Orders are available for pickup and delivery only.

By using the website or placing an order, you confirm that you have read and accepted these Terms. Nothing in these Terms limits any consumer right or remedy that cannot lawfully be excluded under Kuwaiti law.

Contents

1. Scope and eligibility
2. Customer accounts
3. Products, descriptions and previews
4. Orders and confirmation
5. Availability and order rejection
6. Prices and KNET payment
7. Changes and cancellations
8. Customized cakes and uploads
9. Delivery
10. Pickup
11. Incorrect, damaged or defective orders
12. Refunds
13. Allergies and ingredients
14. Storage and non-edible decorations
15. Website and third-party services
16. Intellectual property
17. Responsibility and liability
18. Privacy
19. Kuwaiti law, complaints and changes
20. Contact Rumrom Bakery

1. Scope and eligibility

These Terms apply to website visitors, account holders, customers and anyone ordering for another person. You must have the legal capacity to place an order. Anyone under 18 should use the website and place an order only with the involvement of a parent or legal guardian.

If you order for another person, you confirm that you have permission to provide the information reasonably required to prepare and fulfil the order, including their name, telephone number and delivery details.

2. Customer accounts

The website may allow you to create a customer account. You are responsible for providing accurate information, keeping your login details confidential and contacting Rumrom promptly if you suspect unauthorized access.

Rumrom may reasonably restrict or suspend an account to protect customers or the website, investigate suspected fraud or misuse, or comply with law. This will not remove any rights relating to an order already paid for.

3. Products, descriptions and previews

Rumrom takes reasonable care to describe its cakes and other products accurately. Because products are prepared and decorated by hand, reasonable differences in colour, shape, placement, finish and decoration may occur.

Product photographs and digital customizer previews are illustrative. Colours can appear differently because of screen settings, lighting, ingredients and the limitations of a digital preview. A preview does not guarantee that every handmade detail will be identical.

The delivered product must nevertheless substantially match the accepted description, customization and material characteristics of the confirmed order.

Availability, sizes, flavours, ingredients, preparation times and decoration options may change. The choices and information shown at checkout, together with any written confirmation from Rumrom for the particular order, will apply.

4. Orders and confirmation

Before payment, you must check the selected product, size, flavour, quantity, spelling, colours, uploaded image, delivery or pickup choice, date, address and contact information.

You may correct these entries before submitting payment. If a technical checkout problem prevents correction, contact Rumrom immediately. Any mandatory correction or cancellation right remains unaffected.

An order is normally confirmed immediately after KNET payment is approved and the website issues an order confirmation. Please retain the order number and payment record.

Same-day orders may be available. For eligible orders, Rumrom’s normal preparation or delivery target is approximately four hours after confirmation. This is an estimate and not a guaranteed deadline. Large, complex or customized orders may require more time, and any timing shown at checkout or confirmed by Rumrom for the particular order will take priority.

If KNET appears to have charged you but no order confirmation is received, contact Rumrom before trying to pay again.

5. Availability and order rejection

Orders are subject to ingredient and decoration availability, production capacity, supported delivery coverage, successful payment and compliance with these Terms.

Rumrom may reject or cancel an order after payment if an ingredient or decoration is unavailable, uploaded content cannot lawfully or safely be used, an allergy accommodation cannot safely be fulfilled, there is an obvious pricing or technical error, fraud is reasonably suspected, or another objectively justified circumstance prevents Rumrom from fulfilling the order lawfully or safely.

If an ingredient or requested decoration becomes unavailable, Rumrom will contact the customer and may offer a reasonable substitute, a change to the order or cancellation. A substitute that materially changes the confirmed order will not be used without the customer’s agreement.

If Rumrom cannot fulfil the confirmed order, it will promptly notify the customer and offer an agreed substitute or a full refund in accordance with Section 12. Rumrom does not currently offer store credit.

6. Prices and KNET payment

Prices are displayed in Kuwaiti dinars (KWD). The total shown at checkout, including any clearly disclosed delivery or other charge, is the amount submitted for payment.

Rumrom currently accepts online payment through KNET only. An order is considered paid only after payment approval is received.

Rumrom does not impose a KNET surcharge unless it is lawfully authorized and clearly disclosed before payment. If an obvious price error affects an order, Rumrom will promptly notify the customer and offer the choice of accepting the corrected price or receiving a full refund.

Payment processing is provided through a payment-service provider and participating financial institutions. Rumrom will never ask you to send a KNET PIN, one-time password or other secret payment credential through WhatsApp, email or telephone.

7. Changes and cancellations

Because cakes are perishable and many are made to the customer’s specifications, a change-of-mind cancellation or return may be unavailable after preparation begins. A request to cancel or amend an order must be made immediately through Rumrom’s WhatsApp number or email address in Section 20 and is effective only when Rumrom confirms acceptance.

Rumrom may accept a request if preparation has not begun and the change is operationally possible. Any agreed change to price, design, fulfilment or timing will be confirmed to the customer before Rumrom proceeds.

This does not affect any mandatory right concerning a defective, unsafe, incorrectly supplied or materially non-conforming product.

8. Customized cakes and customer uploads

Customer instructions

You are responsible for checking all customization information before payment, including names, spelling, dates, numbers, colours, image orientation and special instructions. If information is unclear, Rumrom may contact you before production.

If Rumrom identifies inconsistent or unclear customization information before preparation, it may contact the customer and pause production. If the customer does not respond in time for safe and proper fulfilment, Rumrom may propose a later time or cancel the order and process the appropriate refund. Rumrom is not responsible for faithfully reproducing spelling, wording or selections approved by the customer, but remains responsible for its own error.

Rumrom may offer a correction where possible, but additional time or charges may apply and will be disclosed before proceeding.

Uploaded images and text

Upload only file types and sizes accepted by the website’s uploader. You must have the necessary ownership, licence, consent or other legal permission to use every submitted image, logo, name, photograph and item of text.

You must not submit content that:

• is unlawful under the laws of the State of Kuwait;
• is explicit, obscene, threatening, hateful or seriously offensive;
• defames, harasses or violates another person’s privacy;
• infringes copyright, trademark or another intellectual-property right; or
• could reasonably expose Rumrom or another person to legal or safety risk.

Rumrom may refuse a prohibited or unsuitable request. You grant Rumrom limited permission to use submitted content only as reasonably necessary to review, produce, deliver and support the order.

Handling and deletion of uploaded photographs are explained in the Privacy Policy. Customized-cake photographs are normally removed from Rumrom’s direct control within one business day after delivery, pickup or cancellation, subject to limited exceptions for an unresolved complaint, refund or replacement, a legal or security requirement, and a service provider’s separate backup or deletion cycle.

9. Delivery

Delivery is available only to locations offered by the website at checkout. The current standard delivery charge is KWD 2.000, unless a different amount is clearly shown before payment.

The delivery estimate shown at checkout applies. A four-hour delivery time is an estimate for eligible orders and not a guarantee. Production requirements, traffic, weather, road access, demand, incorrect customer information or an event outside Rumrom’s reasonable control may affect delivery. Rumrom will notify the customer of a material delay where reasonably possible.

The customer must:

• provide a complete and accurate address and active telephone number;
• ensure the location is accessible to the driver;
• remain available during the expected delivery period; and
• check the order promptly when it is handed over.

If the customer does not answer the telephone, the driver may ring the doorbell and wait for up to five minutes. If nobody accepts the order, it may be returned to Rumrom. Any redelivery fee or non-refund consequence will apply only if it was disclosed before payment and the failed handover was attributable to the customer. Rumrom will contact the customer about the available next step.

If a materially incorrect address prevents delivery, Rumrom may return or cancel the order and contact the customer about an appropriate redelivery arrangement or refund. Any treatment of the original delivery charge will follow the terms disclosed before payment and mandatory Kuwaiti law.

Risk of accidental loss or damage passes to the customer upon physical handover at the delivery address or pickup point. This does not remove rights concerning a pre-existing defect, food-safety issue, wrong order or non-conformity.

10. Pickup

Pickup is from Rumrom Bakery at Shop 2, Street 25, Block 1, Plot 172, West Abu Fatira Al-Herafia (Qurain Markets), Mubarak Al-Kabeer, Kuwait.

Collection is available during the confirmed pickup period and Rumrom’s working hours, normally 10:00 AM to 8:00 PM Kuwait time. Do not travel to collect an order until it is ready or its collection time has been confirmed. The normal four-hour preparation period is an estimate for eligible orders.

The person collecting may be asked for the order telephone number, order number and pickup person’s name. Completed pickup orders will be held under safe storage conditions for one business day.

Because cakes are perishable, Rumrom may be unable to continue holding an order safely after that period. Contact Rumrom as soon as possible if collection will be delayed. Before payment, Rumrom will disclose any consequence of failure to collect within the holding period. No such consequence limits a mandatory right relating to Rumrom’s own breach or an unsafe, defective, incorrect or non-conforming product.

11. Incorrect, damaged or defective orders

Check the product as soon as reasonably possible after delivery or pickup. If an order is incorrect, damaged, unsafe or defective, contact Rumrom promptly. Where reasonably possible, provide clear photographs, the order number or other information needed to identify the order, and a short explanation of the problem. This reporting request does not remove mandatory rights concerning a hidden, unsafe, defective, incorrect or non-conforming product.

Do not discard the affected product or packaging until Rumrom has had a reasonable opportunity to review the complaint, unless keeping it would be unsafe.

If a valid issue is confirmed, Rumrom will provide the remedy required by Kuwaiti law, which may include correction, replacement or refund. A reasonable handmade variation, or the faithful reproduction of customization information approved by the customer, is not by itself a defect.

12. Refunds

Where a refund is approved, Rumrom will initiate it to the original KNET payment method within 10 working days. The customer’s bank or payment provider may require additional time before the amount appears.

Rumrom does not charge a fee for processing an approved refund.

Refund eligibility depends on the reason for the request, the condition and perishable or customized nature of the product, whether production has begun, and applicable Kuwaiti consumer law. Nothing in these Terms removes any refund, replacement, re-performance, compensation or other remedy that a customer is legally entitled to receive.

For a payment complaint, contact Rumrom through WhatsApp or email using the information in Section 20.

13. Allergies, ingredients and food-safety requests

Ingredients and allergens vary by product and customization. A customer with an allergy, intolerance or medical dietary requirement must contact Rumrom before placing the order and clearly identify the relevant ingredient or allergen.

Rumrom will advise whether it can reasonably attempt the requested accommodation based on the information available for the specific order. Rumrom does not promise an allergen-free environment or guarantee that a product contains no trace of an allergen.

Important: Although Rumrom does not operate in a kitchen shared with another business, its own kitchen, equipment, preparation surfaces and suppliers may handle multiple ingredients and allergens. Customers with serious allergies should consider this risk and seek appropriate medical advice before ordering. This section does not exclude Rumrom’s mandatory food-safety obligations.

14. Storage, consumption and non-edible decorations

Follow any product-specific storage or handling instruction supplied with the order. Unless Rumrom advises otherwise:

• refrigerate cakes that require refrigeration;
• do not leave a cake at room temperature for more than two hours;
• consume refrigerated cake within two days; and
• freeze a product only if Rumrom confirms that freezing is suitable.

Some cake supports, toppers, wires, sticks, printed elements or decorations may be non-edible. Remove all non-edible parts before cutting or serving and supervise children carefully.

After delivery or pickup, the customer is responsible for suitable transport, temperature control, storage and serving, except for a defect that already existed when Rumrom supplied the product.

15. Website, customizer and third-party services

Rumrom aims to keep the website, cake customizer and checkout available and accurate but does not promise uninterrupted operation or freedom from every technical error.

The website relies on third-party services that may include hosting, KNET payment processing, website plugins, analytics, communications and the Kickflip product customizer. Maintenance, internet failures or third-party outages may temporarily affect access.

Rumrom may correct an obvious website, pricing or configuration error and will contact an affected customer if the correction changes a confirmed order. Use of a third-party provider does not remove Rumrom’s responsibilities for an order to the extent imposed by law.

16. Intellectual property

Unless otherwise stated, Rumrom or its licensors own the website content, branding, text, graphics, photographs, page designs and original cake-design materials. They may not be copied, sold, republished or commercially exploited without prior written permission.

Customers retain their existing rights in lawful content they upload. The limited permission granted to Rumrom in Section 8 does not transfer ownership of that content.

17. Responsibility, liability and events beyond control

Rumrom is responsible for supplying products with reasonable care, in accordance with the confirmed order and applicable law.

Rumrom is not responsible for delay caused solely by an event outside its reasonable control, but will notify the customer promptly where practical. If fulfilment becomes impossible, or a delay materially defeats the purpose of the order, the customer may choose an agreed rescheduling or substitute, or receive a refund as required by law.

Rumrom is not responsible for deterioration caused after acceptance by improper transport, temperature, storage, handling, delayed collection or failure to remove non-edible decorations.

Nothing in these Terms excludes or restricts liability for fraud, deliberate misconduct, death or personal injury caused by negligence, an unsafe or defective product, or any other liability or consumer remedy that cannot lawfully be excluded or restricted.

18. Privacy

Rumrom processes personal information as described in its Privacy Policy. This includes information used for customer accounts, KNET payment confirmation, customization, order preparation, delivery, pickup, customer support, website security and relevant service providers.

19. Kuwaiti law, complaints and changes to these Terms

These Terms and orders placed with Rumrom are governed by the laws of the State of Kuwait. The competent courts and authorities of Kuwait have jurisdiction, subject to any mandatory consumer-protection procedure or right available to the customer.

Customers are encouraged to contact Rumrom with the order number and a description of the issue so the complaint can be acknowledged and a fair resolution sought. This does not restrict the customer’s right to contact the Ministry of Commerce and Industry Consumer Protection service on 135, or another competent authority.

English and Arabic versions may be provided. If there is an inconsistency, they must be interpreted in a way that complies with mandatory Kuwaiti law and does not reduce a non-waivable consumer right.

Rumrom may update these Terms when its services, operations or legal obligations change. The Terms displayed when an order is placed will ordinarily govern that order. A later change will not retroactively alter a confirmed order unless required by law or agreed with the customer.

20. Contact Rumrom Bakery

Rumrom Bakery Customer Service
Legal business name: شركة رام روم بيكري للفطائر والمعجنات والحلويات
Legal entity: One-person company
Commercial licence: 2024/24977
Telephone and WhatsApp: +965 99095385
Email: hello@rumrom.com
Customer-service hours: 10:00 AM to 8:00 PM Kuwait time

Address:
Shop 2, Street 25, Block 1, Plot 172
West Abu Fatira Al-Herafia (Qurain Markets)
Mubarak Al-Kabeer, Kuwait
Automatic address number: 21684499