Refund and Cancellation Policy for Rumrom Bakery
Last updated: 1 September 2026
This Policy explains how order changes, cancellations, replacements and refunds are handled for orders placed through rumrom.com. It should be read together with Rumrom Bakery’s Terms and Conditions.
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.
Nothing in this Policy limits any refund, replacement, correction, compensation or other consumer remedy that cannot lawfully be excluded under Kuwaiti law.
1. Order confirmation and payment
Rumrom currently accepts online payment through KNET only. An order is considered paid only after KNET payment approval is received.
An order is normally confirmed immediately after approved payment and issuance of the website order confirmation. Because confirmation is normally immediate, the opportunity to cancel before confirmation may be very short. Please retain the order number and payment record.
If KNET appears to have charged you but no order confirmation is received, contact Rumrom before attempting another payment.
2. Requesting a change or cancellation
A request to change or cancel an order must be made immediately through Rumrom’s WhatsApp number or email address below. A request is effective only when Rumrom confirms its acceptance.
Rumrom may accept a request if preparation has not begun and the requested change is operationally possible. Any agreed change to the price, design, fulfilment method or timing will be confirmed before Rumrom proceeds.
Do not assume that sending a message automatically stops production. If Rumrom cannot accept the request, the confirmed order will continue unless another arrangement is agreed.
3. Perishable and customized orders
Cakes and bakery products are perishable, and customized products are prepared to the customer’s specifications. A change-of-mind cancellation, return or refund may therefore be unavailable after preparation begins.
This rule does not apply where a mandatory consumer right arises because a product is unsafe, defective, incorrectly supplied or materially different from the confirmed order.
4. Availability and cancellation by Rumrom
If an ingredient or decoration becomes unavailable, Rumrom will contact the customer and may offer a reasonable substitute, an agreed change or cancellation. A substitute that materially changes the confirmed order will not be used without the customer’s agreement.
Rumrom may reject or cancel an order where it cannot lawfully or safely fulfil it, including because of genuine unavailability, an unsupported delivery location, an unlawful or unsuitable customization request, an allergy accommodation that cannot safely be fulfilled, an obvious pricing or technical error, reasonably suspected fraud, or another objectively justified circumstance.
If Rumrom cannot fulfil a confirmed order, it will promptly notify the customer and offer an agreed substitute or a full refund for the cancelled order. Rumrom does not currently offer store credit.
5. Incorrect, damaged, unsafe or defective orders
Check the product as soon as reasonably possible after delivery or pickup. If the order is incorrect, damaged, unsafe, defective or materially non-conforming, contact Rumrom promptly.
Where reasonably possible, provide:
- clear photographs showing the issue;
- the order number or other information needed to identify the order; and
- a short explanation of what is wrong.
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. This reporting request does not remove mandatory rights concerning a hidden or food-safety defect.
If a valid issue is confirmed, Rumrom will provide the remedy required by Kuwaiti law, which may include correction, replacement or refund.
6. Customization details and handmade variations
The customer must check names, spelling, dates, numbers, colours, image orientation and all other customization instructions before payment. Rumrom remains responsible for its own production error, but faithfully reproducing information approved by the customer is not itself a defect.
Reasonable handmade differences in colour, shape, placement, finish or decoration, and reasonable differences between screen colours and the finished product, are not by themselves defects. The supplied product must nevertheless substantially match the accepted description, customization and material characteristics of the confirmed order.
7. Approved 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 preparation has begun, and applicable Kuwaiti consumer law.
The treatment of a delivery charge will depend on the reason for cancellation or failed delivery, the terms clearly disclosed before payment and mandatory Kuwaiti law. Any redelivery fee or non-refund consequence for a failed handover applies only if it was disclosed before payment and the failure was attributable to the customer.
8. How to submit a request or complaint
Contact Rumrom with the order number, customer’s telephone number, requested remedy and supporting photographs where relevant. Rumrom will review the circumstances and reply through the available contact details.
Contacting Rumrom does not restrict the customer’s right to contact the Ministry of Commerce and Industry Consumer Protection service on 135, or another competent authority.
9. 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
