Return Policy

1. Our General Policy

• Due to the perishable and custom nature of our products, we do not accept returns on cakes once they have left our premises. However, we will always work with you to resolve any legitimate concerns.

2. When We Will Issue a Refund or Replacement

We will offer a full refund or replacement cake in the following situations:

• The cake delivered is significantly different from what was ordered and confirmed in writing.
• The cake arrives in a damaged or inedible condition due to our error or a delivery issue on our part.
• An incorrect cake (wrong flavour, wrong name, wrong size) is delivered.
• The order is not delivered within the agreed timeframe and no prior communication was made by our team.

3. How to Raise a Concern

If you have an issue with your order:

• Contact us within 2 hours of receiving your cake.
• Provide your order details (name, date, order reference if available).
• Send clear photos of the cake showing the issue via WhatsApp or email.

We will review your concern and respond within 24 hours with a resolution.

4. What We Will Not Refund

Refunds will not be issued in the following cases:

• Change of mind after delivery.
• Damage caused after the cake has been collected by the customer or received by a third party on the customer's behalf.
• Dissatisfaction with a design element that was not specified at the time of ordering.
• Complaints raised more than 24 hours after delivery.
• Cakes that have been partially or fully consumed before raising a complaint.

5. Cancellation Refunds

• Cancellations made more than 72 hours before delivery/pickup: 50% refund of the deposit.
• Cancellations made within 72 hours of delivery/pickup: no refund, as preparation will have begun.
• Wedding and large event orders may have separate cancellation terms communicated at the time of order confirmation.

6. Refund Process

• Approved refunds will be processed within 3–5 business days via the original payment method (M-PESA, Visa, MasterCard, or Cash).
• For M-PESA refunds, please ensure your number is active and registered.