Freshness Guarantee & Return Policy
Your satisfaction is our priority. We stand behind the quality and freshness of every cake.
At Jaytal House Of Cake, we're committed to delivering freshly baked cakes made with premium ingredients. If you're not completely satisfied with your cake, we'll make it right with our 100% satisfaction guarantee.
Our Freshness Guarantee
We guarantee all our cakes are baked fresh daily using premium ingredients. When properly stored, our cakes will remain fresh and delicious for at least 2-3 days from the date of delivery.
If your cake arrives damaged, or does not meet our quality standards, please contact us within 24 hours of delivery/pickup with photos of the issue.
What We Cover
We'll provide a replacement or full refund for the following situations:
- Damaged delivery: Cake arrives damaged, crushed, or melted during transit
- Wrong order: You received a different cake design or flavor than what you ordered
- Missing items: Your order is missing decorations, candles, or custom elements
- Quality issues: Cake does not meet our freshness or taste standards upon delivery
- Failed delivery: We were unable to deliver to the specified address on the requested date
- Custom design errors: Significant deviations from the agreed-upon custom design
How to Report an Issue
Contact Us Immediately
Reach out within 24 hours of delivery/pickup via phone at +254793752542 or email at jaytalhouseofcake@gmail.com with your order number.
Provide Photos
Send clear photos showing the condition of the cake from multiple angles. This helps us assess the issue and provide the best solution quickly.
Get Your Resolution
We'll review your case and offer either a free replacement or a full refund, typically within 2-8 hours during business hours.
Resolution Options
Free Replacement
We'll bake and deliver a fresh replacement cake at no additional cost, based on availability and scheduling (typically within 1-2 business days for custom cakes).
Note: Subject to ingredient availability and production schedule.
Full Refund
If you prefer a refund or replacement isn't possible, we'll process a full refund to your original payment method within 3-5 business days.
Refunds include delivery charges for eligible claims.
What's Not Covered
Our guarantee does not cover the following situations:
- Natural staleness: Normal staleness after 3 days with proper storage
- Improper storage: Damage due to leaving cake unrefrigerated, exposure to heat, or neglect
- Late reporting: Issues reported more than 24 hours after delivery/pickup
- Recipient unavailable: Failed delivery due to incorrect address or recipient not available
- Change of mind: Dissatisfaction with flavor or design after accepting delivery/pickup
- Minor variations: Slight color or decoration differences in handcrafted custom cakes
- Allergies: Allergic reactions when ingredient information was provided beforehand
Cake Storage & Care Tips
To maximize the freshness and taste of your cake:
- •Store cakes with buttercream or cream frosting in the refrigerator
- •Keep fondant cakes in a cool, dry place (avoid refrigeration unless necessary)
- •Bring refrigerated cakes to room temperature 1-2 hours before serving for best flavor
- •Cover leftover cake with plastic wrap or store in an airtight container
- •Keep cakes away from direct sunlight and heat sources
- •Consume within 2-3 days for optimal freshness and taste
Pro Tip: Proper storage can keep your cake delicious for days! Different cake types may have specific storage needs—feel free to ask us for guidance.
Need Help?
Have questions about our freshness guarantee or return policy? Our customer service team is here to assist you!
This policy is effective as of November 2025 and may be updated from time to time.
Jaytal House Of Cake - Fresh Cakes Baked Daily with Love