Refund policy

Returns & Refund Policy

At Esthetic Cakes Cakery, we take great pride in creating fresh, handcrafted cakes and baked goods for every customer. Due to the perishable and custom-made nature of our products, our Returns & Refund Policy is as follows.

Returns

As our products are freshly prepared and made to order, we are unable to accept returns on cakes, cupcakes, cookies, or other baked goods once they have been collected or delivered.

Refund Eligibility

Refunds may be considered in the following circumstances:

  • You received the wrong product.
  • Your order was significantly different from what was confirmed at the time of purchase.
  • Your order was damaged during delivery by Esthetic Cakes Cakery.

Refunds will be assessed on a case-by-case basis.

Non-Refundable Situations

Refunds will not be issued for:

  • Change of mind after an order has been confirmed.
  • Minor variations in colour, decoration, or design resulting from the handmade nature of our products.
  • Damage occurring after collection or delivery due to improper handling, transportation, or storage.
  • Incorrect flavour, design, wording, or other details that were approved by the customer before production.
  • Failure to collect an order at the agreed collection time.

Order Cancellations

  • Orders cancelled more than 7 days before the scheduled collection or delivery date may be eligible for a partial refund, excluding any non-refundable deposit.
  • Orders cancelled within 7 days of the collection or delivery date are non-refundable, as ingredients and preparation will already have commenced.

Reporting an Issue

If you experience a problem with your order, please contact us within 24 hours of collection or delivery.

To help us investigate your claim, please provide:

  • Your order number.
  • A description of the issue.
  • Clear photographs of the product, including any damage where applicable.

Failure to notify us within 24 hours may affect our ability to assess your claim.

Approved Refunds

If your refund request is approved, we may, at our discretion:

  • Provide a partial refund.
  • Replace the product.
  • Offer store credit for a future purchase.

Approved refunds will be processed using the original payment method where possible.