At SweetCrumbs Cakes, we are dedicated to delivering high-quality baked goods that bring joy and satisfaction to every celebration. Our cakes are handcrafted with care, using fresh ingredients and custom designs tailored to each customer’s request. While we strive for excellence in every order, we understand that situations may arise where a refund is requested. This Refund Policy outlines the circumstances under which refunds may be granted and the process for handling such requests. Eligibility for Refunds Customers may request a refund within 3 days of receiving their order. To be eligible for a refund, the issue must be reported within this window and meet specific criteria related to quality, order accuracy, or fulfillment errors. As our products are perishable and custom-made, not all orders will qualify for a refund once preparation or delivery has occurred. Valid Reasons for Refund Requests We recognize that customer satisfaction is paramount. Refunds or partial refunds may be issued under the following valid circumstances: The cake delivered was incorrect in terms of flavor, size, or design based on the confirmed order. There was a clear quality issue, such as the cake being underbaked, overbaked, stale, or having an off taste or texture. Decorations or elements of the cake were significantly damaged in transit or prior to pick-up through no fault of the customer. The cake was not ready for pickup or delivery at the agreed time, causing disruption to the event. In all such cases, customers are encouraged to document the issue through photographs or video upon receiving the item, as this helps support their claim and allows for faster resolution. Non-Refundable Situations Unfortunately, not all refund requests can be honored. The following situations generally do not qualify for a refund: Change of mind after placing a custom order, particularly once production has begun. Minor aesthetic differences that do not affect the overall theme or intention of the design. Subjective dissatisfaction with taste or decoration, especially when the product meets the agreed specifications. Failure to pick up the order on the scheduled date or provide accurate delivery information. Late complaints beyond the 3 days window. Custom cakes require significant planning and labor, and ingredients are often sourced specifically for the order. Because of this, refunds due to customer changes or event cancellations are typically not granted once the order has been confirmed and baking has commenced. Partial Refunds and Store Credit In some cases, we may offer partial refunds or store credit as an alternative resolution. This is particularly applicable when: A minor issue occurred but the majority of the product was satisfactory. The customer is willing to accept a resolution other than a full refund. Future orders are being placed, and the customer prefers a discount on subsequent purchases. Store credit is often the preferred method of resolution for products already partially consumed or for orders involving subjective feedback. Refund Method Approved refunds will be issued using the original method of payment. Refunds will not be given in cash if the original payment was made via credit card, mobile payment, or other electronic forms. Refunds are typically processed promptly upon approval. Custom Orders and Wedding Cakes Custom cakes, including wedding and event cakes, require a longer preparation period and detailed design consultation. Orders of this nature are non-refundable once the final design is approved and production begins. If a customer needs to cancel such an order, partial refunds may be granted depending on the time of cancellation and whether ingredients or decorative items have already been purchased. Pickup and Delivery Responsibility It is the responsibility of the customer to ensure timely pickup or to be present at the delivery location. Failure to do so may result in product spoilage or quality degradation, which will not be grounds for a refund. If delivery is missed due to incorrect information provided by the customer, a re-delivery fee may apply, and refunds will not be issued for delays caused in this manner. Damage Claims If a cake arrives damaged due to handling by our staff or during in-house delivery, a full or partial refund may be considered, depending on the severity of the issue. Claims of this nature must be supported by clear photographs of the product at the time of receipt and reported within 3 days. Amendments to the Policy We reserve the right to update or revise this Refund Policy at any time. Any changes will be clearly communicated to customers through official channels. Customers are encouraged to review the most current policy when placing an order. Final Notes Our goal is to deliver not only beautiful and delicious cakes but also outstanding customer service. While we cannot guarantee refunds in every circumstance, we are committed to resolving concerns fairly and respectfully. If you are not satisfied with your cake for any reason, we welcome your feedback and will do our best to make things right within the terms of this policy.