Refund and Returns Policy
At Cakes Horizon, customer satisfaction is our top priority. Every cake is freshly baked and carefully prepared to meet our quality standards. However, because our products are perishable and custom-made, we have a specific return and refund policy to ensure fairness and transparency.
1. Order Cancellations
Cancellations are only accepted within 3 hours of placing your order, provided production has not yet begun.
Once baking or customization has started, we’re unable to cancel or modify the order.
To cancel an order, please contact us immediately via WhatsApp, phone call, or email with your order details.
2. Returns
Due to the perishable nature of our cakes, we do not accept returns once the product has been delivered or picked up.
Please ensure someone is available to receive your cake at the agreed delivery time to maintain freshness and quality.
3. Refunds & Replacements
We may offer a partial refund or replacement in the following situations:
You receive the wrong cake design, size, or flavour from what was ordered.
The cake arrives damaged due to an error on our part.
To qualify for a replacement or refund:
You must notify us within 1 hour of delivery.
You must provide clear photos or videos of the issue for verification.
After assessment, we will determine if a refund, replacement, or discount applies.
4. Non-Refundable Situations
Refunds or replacements will not be issued if:
The cake was handled improperly after delivery (e.g., melted due to poor storage or exposure to heat).
The issue is based on personal taste preference or subjective appearance opinions after delivery approval.
The delivery delay was caused by inaccurate address details or unavailability of the recipient.
5. Delivery Issues
We ensure timely delivery but cannot be held responsible for unforeseen traffic, weather conditions, or third-party delivery delays. However, we’ll always communicate promptly in such cases.
6. Contact Us
For any complaints, refunds, or feedback, please reach out to our customer care team through:
📞 Phone/WhatsApp: 08138386492
📧 Email: cakeshorizon@gmail.com