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Refund Policy

Contents

Last updated: 10 September 2026 — Effective date: 10 September 2026

Overview

Our products are fresh, handmade sweets prepared specifically for your order, so they are not returnable after delivery under normal circumstances. Refunds are governed by the cancellation timeline and the quality guarantee below.

Cancellation Window

  • Within 15 minutes of placing the order, while its status is "Awaiting payment" or "Paid": cancel it yourself from the tracking page for a full refund to your card (5–7 business days via MyFatoorah).
  • After 15 minutes and before preparation starts: contact us on WhatsApp; refunds are at our discretion and are usually granted in full.
  • After preparation has started: cancellation is no longer possible; if there is a quality issue on delivery, the quality guarantee below applies.

Quality Guarantee

  • If an item arrives damaged, wrong, or below the stated quality, message us on WhatsApp within 2 hours of delivery with a clear photo.
  • We may offer: a replacement with your next order, a partial refund (store credit or KNET), or a full refund of the affected line item.

Refund Methods

  • KNET reversal via MyFatoorah to the original payment card — appears within 5–7 business days.
  • Bank transfer — for partial or special cases; requires an IBAN.
  • Store credit — usable on your next order, with no expiry.

Non-Refundable Situations

  • Change of mind after preparation has started.
  • Delivery-address errors caused by the customer (we may offer store credit at our discretion).
  • Fraudulent or abusive orders flagged by our checks.

Delivery Failures

If we fail to deliver within the agreed window for a reason attributable to us, you may reschedule for free or request a full refund.

Processing Timeline

  • We decide on a refund request within 24 hours of receiving it on WhatsApp.
  • A KNET reversal is issued within 1 business day of approval.
  • The amount appears in your account 5–7 business days after that.

Refund Requests

WhatsApp is the primary channel for refund requests — include your order number and the reason. You will find the WhatsApp number in the site footer.