Refund policy

At Annielovescakes, we take pride in creating custom cakes that meet your expectations. Since each cake is crafted to order, our returns and refunds policy is designed to ensure clarity and fairness. Please read carefully before placing your order.

1. Pickups

Once the cake has been handed over to you at the time of pickup, the care and responsibility for transporting the cake safely to your destination is entirely yours. We recommend taking necessary precautions to ensure the cake’s safe transit.
Please note:

• We do not offer refunds for any damage caused to the cake after it has been handed over during pickup.
• It is the customer's responsibility to ensure the cake is transported properly (e.g., keeping it flat, cool, and secure in a vehicle).

2. Local Deliveries

For local deliveries, it is crucial that someone is available at the scheduled delivery time to receive the cake.

Please note:

• Once the cake is delivered by our driver, it becomes the customer’s responsibility to refrigerate or store the cake properly.
• We cannot offer refunds for any damage to the cake after it has been handed over by the delivery driver. For this reason, it is imperative that you or someone from your household is available on the delivery day to ensure the cake is properly handled after delivery.

3. Marginal Design Variations

Due to the handmade, custom nature of our cakes, slight variations in design are expected. While we aim for precision, minor discrepancies may occur between online images and the actual cake.

Examples of acceptable variations include:

• Slight colour shade differences.
• Minor adjustments in decorative elements (e.g., cherry placement, glitter accents, or font design).
• We aim for a 95% accuracy rate in our designs, allowing for a 5% margin for creative interpretation and minor adjustments. Refunds will not be provided for these marginal variations.

4. Refunds for Incorrect or Damaged Cakes

We take full responsibility for ensuring your cake design is as accurate as possible.
Refunds will only be considered under the following circumstances:

• Incorrect Design: If 95% or more of the cake design is wrong (e.g., incorrect theme, major structural errors, or missing key elements), we will offer a refund.
• Damage Before Handover: If the cake is damaged prior to handover (e.g., before you pick it up or before the delivery driver leaves your property), we will offer a full or partial refund depending on the extent of the damage.

5. Cancellation & Rescheduling Policy

Cancellations made more than 1 month (30 days) before the due date are eligible for a full refund. Cancellations less than 1 month prior will incur a 25% fee - Cancellations within 10 days of the due date will incur a 50% fee.

Rescheduling requests are subject to availability, and a rescheduling fee of $50 may apply depending on how much notice is given and how soon the new date is. This helps cover additional time, labour or ingredient costs where applicable.

6. Reporting Issues

If you believe there is a significant issue with your cake, please contact us immediately within 24 hours of receiving it. We will require clear photographs of the issue to assess whether a refund is applicable.