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At Cakes & Cookies, every product is freshly prepared with great care and attention to detail. We take pride in ensuring that your order reaches you in perfect condition. This Exchange and Refund Policy outlines how we handle issues related to returns, exchanges, and refunds.
As our products are freshly baked and perishable, all sales are considered final. However, we understand that errors or quality issues can sometimes occur. If your order arrives damaged, incorrect, or not as expected, we will gladly review your case and work toward a suitable resolution. Requests for review must be submitted within 24 hours of delivery with supporting details and photographs of the product. Any requests received beyond this timeframe may not be eligible for review.
If your order arrives damaged, incomplete, or contains the wrong items:
• Contact us immediately at cakesandcookiesuae@gmail.com or accounts@smartsolutionsme.com. Need to add a phone number as well
• Include your order number, delivery date, and clear photos showing the issue.
• Our team will assess the case and may offer one of the following solutions:
- A replacement item.
- Store credit for the same value.
- Partial refund (if applicable and approved by management).
We reserve the right to determine the most appropriate resolution depending on the situation.
Orders may be canceled only before production or preparation has started. Once your order enters the baking or customization phase, it cannot be canceled or modified. For same-day and customized orders, cancellations are not permitted once confirmed.
Approved refunds, when applicable, will be processed to the original payment method within 7–10 business days. Refund processing times may vary depending on your bank or payment provider.
Refunds or exchanges will not be issued under the following circumstances:
• Change of mind after placing an order.
• Delay caused by third-party delivery services or external factors such as traffic, weather, or incorrect delivery details.
• Products that have been consumed, tampered with, or not stored as instructed.
• Personalised or custom-made orders that match the confirmed design.
For any concerns or feedback related to your order, please contact our team:
Cakes & Cookies
Email: accounts@smartsolutionsme.com / cakesandcookiesuae@gmail.com
Phone: +971 52 126 0218
Address: Jabal ali, warehouse SC04
Note: Each issue is handled with care and reviewed individually to ensure fairness. We aim to provide every customer with the best experience possible while maintaining high-quality standards for all our products.