Refund policy

Cakes & Cookies – Return and Refund Policy

All Cakes & Cookies products are freshly prepared food items, and many of our cakes and desserts are made specifically to each customer's order. For this reason, we are unable to accept returns or exchanges once an order has been prepared or delivered.

Cancellations and Changes

If you need to cancel or modify an order, please contact us as soon as possible. Whether a cancellation, modification, refund, or store credit can be accepted will depend on how far production has progressed and whether materials or custom elements have already been prepared or purchased.

Orders that have already entered production may not be eligible for cancellation or refund.

Custom and Personalised Orders

For custom cakes, customers are responsible for providing accurate information regarding names, ages, dates, colours, themes, reference images and other personalisation details.

As our cakes are handmade, reasonable variations in colour, positioning, proportions and decorative details may occur. Reference images are used as inspiration unless an exact specification has been expressly agreed upon.

Problems With Your Order

If your order arrives damaged, incorrect, or with a significant issue attributable to Cakes & Cookies, please contact us as soon as reasonably possible and provide photographs of the product and packaging.

We will review the matter and, where appropriate, may offer a replacement, partial or full refund, or store credit depending on the circumstances.

Refunds, when approved, will be returned to the original payment method where possible. Processing times may vary depending on the payment provider or bank.

This policy does not limit any rights available to customers under applicable UAE consumer protection laws.