Refund and Returns Policy

1. Returns

Because our cakes are perishable food items, we do not accept returns once a cake has been collected or delivered.
For hygiene, safety, and quality control, no cake may be brought back to the bakery after leaving the premises.

2. Inspection at Collection

Customers must inspect and approve their cake at the time of collection.

By accepting the cake and leaving the bakery, the customer confirms that:

  • The correct cake was received

  • The size matches what was ordered

  • The design reflects what was agreed upon

  • The cake is in good condition

After collection, no refund will be issued under any circumstances.

3. Refund Eligibility

A refund will only be considered when:

  1. Aly’s Bakery has provided the wrong cake,
  2. The design is completely different from the agreed order (allowing for normal artistic variation),
  3. The customer immediately rejects the cake at the bakery,
  4. And the cake is left behind in its original, untouched condition.

If rejected on the spot and the cake is left behind, the customer qualifies for:
➡️ 80% refund, issued via EFT within 24 hours.

4. Non-Refundable Situations

Refunds will NOT be given for:

  • Customer assumptions about cake size or height

  • Change of mind after collection

  • Complaints made only after leaving with the cake

  • Returning a cake hours or days later

  • Cakes that have been cut, eaten, stored incorrectly, or tampered with

  • Cakes damaged by customer transport, heat exposure, or improper handling

  • Disputes based on personal expectations vs what was actually ordered

  • Any cake that was collected, accepted, and later disputed

Once the cake leaves our premises, the sale is final.

5. Delivery & E-Hailing Services (MrD, Uber, Bolt, etc.)

When using delivery or third-party drivers:

  • Aly’s Bakery cannot accept liability for damage caused during transport

  • Delivery acceptance equals final acceptance

  • Cakes returned after 5 hours or more are automatically not eligible for refund

No refund will be issued if the returned cake is:

  • Smashed

  • Melted

  • Damaged

  • Tampered with

  • In dirty, ripped, or opened boxes

  • Not in original condition

6. Complaints

  • All complaints must be reported within 24 hours of collection/delivery

  • Clear photos must be provided

  • Refunds are only considered when Aly’s Bakery is genuinely at fault

  • If approved, refunds are processed via EFT within 24 – 48 hours

  • No cash refunds are provided

7. Deposits & Cancellations

  • All deposits remain non-refundable

  • Cancellations made less than 72 hours before collection are not eligible for refund

8. Size, Design & Inspiration Pictures

  • Inspiration photos are treated as references only; exact replication is not guaranteed

  • Customers must confirm cake size before ordering

  • Aly’s Bakery is not responsible for mistaken customer assumptions about size or appearance

By placing an order with Aly’s Bakery, you agree to the full Refund & Returns Policy above.