RETURNS

Please note that we do not accept returns once your order has been collected or delivered. If there are errors or discrepancies in your order, please notify us at collection or delivery point. We will make every effort to correct the issue promptly.

REFUNDS

1. For the purposes of calculating any cancellation, refund or credit entitlement under these Terms and Conditions, the delivery/pickup date will be deemed to commence at 9:00 AM on the scheduled delivery/pickup date, regardless of the customer’s allocated delivery/pickup time window or actual delivery/pickup time.
2. Any order cancellations must be informed via email (inquiries@cakesbyeela.com) by providing the order number located on top of the order confirmation email.
3. Online store cake & cupcake orders (excluding wedding/two-tier/three-tier cakes):
   a. Full refund if cancelled 72 hours prior to delivery/pickup date.
   b. Credit note (valid for 12 months) if cancelled within 72 hours but more than 24 hours prior to the delivery date.
   c. No refund if cancelled within 24 hours prior to delivery date.
   d. If the order has been placed within 72 hours of delivery date, any cancellations needs to be actioned within 1 hour from the time of placing the order.
   e. Once this 1-hour window has passed, the order is considered in production, and no cancellations, refunds, or credits will be provided.
   f. If production, baking, or decorating has commenced (including for last-minute or rushed orders), the order cannot be cancelled under any circumstances.
4. Wedding/two-tier cakes:
   a. Full refund if cancelled 7 business days prior to delivery/pickup date.
   b. 50% refund if cancelled within 7 business days but more than 72 hours prior to the delivery/pickup date.
   c. Credit note (valid for 12 months) if cancelled within 72 hours but more than 48 hours prior to the delivery/pickup date.
   d. No refund if cancelled within 48 hours prior to delivery/pickup date.
5. Custom cakes:
   a. Full refund if cancelled 7 business days prior to delivery/pickup date
   b. 50% refund if cancelled within 7 business days but more than 72 hours prior to the delivery/pickup date.
   c. No refund if cancelled within 72hrs prior to delivery/pickup date.
6. Custom toppers:
   a. Full refund if cancelled 72 hours prior to delivery/pickup date.
   b. No refund if cancelled within 72 hours prior to the delivery/pickup date due to supplier production schedules.

Note: When a refund has been processed, it may take between 5-10 business days for the money to successfully return into your account.