Return & Cancellation Policy

Last Updated: 15 August 2026

At Cakesmith, our cakes and desserts are freshly prepared, often specifically for each order. Because our products are perishable and require advance preparation, we have specific cancellation and refund terms.

By placing an order with Cakesmith, you acknowledge and agree to the terms below.

1. Order Cancellations

If you need to cancel an order, please contact us as soon as possible.

Cancellation requests are subject to the status of your order and whether preparation has already begun.

Standard Products

For standard cakes, cupcakes, brownies, cookies and other regular menu items:

  • Orders may be cancelled at least 24 hours before the scheduled delivery date.
  • Approved cancellations may be eligible for a refund, subject to any applicable payment processing charges.
  • Cancellations made less than 24 hours before delivery may not be eligible for a refund because the order may already have entered preparation or production.

Same-Day Orders

Same-day orders generally cannot be cancelled or refunded once the order has been confirmed, as preparation may begin immediately.

2. Customised Cakes & Special Orders

Customised cakes, celebration cakes, personalised products, large orders and specially requested items are prepared specifically for each customer.

Because these products are made to order:

  • Cancellation requests must be made at least 48 hours before the scheduled delivery date, unless otherwise agreed in writing.
  • Once production or preparation has begun, the order generally cannot be cancelled or refunded.
  • Deposits or advance payments for customised orders may be non-refundable once work has commenced.

For highly customised or large-value orders, Cakesmith may provide separate cancellation terms at the time of confirmation.

3. Refunds

Where a refund is approved, the refund will normally be processed using the original payment method.

The time taken for the amount to appear in your account may depend on your bank or payment provider.

Cakesmith does not control the processing time of third-party payment providers.

4. Incorrect or Missing Items

If you receive an incorrect item or an item is missing from your order, please contact us as soon as possible after delivery.

We may request photographs and your order details so that we can investigate the issue.

Depending on the circumstances, Cakesmith may offer:

  • Replacement of the affected item
  • Store credit
  • Refund for the affected item
  • Another appropriate resolution

5. Damaged Products

We take great care when preparing and packaging our products.

If your cake or dessert arrives damaged, please contact us as soon as possible after delivery, preferably immediately upon receiving the order.

Please provide clear photographs of:

  • The product
  • The packaging
  • Any visible damage
  • Your order details

We will review the issue and determine an appropriate resolution.

Damage caused after delivery due to incorrect handling, storage, transportation or exposure to heat cannot normally be refunded or replaced.

6. Quality Concerns

Because our products are freshly made and perishable, we ask that any quality concerns be reported promptly.

If you are unhappy with an item, please contact us with your order number and photographs where applicable.

Each complaint will be reviewed individually based on the circumstances of the order.

7. Non-Delivery Due to Customer

Cakesmith is not responsible for an order that cannot be delivered because:

  • The recipient is unavailable
  • The delivery address is incorrect or incomplete
  • The recipient cannot be contacted
  • Building or location access is unavailable
  • The customer provides incorrect delivery instructions

If re-delivery is possible, an additional delivery charge may apply.

Orders that cannot be successfully delivered may not be eligible for a refund due to the perishable nature of our products.

8. Late Delivery

We work with our delivery partners to ensure orders arrive within the selected delivery window.

However, delivery times may be affected by traffic, weather, road closures, building access restrictions and other circumstances outside our control.

A delay in delivery does not automatically qualify an order for a refund.

If a significant delivery issue occurs, please contact us and we will review the situation.

9. Product Exchanges

Due to the perishable nature of our products, we generally do not offer exchanges once an order has been delivered.

If you receive an incorrect or defective product, please contact us immediately so we can assess the situation and provide an appropriate solution.

10. Refund Exceptions

Refunds may not be available for:

  • Change of mind after production has started
  • Same-day orders that have already been confirmed
  • Customised or personalised products already in production
  • Products that have been consumed or partially consumed
  • Products damaged after delivery
  • Incorrect storage or handling
  • Failure to collect or receive an order
  • Incorrect delivery information provided by the customer

This does not affect any rights you may have under applicable UAE law.

11. Promotional & Discounted Orders

Orders placed using promotional codes, discounts, vouchers or special offers may be subject to additional terms.

Where a refund is approved, the refunded amount may be calculated based on the actual amount paid after applicable discounts.

12. Contact Us

To request a cancellation, refund or report an issue with your order, please contact us:

Cakesmith
Dubai, United Arab Emirates
Email: douartmarketing@gmail.com 
Phone / WhatsApp: +971585530971

Please include your order number and relevant details so that we can assist you as quickly as possible.

13. Changes to This Policy

Cakesmith may update this Refund & Cancellation Policy from time to time.

Any changes will be published on this page with an updated “Last Updated” date.

We make every Cakesmith order with care. If something isn't right, please reach out to us — we're always happy to look into it.