We take pride in ensuring our cakes are delivered fresh and as expected. However, if there are issues with your order, please read our policy below for returns and refunds.
1. Returns and Refunds for Non-Perishable Items
For non-perishable items like merchandise or other non-food products, our return policy allows for returns within 30 days of receipt. To be eligible for a refund, the item must be returned due to a defect. You may be asked to provide photo evidence of the defect in order to qualify for a refund.
2. Refunds and Returns for Perishable Goods
Given the perishable nature of cakes and other baked goods, we cannot accept returns once the item has been delivered and accepted. However, if you are dissatisfied with the quality of the product for any reason (e.g., it is damaged, defective, or incorrect), we will do our best to resolve the issue. If the product is defective, we may resolve the issue by replacing the item, or offer you a refund under the following conditions:
2.1 Quality Issues on Delivery: If your cake is damaged, defective, or incorrect upon delivery by our trusted courier service, please contact us within 24 hours of receiving the item to report the issue. We may request a photo of the cake to evaluate the situation and ensure prompt assistance. Deliveries coordinated by the customer are not eligible for a refund upon receipt.
2.2 Eligibility for Refund or Replacement: In line with the Consumer Protection Act 68 of 2008 (the “Consumer Protection Act”), if a product fails to meet quality standards upon delivery due to a defect or error on our part, you may be eligible for a replacement or refund. Please note that this applies only to defects that are present at the time of delivery, not issues resulting from improper handling or storage after delivery (please refer to our Cake Care Guide and Terms of Service for further information).
2.3 Changing your mind: Refunds where the pickup / delivery date is more than 5 business days away: Should you place an order and wish to cancel; you may be eligible for a refund if the pickup/ delivery date is more than 5 business days away. Please note an administrative fee will be deducted from the refund amount. If a refund is approved, you’ll be automatically refunded to your original payment method within 10 business days. Please note that it can take some time for your bank or credit card provider to process and post the refund.
3. Damages and issues
Please inspect your cake upon delivery. If you notice any issues, such as the item being defective, damaged, or incorrect, contact us within 24 hours, so that we can evaluate the issue and resolve the issue accordingly. As per the Consumer Protection Act, perishable goods cannot be returned once accepted unless they fail to meet the promised quality standards upon delivery.
4. Returns
Due to health and safety regulations, we cannot accept returns for perishable goods, such as cakes and other baked items, once they have been delivered and accepted. However, please reach out to us if there are quality concerns with your specific item upon delivery. Non-returnable items include:
• Perishable goods (e.g. cakes, baked items, other food products)
• Custom products (e.g. special orders or personalised cakes)
• Hazardous materials (e.g. items not applicable here, but listed for clarity)
If you have any questions or concerns about your item, please get in touch with us at info@bbcakes.capetown.
5. Dissatisfaction
Due to the detailed and custom nature of our work, refunds may not be provided for dissatisfaction related to design or colour of custom orders, including designs inspired by previous BBCAKES CPT creations. Additionally, icing colours may not always match reference images exactly, as these serve as guides and may not be fully replicable.
For questions regarding returns or refunds, please contact us at info@bbcakes.capetown or (+27) 77 437 8989. We will respond to your inquiries promptly.
6. Exchanges
Due to the perishable nature of our cakes, exchanges are not applicable. Please contact us immediately if there’s an issue with the product upon delivery. For non-perishable items, please follow the standard 30-day return process outlined above.
7. Cooling off period for direct marketing (non-perishables only)
If a product is purchased through direct marketing (for example, a promotion where we contacted you directly to make a purchase), you have a five-day cooling-off period. This means you have the right to cancel the order within five days of receiving the item. However, this right is limited in the case of perishable goods due to their nature. This cooling-off period applies only to non-perishable products. This cooling-off period does not apply to cakes or other perishable items.
8. Refunds
We will notify you once we’ve received and reviewed your refund request. If a refund is approved (due to a defect, damage upon delivery, or other eligible reason), you’ll be automatically refunded to your original payment method within 10 business days. Please note that it can take some time for your bank or credit card provider to process and post the refund.
If more than 15 business days have passed since we’ve approved your return or refund, please contact us at info@bbcakes.capetown , and we will try and resolve the issue.
Last updated: 18 January 2025