Refund Policy

This Refund Policy explains how refund and cancellation decisions may work on CakeNest for standard bakery orders, custom cake requests, and other marketplace transactions.

CakeNest is a marketplace platform. Refund decisions may involve the independent seller, the payment processor, and CakeNest support based on order records, timing, platform rules, and available evidence.

For regular bakery items, refund eligibility may depend on whether the order has already been accepted, prepared, completed, picked up, or delivered. If preparation has not started, cancellation may be possible. Once food preparation begins, refunds may be limited or unavailable.

Custom cake orders often require design planning, communication, ingredient purchasing, scheduling, and preparation time. Because of that, custom orders may be non-refundable once the seller has accepted the request, started planning or design work, purchased materials, or begun preparation, unless otherwise required by law.

If a seller cancels an order or cannot fulfill it, the buyer may be eligible for a full refund or another resolution depending on payment status and platform processing.

If an order arrives damaged, incomplete, incorrect, or materially different from what was agreed, buyers should contact support as soon as possible with order details and, when available, photo evidence. CakeNest may review the issue with the seller before determining the appropriate outcome.

If a buyer believes an item was spoiled, unsafe, contaminated, caused illness, or involved an allergy-related issue, the buyer should stop consuming the item, seek medical assistance if appropriate, and contact CakeNest support as soon as possible. CakeNest may request details, photos, packaging information, ingredient information, order records, and other supporting evidence to review the matter.

Refund outcomes for delivery issues may depend on the cause of the problem, the accuracy of the buyer's address, delivery timing, communication attempts, weather, seller documentation, and whether the item was still fit for pickup or redelivery.

If a buyer fails to pick up an order within the required time or is unavailable for delivery after reasonable efforts, the order may be treated as completed and may not be refundable.

CakeNest may review order records, support messages, timestamps, listing details, seller fulfillment details, refund history, and supporting evidence when evaluating disputes or refund requests. Providing clear information quickly improves the review process.

Approved refunds may take several business days to appear depending on the payment processor, card issuer, bank, or original payment method.

CakeNest may determine, deny, limit, or facilitate refunds or credits in its reasonable discretion, subject to applicable law, payment processor rules, and marketplace safety considerations.

For refund or cancellation questions, buyers should contact CakeNest support through the app as soon as possible and include the relevant order or custom request details.