Refund and Return policy

Refund and Return Policy

Effective Date: Updated 11th July 2025

At Instant Cakes Bakery, customer satisfaction is our top priority. We bake with love and strive to deliver quality cakes on time. However, we understand that issues can occasionally arise. This policy outlines how refunds, returns, and complaints are handled.

1. Eligibility for Refunds

You may be eligible for a refund under the following conditions:

  • Wrong Item Delivered: If you receive the wrong cake or product, please contact us within 1 hour of delivery with a photo of the item received.
  • Damaged Product: If your cake is significantly damaged during transit, please notify us immediately upon receipt and share a clear photo.
  • Failed Delivery: If we are unable to deliver due to our own logistical failure, we will issue a full refund or reschedule the delivery at your convenience.

2. Non-Refundable Situations

  • Incorrect Delivery Information: No refund will be issued if the order cannot be delivered due to an incorrect address or phone number provided by the customer.
  • Unattended Delivery Location: If no one is available to receive the order and communication attempts fail, the delivery will be considered complete.
  • Change of Mind: Orders canceled less than 24 hours before scheduled delivery or after processing are not eligible for a refund.
  • Design Differences: Slight variations in color, design, or size may occur due to handmade nature and are not grounds for refund.

3. How to Request a Refund

To request a refund:

  • Email us at refund@instantcakes.co.ke within 1 hour of delivery.
  • Include your order number, description of the issue, and clear photos (if applicable).
  • We aim to respond within 1 business day.

4. Refund Processing

  • Approved refunds will be processed via the original payment method (e.g., M-Pesa, card).
  • It may take 2–5 business days for the funds to reflect depending on your provider.

5. Return Policy

Due to the perishable nature of cakes and baked goods, we do not accept physical returns.

If your concern is valid and verified (e.g., wrong or damaged item), we may:

  • Offer a replacement at no extra cost, or
  • Process a full/partial refund, depending on the situation.

6. Dispute Resolution

If you are dissatisfied with how your issue was handled, please contact our team directly for further resolution. We are committed to fairness and maintaining your trust.

Contact Us

Instant Cakes Bakery
Muindi Mbingu Street, Nairobi, Kenya
📧 Email: refund@instantcakes.co.ke

Shopping Cart