Refund Policy

Last Updated: August 18, 2025

At Happy Cakes Ventures (kidscakes.co.ke), we are passionate about creating delicious and beautiful cakes that bring joy to your celebrations. Your satisfaction is our top priority. Due to the custom and perishable nature of our products, we have a specific policy regarding returns, cancellations, and refunds. Please read it carefully.

1. Order Cancellations

If you need to cancel your order, please contact us as soon as possible. Our refund policy for cancellations is based on the time of cancellation before your scheduled delivery date:

  • More than 72 hours’ notice: You will receive a full refund to your original payment method.
  • Between 48 and 72 hours’ notice: You will receive a 50% refund. This is because our team will have already started sourcing ingredients and planning the design for your custom cake.
  • Less than 48 hours’ notice: We are unable to offer a refund. At this point, your cake is already in production, and we cannot recover the costs of ingredients, labour, and allocated time.

How to Cancel: To cancel an order, please call us directly at [Your Phone Number] and follow up with an email to [Your Email Address], including your order number.

2. Issues Upon Delivery: The Importance of Inspection

This is the most critical step. Upon arrival, we ask you to inspect your cake with our delivery driver present. This is your opportunity to ensure everything is correct and in perfect condition.

  • If you are satisfied: You (or the person receiving the cake) will be asked to confirm its acceptance. Once the cake is accepted, the responsibility for its care passes to you.
  • If you are NOT satisfied: Please follow the steps below.

3. Damages, Incorrect Orders, or Dissatisfaction

If you find an issue with your cake upon delivery, please follow this procedure:

  1. Do Not Accept the Cake: Do not take possession of the order from our delivery team. Once a cake is accepted, we cannot issue a refund.
  2. Contact Us Immediately: Call us at 0701104135 while the delivery team is still there.
  3. Provide Details: Explain the issue clearly. Was the cake damaged during transit? Is it the wrong design, flavour, or size?
  4. Take Photos: If possible, take clear photos of the issue to help us understand the problem.

Resolutions for Issues Identified at Delivery:

  • Major Damage in Transit: If our delivery team has caused significant damage to your cake, we will offer redo the order or work with you to provide a replacement cake as soon as possible – if this option fail we will do a refund.
  • Incorrect Order: If we have made a major error (e.g., completely wrong flavour, wrong name spelling, or a design that is fundamentally different from what was ordered), we will offer a resolution, which may include a significant partial refund, a full refund, or a future store credit.
  • Minor Design Discrepancies: Our cakes are works of art, and slight variations in colour or design may occur. We do not offer refunds for minor creative differences that are consistent with the overall order.

4. When We Cannot Offer a Refund

We are unable to issue a refund in the following situations:

  • The order is cancelled with less than 48 hours’ notice.
  • An issue is reported after the cake has been accepted upon delivery.
  • The cake was damaged after it was accepted (e.g., during transport by the customer, improper storage).
  • The customer provided incorrect details for the order (e.g., wrong spelling, wrong date).
  • The recipient was not available at the delivery address during the agreed-upon time, resulting in a missed delivery.
  • The customer simply did not like the taste of the cake.

5. How Refunds Are Processed

Approved refunds will be processed within 5 business days and will be credited back to the original method of payment (e.g., M-PESA, credit/debit card).

Questions?

We want to make your celebration perfect. If you have any questions or concerns about our Return and Refund Policy, please don’t hesitate to contact us.

Happy Cakes Ventures

Email: orders@happycakes.co.ke

Phone: +254701104135 | 0793544431

Kingsway House Centre, Nairobi, Kenya

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