Everything we make is baked fresh to order and is perishable, so our cancellation and refund rules are different from those of a shop selling packaged goods. We want every order to be right, and if something goes wrong, we will work with you fairly. This policy forms part of our Terms & Conditions.
1. Cancelling an order
These rules apply to our standard menu items. Custom and special orders are covered in section 2.
- Full refund: if you cancel at least [48] hours before your scheduled delivery or pickup time, we refund any advance in full.
- Short-notice orders: if you placed your order with less notice than that, you may cancel for a full refund within [1] hour of our confirmation on WhatsApp, as long as baking has not begun.
- Late cancellation: if you cancel between [48] and [24] hours before, we refund [50%] of the advance, or you can choose to keep the full amount as credit for a future order.
- No cancellation: less than [24] hours before, or at any time once baking has begun, orders cannot be cancelled or refunded.
To cancel, please message us on WhatsApp in the same chat as your order. The time of your message is the time of cancellation. If you call us, please follow up with a WhatsApp message.
2. Custom and special orders
Custom cakes, themed designs, printed or personalised toppers, and large, bulk or festive orders need special ingredients and decorations bought just for you. Once we have bought these, or started preparing your order, it cannot be cancelled. In that case we may, at our discretion, refund the advance minus the costs we have already incurred. Edible prints and personalised toppers cannot be refunded once made.
3. Changing an order
If you need to change the date, time, address, flavour or design, tell us at least [24] hours before your delivery or pickup time. We will do our best, but changes depend on availability and may change the price. We cannot make changes once baking has begun.
4. Returns
Because our products are perishable food, we cannot accept returns once an order has been delivered or collected. This does not affect your right to report a quality issue as described below.
5. If something is not right
Please check your order as soon as you receive it. If something is wrong, send us clear photos on WhatsApp within [2] hours of delivery or pickup.
What to send us
- The name and date of the order.
- Clear photos (and a short video if you can) of the product and its packaging.
- A short description of the problem.
Please keep the product and packaging until we have reviewed your report.
What we can help with
Wrong items or flavours, missing items, damage before handover, and genuine quality problems.
What is not covered
- Differences in personal taste.
- Small variations in colour, shape or decoration that are normal for handmade products, as explained in our Terms & Conditions.
- Damage after handover, for example while being carried, or from heat or incorrect storage.
- Products that have been mostly eaten.
- Issues reported after the [2] hour window, or without photos.
- Reactions to allergens described in our Allergen Notice that were not mentioned to us before ordering.
How we put it right
After reviewing your report, we will offer a fair remedy at our discretion. This may be a replacement (where time allows), a partial refund, a full refund, or credit towards a future order.
6. Delivery problems
- Delivery times are estimates. Delays caused by traffic, weather or other things outside our control are not grounds for a refund, but if we are significantly late through our own fault, we will agree a fair remedy with you.
- If delivery fails because the address is wrong or incomplete, the phone number cannot be reached, nobody is available to receive the order, or it is refused, the order is not refundable. We may re-deliver for an extra charge or hold the order for pickup the same day.
- Pickup orders that are not collected on the agreed day are not refundable.
7. If we need to cancel
In rare cases, such as illness, equipment failure, an ingredient becoming unavailable or events beyond our control, we may have to cancel an order. We will tell you as early as possible and give you a full refund of any amount paid or, if you prefer, a new date.
8. How refunds are paid
- Approved refunds are made to the original payment method within [5–7] working days. Cash payments are refunded by UPI or in cash, as agreed with you.
- Your bank or UPI app may take a little longer to show the refund.
- Delivery charges are refunded only if delivery failed because of our error.
- Credit for a future order is valid for [3] months from the date it is issued.
9. Contact us
For cancellations and quality issues, WhatsApp is quickest: message us on WhatsApp. You can also email info@magdalenebakers.com or call +91 84958 00343. See our Contact page for more ways to reach us.