Refund and Returns Policy - Fancy Cheesecakes

Return Policy

Because our cheesecakes are freshly made, hand-delivered, and perishable, we can only accept returns under limited circumstances.

Eligible Returns

We will replace or issue store credit if:

You received the wrong item,
The order was damaged on delivery, or
The product was defective when delivered.

Contact us within 24 hours of receiving your order, quoting your order number and including clear photos of the issue. We’ll assess your claim promptly and offer either a replacement or store credit where appropriate.

Exclusions

Returns for change of mind or taste preference cannot be accepted.
Once products have left our care, correct handling and refrigeration are the customer’s responsibility.
If you are unavailable at the time of delivery and no safe handover has been arranged, the order may be returned and rescheduled for the next delivery cycle at your expense.

Delivery Coverage

We currently deliver only within our covered delivery area.
Orders must be confirmed and paid by Wednesday for Friday delivery.
Deliveries take place once per week; no alternative days or times are available.

A designated free pickup point may be available within the covered delivery area.
Details of covered delivery areas and pickup options are provided on our Delivery Info section of the home page.

Refund Policy

Refunds may be approved in the following situations:

The order was incorrect, damaged, or defective upon delivery.
The order was cancelled before preparation began (no later than Wednesday prior to delivery).

Approved refunds will be processed via the original payment method within 5–10 business days of confirmation.

Non-Refundable Situations

Mishandling or improper storage after delivery (e.g., left unrefrigerated or exposed to heat).
Orders already prepared or delivered.
Quality or taste complaints where the order was correct and stored properly.
Delays caused by factors beyond our control (traffic, weather, load-shedding, or courier disruptions).