1. Order Cancellation
Orders may be cancelled within 48 hours before delivery.
Once production has commenced, cancellation would no longer be possible because ingredients, materials, labour and preparation time have been committed to the order.
For custom-designed or specially prepared orders, cancellation terms may vary depending on the stage of production.
2. Refunds
A refund may be considered in the following situations:
- The wrong cake or product was supplied.
- A major part of the order was missing and cannot be provided within the required timeframe.
- The order was totally damaged before it reached the customer due to an issue attributable to Cake Station or its delivery arrangement. Once the cake is handed over to the receipent without any damage there would be not refund.
- Cake Station is unable to fulfil a confirmed order.
3. Damaged Orders
If your cake arrives damaged, please contact us before the rider lives, provide clear photographs or videos of the cake and packaging.
Depending on the circumstances, Cake Station would offer:
A replacement or full refund
The resolution will depend on the nature and extent of the damage.
4. Incorrect Orders
If you receive an item that is different from what you ordered, please contact us as soon as possible.
After verification, Cake Station would arrange for the correct item to be provided.
5. Missing Items
If an item or add-on is missing from your order, please notify us immediately.
Where possible, the missing item will be provided. If this is not possible, an appropriate refund or alternative resolution may be offered.
Customers are encouraged to check their order upon receipt.
6. Taste and Product Complaints
We take product-quality concerns seriously.
If you have a concern about the taste or quality of your order, please contact us as soon as possible and provide details of the issue.
Because taste preferences are subjective, a refund is not automatically guaranteed simply because a customer does not personally enjoy a particular flavour.
However, where there is evidence of a genuine product-quality issue, Cake Station will investigate and determine an appropriate resolution.
7. Allergies and Dietary Requirements
Customers are responsible for informing Cake Station of any known allergies or dietary requirements before placing an order.
Our products may contain or come into contact with common allergens. Customers with allergies should contact us before ordering so that we can provide available information about the relevant product.
8. Delivery Issues
Customers should provide accurate delivery details, including the recipient's name, phone number, delivery address and any relevant delivery instructions.
Cake Station will not be responsible for delays or failed deliveries caused by:
Incorrect or incomplete delivery information provided by the customer;
The recipient being unavailable;
The recipient refusing or failing to receive the order;
Inability to contact the recipient;
Circumstances outside our reasonable control.
Additional delivery charges may apply where a delivery attempt has to be repeated due to circumstances attributable to the customer or recipient.
9. Pickup Orders
Customers collecting their orders are encouraged to inspect the order before leaving the pickup location.
Once an order has been collected and leaves Cake Station's custody, Cake Station will not be responsible for damage caused by improper handling, transportation or storage by the customer.
10. Storage and Handling
Customers are responsible for following any storage and handling instructions provided with their order.
Cake Station cannot accept responsibility for deterioration, melting, damage or other issues caused by improper storage or handling after delivery or collection.
11. Refund Processing
Where a refund is approved, the refund will be processed using an appropriate payment method.
The time required for the funds to reflect may depend on the payment method and the relevant financial institution