We want you to be completely satisfied with your CakeEssentials purchase. If for any reason you are not satisfied, we will gladly accept returns of eligible items according to the policy below.

1. Timeframe for Returns

Customers have exactly 14 days from the date of delivery to request a return or exchange for eligible items. Any requests made after this 14-day window will not be accepted.

2. Condition of Items

To be eligible for a return, the item must be in acceptable condition:

Unused & Unopened: The product must be completely unused and in the same condition that you received it.
Original Packaging: Items must be returned in their original packaging with all seals, labels, and tags un-tampered.
Proof of Purchase: A valid receipt, order confirmation, or proof of purchase must accompany the return.

3. Non-Returnable Items

Due to health, safety, and hygiene standards, the following items CANNOT be returned or exchanged:

Perishable Goods: Edible items such as fondants, food colors, sprinkles, chocolates, and baking ingredients.
Custom Products: Personalized cake toppers, custom printed edible sheets, or specially ordered items.
Sale Items: Products purchased on clearance, flash sales, or marked as "Final Sale".
Gift Cards: Digital or physical gift cards are non-refundable.

4. Fees and Shipping

Please note the following regarding costs associated with your return:

Return Shipping: Customers are responsible for paying their own shipping costs for returning items, unless the return is due to our error (e.g. wrong item shipped, defective product).
Restocking Fee: A 10% restocking fee may apply to non-defective large equipment returns.
Original Shipping: Original delivery fees are non-refundable and will be deducted from your total refund amount.

5. Return Process

To initiate a return, please follow these simple steps:

Contact Support: Email us at returns@cakeessentials.lk with your Order ID and reason for return. Include photos if the item arrived damaged.
Wait for Approval: Our team will review your request within 48 hours and provide a Return Authorization Number (RMA) if approved.
Package item: Securely pack the items in protective packaging, clearly writing the RMA number on the outside.
Ship it: Send the package via a trackable courier service to our Colombo warehouse (address provided upon approval).

6. Refund Method

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

Original Payment Method: Approved refunds will be automatically processed back to your credit card, debit card, or PayHere account within 5-7 business days.
Store Credit: You may opt for immediate Store Credit (sent via email as a gift card code) instead of waiting for a bank transfer.
Late or Missing Refunds: If you haven’t received a refund after 7 days, check with your bank or credit card company, as processing times vary.