HAVE A CUSTOM CORPORATE ORDER? SPEAK TO US ON 0743135500
HAVE A CUSTOM CORPORATE ORDER? SPEAK TO US ON 0743135500
HAVE A CUSTOM CORPORATE ORDER? SPEAK TO US ON 0743135500
HAVE A CUSTOM CORPORATE ORDER? SPEAK TO US ON 0743135500

Refund Policy

Refund and Returns Policy Welcome to Aunty Cookie’s Cafe Online Store At Aunty Cookie’s Cafe, we take pride in delivering high-quality cakes and baked goods made with the freshest ingredients. Customer satisfaction is our priority, and we strive to ensure you have a delightful experience with every order. This policy o

Refund and Returns Policy

Welcome to Aunty Cookie’s Cafe Online Store

At Aunty Cookie’s Cafe, we take pride in delivering high-quality cakes and baked goods made with the freshest ingredients. Customer satisfaction is our priority, and we strive to ensure you have a delightful experience with every order. This policy outlines the terms regarding returns, refunds, and exchanges.

Returns, Refunds, and Exchanges

Conditions for Returns

Due to the perishable nature of our products, we accept returns only under the following conditions:

  • The wrong item was delivered.

  • The quantity delivered does not match the order.

  • There is a quality concern with the product (e.g., damaged, spoiled, or not up to expected standards).

If you experience any of the above issues, please contact us at cakes@auntycookies.com or call us at 0743135500 / 0743135430 within 24 hours of receiving your order.

Items Not Eligible for Return or Refund

We cannot accept returns under the following circumstances:

  • A change of preference (e.g., wanting a different cake or flavor after purchase).

  • A product that has been largely consumed (more than two servings).

  • Returns made more than 24 hours after collection/delivery.

  • Orders where incorrect details were provided at checkout.

  • Custom cakes (personalized designs, names, or special requests) unless there is a significant quality issue. Management will have the final decision on such cases.

How to Request a Return or Refund

If your order meets the return conditions, please email us with the following details:

  • Order Number

  • Date of Collection/Delivery

  • Reason for Return (with photos for quality concerns, if applicable)

  • Customer Name and Contact Details

Once your request is reviewed and approved, you can return the product to our Cafe HQ at 49, Thalawathugoda Road, Pitakotte. Please note that return delivery costs are non-refundable.

Refund Method

Once the returned product is inspected and approved, refunds will be processed within 4 to 5 business days. Refunds will be issued in one of the following ways:

  • Original payment method (if applicable).

  • Store credit (valid for 6 months).

  • Alternative refund methods, subject to management approval.

Shipping fees and additional service charges are non-refundable unless the return is due to an error on our part.

Damaged or Defective Items

  • If we are delivering the product, we will provide a refund or replacement if the product arrives damaged. Photographic proof is required.

  • If the customer picks up the order and damages it afterward, we will not provide a refund or replacement.

Order Cancellation Policy

Once an order is placed and payment is made, it is considered final. Cancellations are not allowed. However, in exceptional cases, management may approve a cancellation, in which case a full refund will be provided.

Shipping and Risk of Loss

  • Customers are encouraged to pick up their orders directly from our Cafe HQ at 49, Thalawathugoda Road, Pitakotte.

  • Customers can arrange their own courier via PickMe Flash or Uber Courier at their own risk.

  • Aunty Cookie’s Cafe is not responsible for any loss or damage caused by third-party delivery services. While we will try to provide support where possible, we strongly recommend customer pickup.

Product Descriptions

We strive to provide accurate descriptions and images of our products. However, variations in design, color, and size may occur due to handmade production. The actual product may differ slightly from images displayed on our website.

Policy Changes

Aunty Cookie’s Cafe reserves the right to update this policy at any time. Changes will be posted on our website and will take effect immediately upon publication.

Contact Us

For any inquiries regarding our Refund and Returns Policy, please reach out to us at cakes@auntycookies.com or call 0743135500 / 0743135430. We are here to assist you and ensure you have the best experience with Aunty Cookie’s Cafe.