Refund policy
Return & Refund Policy
At Velvet Lane Cakes & Café, we take great care in preparing each order fresh and specifically for you. Because of the perishable and custom nature of our products, all sales made through our online shop are subject to the following return and refund policy.
Online Shop Orders Only
This Return & Refund Policy applies to online shop orders only.
This policy does not apply to:
• Wedding cake orders
• Custom cake orders
• Specialty event orders
• Any orders placed through direct consultation, email, or custom invoicing
These orders are subject to their own separate terms and conditions provided at the time of booking.
Order Cancellations
Orders must be canceled with a minimum of 3 full business days' notice prior to the scheduled pickup or delivery date.
Cancellation requests must be submitted in writing and must be acknowledged and confirmed by our team to be considered valid. Email: info@velvetlanecakes.com
If a cancellation request is sent without receiving confirmation from our team, the order will remain active.
Cancellations made with less than 3 full business days' notice are non-refundable.
Pickup Orders
It is the customer’s responsibility to arrive during the scheduled pickup window.
If you fail to collect your order during the agreed pickup time, no refund will be issued.
We are not responsible for missed pickups due to scheduling misunderstandings, late arrivals, or failure to attend.
Delivery Orders
It is the customer’s responsibility to ensure someone is available to receive the order during the selected delivery window.
If no one is available to accept the delivery, or access cannot be provided, no refund will be issued.
Delivery fees are non-refundable once dispatch has been scheduled.
Flavour Preference & Product Satisfaction
We do not offer refunds based on personal taste preferences, including flavour selection.
It is the customer’s responsibility to review flavour options before placing an order.
We encourage customers to do their due diligence before ordering:
• Cupcakes are available daily in our café for flavour testing
• Tasting boxes may be arranged upon request for additional flavour sampling
Refunds will not be issued because you did not personally enjoy the flavour selected.
Product Quality Concerns
If there is a genuine issue regarding the quality of your order, it must be reported on the same day as pickup or delivery, with clear photos and order details provided for review.
We reserve the right to assess each concern individually and determine an appropriate resolution where applicable.
Final Sale
Due to the perishable nature of our products, all orders are considered final sale unless otherwise stated under this policy.
By placing an order through our online shop, you acknowledge and accept these terms.