Effective Date: [DD Month YYYY] Last Updated: [DD Month YYYY]
At Kai Delivered, we take pride in the quality and freshness of our cakes, chocolates, platters, and family packages. Because our products are perishable food items, our return and refund process differs from typical retail goods. Please read this policy carefully before placing your order.
1. Nature of Our Products
Due to the perishable nature of food items, we do not accept returns for change of mind, incorrect selection by the customer, or general dissatisfaction with taste/preference, once an order has been delivered or collected, except as outlined below.
2. Eligible Situations for Refund, Replacement, or Credit
We will offer a replacement, store credit, or refund (at our discretion) if:
- Damaged in transit: Your order arrives visibly damaged or in poor condition due to mishandling during delivery.
- Incorrect item: You received a different product than what you ordered.
- Missing items: Part of your order was missing upon delivery.
- Quality issue: The product was spoiled, stale, or not fit for consumption at the time of delivery (not due to improper storage after delivery).
- Order not delivered: Your order was not delivered within a reasonable time of the confirmed delivery window through no fault of your own (e.g., incorrect address provided by you), and no resolution was offered.
3. Reporting a Problem
To be eligible for a resolution, you must:
- Contact us within [X hours, e.g., 24 hours] of delivery/collection, at [email] or [phone number].
- Provide your order number, and clear photos of the product (and packaging, if damaged) showing the issue.
- Allow us to investigate the issue, which may include coordinating with our delivery partner.
Claims made after the reporting window, or without sufficient evidence, may not be eligible for a refund or replacement.
4. Resolution Options
Depending on the nature of the issue, we may offer:
- A replacement of the affected item(s), subject to availability and scheduling.
- A store credit valid for future purchases.
- A partial or full refund to your original payment method, processed within [X business days] of approval.
We reserve the right to determine the appropriate resolution on a case-by-case basis.
5. Order Cancellations
- Orders may be cancelled or amended free of charge if requested at least [X hours/days] before the scheduled delivery or collection time, by contacting us directly.
- Cancellations made after this window (including for custom/made-to-order cakes) may not be eligible for a refund, as ingredients and preparation may already be underway.
- Custom or personalized cakes (with custom designs, messages, or specifications) are non-refundable once production has started, except in cases covered under Section 2.
6. Allergen and Dietary Concerns
- Please review product descriptions and allergen information carefully, or contact us at [email/phone] before ordering if you have specific dietary requirements or allergies.
- We are not able to offer refunds for allergic reactions where allergen information was clearly stated on the product listing prior to purchase.
7. Delivery Address Errors
We are not responsible for orders delivered to an incorrect address if that address was provided incorrectly by the customer at checkout. Refunds or replacements will not be issued in such cases, though we will make reasonable efforts to assist in recovering the order where possible.
8. Failed Delivery Attempts
If our delivery partner is unable to reach you or complete delivery due to an incorrect address, unavailability of the recipient, or refusal of delivery, additional delivery charges may apply for re-attempted delivery. This is not treated as an eligible refund situation under Section 2.
9. How Refunds Are Processed
Approved refunds will be issued to the original payment method used at checkout via [Payment gateway name], typically within [X business days]. Processing times may vary depending on your bank or payment provider.
10. Contact Us
For any issue with your order, please reach out as soon as possible so we can make it right:
[Company Legal Name] Email: [email] Phone: [phone number] Available: [customer service hours, e.g., 9 AM – 7 PM daily]
