We are always on your side if we couldn't do what we have promised. Your money is safe with our refund policy. For more information please read the entire Refund Policy we have posted here.

Terms:

Refund Request- The request to get your money back after we start the order.

Full Refund- The entire amount you have paid when placing the order.

Partial Refund- A certain amount of the money you have paid.

To request a refund, you need contact us at kaiserfood.order@gmail.com. And you should explain to us the reason for your refund request. The refund will be made within a maximum of 5 working days once you reached us.

We only give refunds in accordance with the refund policies stated below.

Due to the tedious, handcrafted nature of our products, we are unable to provide refunds or exchanges for most custom orders

  • Once you or a designated party has picked up an order and left the premises, it is considered “accepted”.

We will ask to make sure that everything is correct such as the design, spellings etc. Refunds requested due to decorating style, writing, color shade, or general design will not be honored after leaving with your cake.

  •  All products are the responsibility of the customer once it leaves our premises.

At the delivery or pick up point the customer should check the order and accept the order accordingly. We are not responsible for any damage occurring to the cake during transport, set-up or any time thereafter. Keep in mind that cakes are very fragile and damages can happen if not handled properly – such as cracks, smudges, melted frosting, etc. Minor damages such as cake wording dislocations will not fall under the refundable area.

  • Cake flavor and texture is subjective

Full refunds requested due to flavor or texture after the cake has been accepted and picked up will not be honored. You may qualify for a partial refund if the product is brought back and the quality of the cake flavor or texture is determined to not meet our standards. Cake must be brought back to us within a timely manner, preferably within 24 hours of pick up. You are required to call or email us promptly to let us know of the issue. Please understand that we cannot issue refunds for cakes that have already been completely eaten. Any refund will not be issued to customers who do not contact us within 2 hour of pick up.

 

The following scenario is the only instance when we will provide a refund:

  • If we fail to deliver the order on the agreed date

(In this case, we do not ask any question. Your full refund will be issued automatically.)


You agree that the requirements you provide is accurate and complete. If those requirements are not complete, we will have to ask you to give us complete requirements to start the order. Then the order will remain inactive until you submit the information we request to start the order. In case the delay is caused due to this reason, it’ll not an acceptable reason for a refund.

*We do not give refunds under any other circumstances. 

 

Changes in Orders

We will always try to be as accommodating as possible. For custom orders, we accept changes (flavors, filling and some designs) for your order with 3 days’ notice before delivery or pick up date. However if we have already started production on your order, you may only be allow a partial refund.

Order cancellations

For custom orders we accept free cancellations only up to 5 days before your pick up date or delivery and there will be no refunds applicable for cancellations made afterwards. We strictly cannot accept cancellations on last minute orders placed with less than 48 hours. We reserve the right to charge a cancellation fee if insufficient time is given, as stated above, due to cost incurred in the purchase, preparation and prioritization of the order.

If the balance payment is not paid in full 4 working days prior to the pick up or delivery date, the order will get void/ cancelled. It is entirely up to Kaiser Food Product’s discretion to change or otherwise offer any other options to the customer.

General Terms

We'll consider the order status in this case to issue a full refund. If we found that someone tries to cheat us, a refund request will not approve. If we have decided to not refund, you will be informed about the reasons for that decision.

Exchanges

We do not accept requests to Exchange service to another service.


Refunds

We would notify you whether the refund request gets approved or not. If approved, you'll be automatically refunded on your original payment method. Please remember it can take some time for your Bank or Credit Card Company to process and post the refund.

Last updated: 22nd February 2022