Refund and Returns or Cancellation Policy

Refund, Returns & Cancellation Policy

At Cloud Cake & Foods, customer satisfaction is our top priority. We take great care in preparing and delivering fresh, high-quality products. Please read our policy below to understand how we handle refunds, returns, and cancellations.

1. Return & Exchange Policy (7 Working Days)

• If you receive a product that is damaged, incorrect, or not up to the expected quality, please contact us within 24 hours of receiving your order.

• You must provide clear images and/or videos of the product as evidence, taken immediately upon delivery.

• If the issue is verified by our team, you may return the product, and we will either exchange it or offer a refund, based on the situation.

2. Refund Policy (7 Working Days)

• Refunds are processed only after the issue has been verified and resolved by our support team.

• Refunds will be made via bank transfer or bKash, depending on the payment method used during the order.

• Please allow a few business days for the refund to reflect in your account after approval.

• No refund will be issued for:

  • Cakes & Customized Cakes once confirmed and processed.

  • Bulk orders or special items prepared on advance confirmation (such as catering or frozen items), unless there is a verifiable issue from our side.

3. Order Cancellation

• Orders can be cancelled if:

  • We fail to deliver within the promised time due to unforeseen delivery delays or stock shortages.

  • The customer cancels before production begins or before 24 hours of the delivery time (where applicable).

• Orders involving customized cakes or catering menus must be cancelled at least 72 hours in advance to be eligible for any refund (if applicable).

4. Customized & Bulk Orders

• Items such as foreign and traditional catering menus, custom cakes, and large quantity items must be ordered at least 3 to 4 days in advance.

• Advance payment is mandatory for these items and will be refunded only in cases of valid issues or non-fulfillment from our side.

• Once production or preparation has begun, cancellation and refund requests will not be accepted.

5. Contact Information

For any refund, return, or cancellation request, please reach out to our support team:

📞 Phone: +8801332502481
📧 Email: hello@cloudcake.com.bd
📍 Address: Ramzannessa Market(Lift 03), Mirpur 12, Dhaka, Bangladesh, 1216

📸 Please include images/videos with your complaint for quicker resolution.

*Cloud Cake & Foods reserves the right to update or modify this policy at any time without prior notice*
We appreciate your understanding and thank you for choosing us.