Returns & Refunds Policy

At Papillon Cake, every order is handcrafted with care and prepared specifically for you. Because of the bespoke and perishable nature of our products, we have established the following policy to ensure clarity and fairness for all our customers.

1. Refund Eligibility

Refunds are processed within the same timeframe as the original payment method used at checkout. Approved refunds will be returned to your original payment method.

Refunds may be considered in the following circumstances:

• The order was cancelled with sufficient advance notice (see Cancellation Policy below).
• A verified quality issue with the product was reported immediately upon delivery.
• The wrong product was delivered.

Refunds will not be issued for:

• Change of mind after the order has been confirmed and production has begun.
• Differences in colour shade, minor decorating style variations, or general design interpretation — as all cakes are handcrafted and slight variations are inherent to the process.
• Damage to the cake or its design that occurs after delivery has been completed and accepted.

2. Design Approval & Delivery Acceptance

We strongly recommend that all customers review and approve the cake design before placing their final order. If you are not satisfied with the proposed design prior to production, please inform us immediately so we can make adjustments.

Once the cake has been delivered and accepted by you or a designated recipient, Papillon Cake holds no responsibility for any damage to the design or presentation that occurs thereafter. Please inspect your cake upon receipt.

Important: If you choose not to accept the order at the point of delivery due to a design dispute, a deduction of 10% of the total original order amount will be applied before any refund is processed.

3. Cake Care & Storage Instructions

To preserve the quality, design, and freshness of your cake after delivery, please follow these guidelines:

• Store your cake in a cool room or refrigerator at a temperature below 25°C (77°F).
• Avoid leaving the cake in direct sunlight or in a warm environment for extended periods.
• For best results, refrigerate immediately and remove from the fridge 20–30 minutes before serving.

Papillon Cake is not responsible for any deterioration in design or quality resulting from improper storage conditions after delivery.

4. Cancellation Policy

If you need to cancel or postpone your order, please notify us as early as possible:

• Cancellations made with at least 72 hours (3 days) notice prior to the delivery or collection date will be eligible for a refund, subject to a 10% administrative deduction from the total order amount.
• Cancellations made with less than 72 hours notice may not be eligible for a refund, as production will likely have already commenced.
• Postponements requested with at least 72 hours notice will be accommodated subject to availability, at no additional charge.

5. Factory & Self-Pickup Orders

For orders collected directly from our factory or any of our outlets, Papillon Cake holds no responsibility for any damage that occurs to the product after it leaves our premises. Please ensure you have appropriate transportation and packaging to safely carry your order.

6. How to Request a Refund

To initiate a refund or raise a concern, please contact us within 24 hours of receiving your order:

• WhatsApp: +971 4 268 3999
• Phone: 04 268 3999
• Email or Contact Form: papilloncake.com/contact

Please have your order number, photos of the product, and a brief description of the issue ready when you reach out.

 

This policy was last updated in June 2026. Papillon Cake reserves the right to update this policy at any time. The most current version will always be available on our website at papilloncake.com/support/refund-policy/