Cancellation & Refund Policy

Plans change sometimes — here's how cancellations, refunds and replacements work at Shuchi Bakery.

How to cancel an order

If you need to cancel or change an order, please reach out to us through our contact page or WhatsApp as soon as possible. The earlier you let us know, the easier it is for us to help — ideally before your order enters preparation.

Cancellation windows

Orders cancelled before preparation begins can usually be cancelled free of charge. Once a custom or perishable item has entered production, cancellation may no longer be possible, or may involve a charge to cover ingredients and work already completed — we'll always be upfront with you about where your order stands before confirming a cancellation.

Refunds

We don't currently have an online payment gateway live, so orders are settled via cash on delivery or manual payment methods. Where a prepaid or manual payment has been made and a refund is due, we process it back to the original payment method within a reasonable number of business days of the refund being agreed.

Damaged or incorrect orders

If your order arrives damaged, incorrect, or not as described, please let us know the same day, along with a photo of the item, so we can look into it quickly. Depending on the situation, we'll offer a resolution, replacement or refund at our discretion.

Custom cake requests

Quotes given for custom cake enquiries are non-binding until you confirm the order. Once a custom cake order is confirmed and production has started, the same production-based cancellation guidance above applies — cancellation may not be possible, or may carry a charge, depending on how far along the work is.