Refund policy

At Hearts & Bells Bakery, we want every cake to reach you in excellent condition and meet your expectations. If something is wrong with your order, contact us and we will review your concern and find the right resolution.

1. Damaged or deformed cakes

If your cake arrives damaged or deformed, let us know as soon as possible and send photos or videos of the cake and its packaging.

If you choose a third-party courier, you accept the risks that come with transporting delicate products like cakes. Hearts & Bells Bakery is not automatically liable for damage or deformation that happens during third-party delivery, and refunds or replacements are not guaranteed in these cases.

2. Wrong cake or flavor

If you receive the wrong cake or flavor because of a confirmed error on our part, we will replace it or give you a full refund for that item.

3. Wrong dedication or cake design

If the dedication, decorations, or design are different from your confirmed order, we will review what happened and who is responsible. Depending on what we find, we may offer a correction, a replacement, a partial refund, or a full refund.

4. Missing cake from a delivery

We check reports of missing cakes against the order details, packing records, and delivery documents. If we confirm an item is missing, we will decide on the right resolution based on the circumstances and applicable consumer protection requirements.

5. Change of mind or cancellation

Our cakes are perishable and many are made specifically for each order, so we may not be able to refund a change of mind or a cancellation once production has started. We assess cancellation requests based on the order status and the cancellation terms given at the time of purchase, subject to applicable laws.

6. Cake size and product details

Please check the product description, dimensions, and other details before you order. We do not automatically refund a cake that matches the advertised and confirmed details.

If the cake you received does not match the stated details, contact us so we can look into it.

7. Cake quality and food safety

Your safety matters to us. If you have a concern about cake quality or food safety, contact us right away. We will investigate and decide on the right resolution, which may include a replacement or a refund.

8. Duplicate payments or overcharging

If you think you were charged twice or charged the wrong amount, contact us with your order details and proof of payment. Once we verify the difference, we will refund the duplicate or excess amount.

Refund processing time

Approved refunds are processed within 1 to 2 weeks from the date we accept your refund request.

How long it takes for the refund to show in your account depends on your payment method, bank, payment provider, or third-party delivery platform.

How to request help

Order number or receipt
Date of purchase and delivery
Description of the issue
Photos or videos, if applicable
Proof of payment, for payment concerns

Our team will review your concern, verify the details, and let you know the outcome and any approved resolution.

Thank you for choosing Hearts & Bells Bakery. We review every request fairly and in line with applicable Philippine consumer protection laws.