Return & Exchange Policy

CakeTouch BD — Make Every Moment Special.

Effective Date: 28 August 2026
Website: https://caketouchbd.com///
Email: info@caketouchbd.com
Phone: +88013015xxxxx
WhatsApp: +88013015xxxxx
Address: Dhaka, Bangladesh

1. Introduction

At CakeTouch BD, we strive to provide fresh cakes, customized cakes, gifts, combos, and celebration products with care and attention to detail.

This Return & Exchange Policy explains the conditions under which customers may request a return, replacement, exchange, or other appropriate resolution for an order purchased through our website.

Because our products include perishable food items and made-to-order products, return and exchange eligibility depends on the type of product and the circumstances of the issue.

2. Eligibility for Returns and Exchanges

Customers may contact us for a return, exchange, replacement, or other appropriate resolution if:

The delivered product is different from the confirmed order.
The product arrives damaged due to a delivery or handling issue attributable to CakeTouch BD or its delivery arrangements.
An item is missing from the order.
The product has a significant quality issue that existed at the time of delivery.
A non-perishable item is defective or materially different from its confirmed description.
Another situation arises in which a remedy is required under applicable law.

Every request will be reviewed individually based on the product type, order details, evidence provided, and circumstances of the complaint.

3. Perishable Products and Cakes

Cakes and other perishable food products require special handling and storage. For food safety and hygiene reasons, we generally do not accept returns of correctly delivered cakes or other perishable products simply because a customer changes their mind or no longer wants the item.

However, this does not prevent customers from requesting an appropriate remedy when a product is incorrect, damaged, defective, or affected by a significant quality issue.

Depending on the circumstances, an appropriate resolution may include a replacement, redelivery, refund, or another mutually agreed solution, subject to applicable law.

Customers should not return or transport a perishable product without first contacting our support team and receiving instructions.

4. Customized Cakes and Made-to-Order Products

Customized cakes and specially prepared products are created according to the customer’s approved specifications.

Once preparation has started, cancellation, changes, and exchanges may be limited because ingredients, decorations, materials, and production time may already have been committed to the order.

We generally cannot accept a return or exchange solely because:

The customer changes their mind after confirming the order.
The customer no longer requires the product.
The customer provides incorrect customization details or an incorrect delivery date.
The customer expects an exact visual match to a reference image despite minor differences inherent in handmade products.

However, if a customized product materially differs from the confirmed specifications, arrives damaged, or has a significant quality issue, please contact us so that we can review the matter and determine an appropriate resolution.

Minor handmade variations that do not materially affect the agreed design or product are not automatically considered defects.

5. Non-Perishable Products, Gifts, and Accessories

Eligible non-perishable products, gifts, and accessories may be considered for return or exchange if they are defective, damaged, incorrect, or materially different from the confirmed order.

Unless the issue concerns a defect, incorrect item, or another circumstance requiring a remedy, products requested for return or exchange should generally be:

Unused and in their original condition.
Returned with original packaging, where reasonably possible.
Accompanied by the order number or proof of purchase.
Reported within the applicable notification period communicated by our support team.

Personalized, customized, perishable, or specially ordered items may be subject to different conditions.

Nothing in this section limits any rights or remedies available under applicable law.

6. Reporting a Problem

If your order arrives damaged, incorrect, incomplete, or with a significant quality issue, please contact us as soon as possible, preferably within 2 hours of delivery.

To help us investigate your request, please provide:

Your order number.
Your name and contact number.
A clear description of the issue.
Clear photographs or videos showing the product and the issue, where available.
Relevant packaging photographs, where applicable.

Prompt reporting helps us investigate issues involving freshness, product condition, and delivery handling.

The suggested reporting period is intended to support a timely review and does not automatically exclude a claim that may be valid under applicable law.

7. Review and Verification Process

After receiving your request, our support team may review the order details, product specifications, photographs, delivery information, and other relevant evidence.

We may contact you for additional information before deciding on an appropriate resolution.

Depending on the issue and product type, we may offer:

A replacement product.
Redelivery, where feasible.
A full or partial refund, where appropriate.
An exchange for an eligible item.
Another reasonable solution agreed upon with the customer.

The available remedy will depend on the specific circumstances and applicable legal requirements.

8. Exchange Conditions

An exchange may be considered when the product is eligible and a suitable replacement is available.

Exchange requests may be subject to:

Product availability.
Preparation and delivery schedules.
The condition of the original product.
The nature of the reported issue.
Any price difference between the original and replacement products.

Any additional payment or refund arising from a price difference will be communicated to the customer before the exchange is finalized.

Perishable products should not be returned without prior instructions from our support team.

9. Refunds

If a refund is approved, the amount and method of refund will depend on the nature of the issue, the payment method, and applicable law.

Refunds may be considered for circumstances such as:

An order that cannot be fulfilled by CakeTouch BD.
An eligible order cancellation.
A confirmed incorrect or significantly defective product.
A qualifying delivery or product issue.
Another situation in which a refund is an appropriate or legally required remedy.

Approved refunds will generally be processed through the original payment method where practical and supported. If that method is unavailable, our team will discuss an appropriate alternative with the customer.

The time required for the refund to appear in the customer’s account may depend on the payment provider or financial institution.

Please refer to our Refund & Cancellation Policy for further details.

10. Return and Exchange Delivery Costs

Responsibility for return, replacement, or redelivery costs will depend on the circumstances.

If the issue is attributable to CakeTouch BD, we will review the appropriate remedy and applicable delivery costs.
If an exchange is requested for reasons unrelated to a product defect or fulfilment error, any applicable costs will be communicated before the exchange is arranged.
If a product must be returned for inspection, customers should wait for instructions from our support team.

No additional charge will be applied without appropriate communication and agreement, except where otherwise permitted or required by applicable law.

11. Incorrect or Missing Items

If you receive the wrong product or discover that an item is missing, please notify us promptly.

We will verify the order and, where the issue is confirmed, arrange an appropriate resolution, which may include delivery of the missing item, replacement of the incorrect item, or a refund where appropriate.

Please retain the delivered items and packaging, where reasonably possible, until our team has reviewed the request.

12. Situations That May Not Qualify

A return, exchange, or refund may not be available solely because:

The customer changes their mind after receiving the correctly supplied product.
A correctly prepared customized product no longer meets the customer’s preference after approval.
The customer provides an incorrect address, contact number, or customization instruction.
A product deteriorates after delivery because of improper storage or handling by the customer.
A recipient is unavailable to receive the order.

These situations will be assessed individually. This section does not exclude remedies for defects, fulfilment errors, or other circumstances covered by applicable law.

13. Order Cancellation

Order cancellations are governed by our Refund & Cancellation Policy.

Customers who need to cancel an order should contact us as early as possible. Cancellation eligibility may depend on whether the order has been confirmed, ingredients or materials have been committed, or preparation or dispatch has begun.

Customized and specially prepared orders may have additional restrictions, subject to applicable law and the terms confirmed at the time of ordering.

14. Contact Us

For return, exchange, replacement, or refund requests, please contact:

Business: CakeTouch BD
Website: https://caketouchbd.com///
Email: info@caketouchbd.com
Phone: +88013015xxxxx
WhatsApp: +88013015xxxxx
Address: Dhaka, Bangladesh

Please include your order number and a description of the issue when contacting us.

15. Policy Updates

CakeTouch BD may update this policy when necessary to reflect changes in our products, operations, or legal obligations.

Any revised version will be published on our website with an updated effective date where appropriate.

16. Final Statement

We value our customers and aim to resolve genuine product and delivery concerns fairly and promptly.

Our goal is to ensure that every order meets reasonable expectations for quality, accuracy, and care.