Refund/Return Policy

RETURN

Due to the nature of our product being a consumable/food item, we are unable to accept returns at any given time.

This policy is even more applicable and therefore strictly implemented for customized food orders especially hand-drawn cake portraits, as we reiterate that we do not guarantee 100% exact likeness of the painted image with customer’s supplied photo as we expect that due diligence was exercised to assess our capability to fulfil your customised order hence we could not accommodate any return or refund request in this regard.

CANCELLATION

To request a cancellation, please contact us immediately at ketodelights@sweetlanecakes.com.

  • Regular Keto Delights products may be cancelled at least 24 hours before the scheduled pickup or delivery.
  • Customised orders may be cancelled at least five days before the scheduled pickup or delivery.
  • Orders cannot be cancelled or refunded once preparation or production has started.
  • Failure or refusal to collect an order does not qualify for a refund.
  • Delivery or pickup delays caused by the customer do not qualify for a refund

Keto Delights reserves the right to decline changes requested after an order has been confirmed, particularly when production has started or additional costs are involved.

PICKUP AND DELIVERY

The fulfilment method selected and confirmed when the order is placed—pickup or delivery—forms part of the order agreement.

Pickup orders do not include delivery. If a customer later requests delivery, the request is subject to availability and payment of the applicable delivery fee. Delivery will only be arranged after the full delivery fee has been paid.

If the customer does not wish to pay the applicable delivery fee, the order will remain available for pickup as originally agreed. Changing from pickup to delivery, or refusing to pay the delivery fee, is not grounds for cancellation or refund.

Customers may arrange their own third-party courier with our approval. Keto Delights will not be responsible for delays, damage, deterioration, mishandling or temperature-related issues after the order has been handed to a courier arranged by the customer.

Orders not collected at the agreed time will be stored only when reasonably possible. Because our products are perishable, we cannot guarantee their quality beyond the scheduled pickup time. Uncollected orders may be discarded once they are no longer safe or suitable for consumption, without refund.

REFUNDS

Completed customised orders and orders already in production are non-refundable, except where the product supplied is incorrect, damaged before handover, or otherwise defective.

Any approved refund will cover only the eligible product amount. Delivery charges, payment-processing charges and other services already provided are non-refundable, except where required by applicable law.