Refund policy

At Hane Patisserie, every dessert is prepared, packed, and handled with care. Because our products are food items, many of them are freshly prepared and perishable. For hygiene and food safety reasons, we cannot accept returns for products once they have been delivered, except in cases where the product is damaged, incorrect, missing, or not as described.

Returns

Due to the perishable nature of cakes, pastries, desserts, and other food products, we do not accept returns after delivery.

A return, refund, or replacement may be considered only if:

The wrong item was delivered.
The item was damaged during delivery.
The order was incomplete or missing items.
The product received was significantly different from what was ordered.
There is a genuine quality issue reported immediately after delivery.

To report an issue, please contact us within 24 hours of delivery with:

Order number
Clear photos or videos of the product and packaging
Description of the issue
Delivery date and time

Requests received after 24 hours may not be eligible for refund or replacement, as food products are sensitive to storage, handling, temperature, and time after delivery.

Refunds

If your refund request is approved, we may offer one of the following:

Replacement of the same product
Store credit
Partial refund
Full refund

Refunds will be processed to the original payment method where possible. Depending on your bank or payment provider, the refund may take 7–14 business days to appear in your account.

Delivery charges may not be refundable unless the issue was caused by us or our delivery partner.

Cancellations

Orders may be cancelled only if preparation has not started.

For standard dessert orders, cancellation requests must be made as soon as possible after placing the order.
For customised cakes, bulk orders, event orders, or pre-orders, cancellation must be requested at least 24–48 hours before the scheduled delivery or pickup time, depending on the order type.

Once an order is prepared, dispatched, or delivered, it cannot be cancelled.

Customised Orders

Customised cakes, personalised desserts, event orders, and bulk orders are made specifically for each customer. These orders cannot be cancelled, returned, or refunded once confirmed and preparation has started.

Minor colour, decoration, size, or finishing variations may occur because many products are handmade.

Damaged or Incorrect Orders

If you receive a damaged, incorrect, or incomplete order, please contact us immediately.

Email: [support email]
Phone/WhatsApp: 00971 50 944 1965

We will review the issue and provide a suitable solution.

Non-Refundable Cases

Refunds will not be provided in the following cases:

Incorrect delivery address provided by the customer
Customer unavailable at the time of delivery
Order rejected after dispatch
Product not stored properly after delivery
Change of mind after delivery
Minor handmade design or colour variation
Late complaint after the product has been consumed or stored for a long time