Refund Policy

This Refund Policy outlines the terms under which MBC Cookies & Cakes may provide refunds or partial refunds for products purchased through our website. By placing an order with us, you acknowledge and agree to the terms set out below.

Custom and Made-to-Order Products
All products offered by MBC Cookies & Cakes, including cookies, cakes, and cupcakes, are personalised and baked to order. As such, we do not offer refunds or exchanges for change of mind or for incorrect details provided by the customer at the time of ordering.
If you have made a mistake with the spelling or personalisation details, please email us immediately after placing your order at mbccookies@gmail.com including your order number and a brief description of the error. We will do our best to accommodate amendments if production has not yet commenced however, we cannot guarantee that changes can be made once your order is in progress.

Eligibility for Refunds or Partial Refunds
A refund or partial refund will only be considered under the following circumstances:
•    The name, message, or other personalised details have been spelt incorrectly due to our error; or
•    The product received is of the wrong design or does not match the order confirmation.
Refund or partial refund requests must be made within 48 hours of receiving your order. Requests submitted after this period will not be eligible for review.

How to Request a Refund
To request a refund or partial refund, please contact us via email at mbccookies@gmail.com and include the following information:
•    Your order number;
•    A detailed description of the issue; and
•    Photographic evidence of the error or incorrect item (where applicable).
Once your request is received, we will assess the claim and notify you of the outcome within a reasonable timeframe. If approved, the refund will be processed to your original method of payment or as otherwise agreed.

Exclusions
Refunds will not be issued in the following cases:
•    Change of mind after placing an order
•    Shipping Delays 
•    Errors or misspellings provided by the customer at the time of order submission
•    Minor variations in product colour, design, or decoration, as all items are handmade and may differ slightly from reference images; or
•    Failure to notify us of an issue within 24 hours of receiving your order.

Contact
For any refund enquiries, please contact us at mbccookies@gmail.com with your order number and relevant details.