Terms and Conditions

Please read our refund and return policy carefully:

  1. Refunds:

Eligibility: Refunds are only available for orders that are incorrect on our part or not up to our quality standards. If you submit an order incorrectly and receive it as such that is not something we can be held accountable for.

Request Process: To request a refund, please contact us within 24 hours of receiving your order. Provide your order number, a detailed description of the issue, and photos if applicable.

Approval: Once we receive your request, we will review it and notify you of the approval or rejection of your refund. Approved refunds will be processed within 5-7 business days.

  1. Returns:

Perishable Goods: Due to the perishable nature of our products, we do not accept returns.

Damaged/Incorrect Orders: If your order arrives damaged or is incorrect, please contact us within 24 hours. We will arrange for a replacement or issue a refund as per the situation.

  1. Order Cancellations:

3.1 Cancellation Policy: Orders can be cancelled up to 48 hours before the scheduled delivery or pick-up time. Cancellations made within this window are eligible for a full refund or store credit. Francines reserves the right to withhold any monies already incurred by Francines in preparation for the order.

3.2 Late Cancellations: Cancellations made less than 48 hours before the delivery or pick-up time are not eligible for a refund.

  1. Customisation and Personalisation:

Custom Orders: Custom and personalised cake orders are non-refundable unless there is a fault on our part. Please review all details of your custom order carefully before checking out and placing your order.

  1. Payment Terms:

Online Orders | Full Payment: Full payment is to be made online when placing your order. Upon payment only then is your order secured.

  1. Contact Us:

Customer Support: For any issues or concerns regarding your order, please contact our team at francinescakery@gmail.com. We are here to help!

  1. Additional Policies:

Allergen Notice: Our goods are prepared in a kitchen that works with allergens such as nuts, gluten, dairy, and eggs. We cannot guarantee the complete absence of allergens in our products. Ordering from us is entirely at your own risk.

Handling Instructions: Once your cake has been collected or delivered, it is advisable to drive it in an air-conditioned vehicle, on the flattest surface, with a non-slip mat under the cake box. Upon delivery, please place the cake into the fridge until the recommended time prior to serving. We cannot be held responsible for any damage incurred once the cake has left our premises.

Refund Exceptions: In the case of unforeseen circumstances such as natural disasters or national restrictions beyond our control, Francines will fully refund the client the booking deposit and/or the full invoice amount after assessing accordingly.

Please read our refund and return policy carefully:

  1. Refunds:

Eligibility: Refunds are only available for orders that are incorrect on our part or not up to our quality standards. If you submit an order incorrectly and receive it as such that is not something we can be held accountable for.

Request Process: To request a refund, please contact us within 24 hours of receiving your order. Provide your order number, a detailed description of the issue, and photos if applicable.

Approval: Once we receive your request, we will review it and notify you of the approval or rejection of your refund. Approved refunds will be processed within 5-7 business days.

  1. Returns:

Perishable Goods: Due to the perishable nature of our products, we do not accept returns.

Damaged/Incorrect Orders: If your order arrives damaged or is incorrect, please contact us within 24 hours. We will arrange for a replacement or issue a refund as per the situation.

  1. Order Cancellations:

3.1 Cancellation Policy: Orders can be cancelled up to 48 hours before the scheduled delivery or pick-up time. Cancellations made within this window are eligible for a full refund or store credit. Francines reserves the right to withhold any monies already incurred by Francines in preparation for the order.

3.2 Late Cancellations: Cancellations made less than 48 hours before the delivery or pick-up time are not eligible for a refund.

  1. Customisation and Personalisation:

Custom Orders: Custom and personalised cake orders are non-refundable unless there is a fault on our part. Please review all details of your custom order carefully before checking out and placing your order.

  1. Payment Terms:

Online Orders | Full Payment: Full payment is to be made online when placing your order. Upon payment only then is your order secured.

  1. Contact Us:

Customer Support: For any issues or concerns regarding your order, please contact our team at francinescakery@gmail.com. We are here to help!

  1. Additional Policies:

Allergen Notice: Our goods are prepared in a kitchen that works with allergens such as nuts, gluten, dairy, and eggs. We cannot guarantee the complete absence of allergens in our products. Ordering from us is entirely at your own risk.

Handling Instructions: Once your cake has been collected or delivered, it is advisable to drive it in an air-conditioned vehicle, on the flattest surface, with a non-slip mat under the cake box. Upon delivery, please place the cake into the fridge until the recommended time prior to serving. We cannot be held responsible for any damage incurred once the cake has left our premises.

Refund Exceptions: In the case of unforeseen circumstances such as natural disasters or national restrictions beyond our control, Francines will fully refund the client the booking deposit and/or the full invoice amount after assessing accordingly.