Nillavee Cakes & Pastries
Refund and Returns Policy
Deposits & Commitment
- A deposit is required to confirm and reserve your order
- Once a deposit has been paid, this confirms your commitment to the order and we begin allocating ingredients, time, and resources to your cake
- Deposits are non-refundable once the order has been confirmed and committed to production
- This applies regardless of the reason for cancellation, including change of mind or event cancellation
When can an order be canceled and refunded?
- Orders can be canceled up to 24 hours prior to the scheduled delivery/pickup time
- Same-day orders cannot be canceled once preparation has begun
- A 35% service charge will apply to all cancellations, in addition to the non-refundable deposit
- Once a deposit is paid and the order is confirmed, no refund will be issued on the deposit — only the remaining balance (if any) may be considered for cancellations made within the allowed timeframe
- If we fail to deliver on the scheduled date, we will either refund in full or redeliver at a later date
- For damaged products, we require photo evidence within 2 hours of delivery for replacement or refund
- Wrong products delivered will be replaced upon return of the incorrect item
Important Notes:
- Custom-designed cakes cannot be canceled once decoration has started
- Deposits are non-refundable once an order has been committed to production
- Refunds are processed within 7-14 business days
- We cannot refund for taste preferences - only for quality issues
Cancellation Procedure
To cancel an order:
- Email info@nillavee.co.ke with subject "Cancellation Request"
- Include:
- Cake Name
- Reason for cancellation
- M-Pesa number for refund (if applicable)
- We will confirm cancellation within 4 business hours
Refund Conditions
Refunds will be issued when:
- The order was canceled within the allowed timeframe before a deposit was paid
- The product was never delivered (excluding cases where recipient was unavailable)
- Quality issues are verified by our team with photo evidence
- Wrong item was delivered and returned to us
Note: All refunds are subject to management approval. The maximum refund amount will never exceed what was originally paid. Deposits paid toward confirmed orders are non-refundable under any circumstances.