Refund policy

Our Freshness & Quality Promise

Every Get Hadiya cake is baked to order and every gift is hand-assembled for your occasion. Because our products are fresh, perishable, and made specifically for you, they cannot be returned, resold, or restocked once they leave our kitchen. This is how we guarantee that what arrives is as fresh as what we made.

What we do promise: if your order arrives damaged, incorrect, or not to the standard we set, we will make it right.

If something is wrong with your order

Contact us within 2 hours of delivery at gethadiya@gmail.com or on WhatsApp at +971509257122 and include:

  • Your order number

  • Clear photographs of the product, including the packaging as received

  • A short description of the issue

We review every claim individually and respond within 24 hours.

How we make it right

Where a claim is verified, we will offer one of the following, at our discretion and in discussion with you:

  • A replacement product, delivered at the earliest available slot

  • Store credit for the full or partial value of the affected item

  • A refund to your original payment method for the full or partial value of the affected item

Where the fault is ours — a damaged product, the wrong item, or a delivery we failed to complete — you pay nothing. Replacement delivery is free of charge.

What is not covered

  • Claims made more than 4 hours after delivery

  • Products that have been fully or substantially consumed

  • Damage caused after successful delivery, including incorrect storage, handling, or transport by the recipient

  • Minor variation in colour, decoration, or finish from product photography. Every cake is handmade, and slight variation is a feature of handcrafted work, not a defect

  • Incorrect delivery details, an incorrect recipient address, or an unavailable recipient (see our Shipping Policy)

  • Dissatisfaction with flavour preference where the product was made as ordered

  • Personalised messaging supplied incorrectly by the customer at checkout

Cancellations and changes


Order type

You can cancel or amend until

Standard cakes and ready gift sets

72 hours before the scheduled delivery slot

Custom, tiered, or personalised cakes

72 hours before the scheduled delivery slot

Same-day orders

Not cancellable once confirmed

Peak dates (Eid, National Day, Mother’s Day, New Year)

72 hours before the scheduled delivery slot


Cancellations within the window receive a full refund to the original payment method within 7–14 business days, subject to your bank’s processing times.

Cancellations requested after the window has closed cannot be refunded, as ingredients have been purchased and production has begun. Where production has not yet started, we may offer store credit at our discretion.

Questions

Email: gethadiya@gmail.com

Phone / WhatsApp  +971509257122

Hours : Monday - Sunday: 9:00 AM- 10:00 PM