Refund & Cancellation Policy

At Daze & Glaze, every cake, brownie and cupcake is baked fresh to order. Because our products are perishable and can’t be resold or returned once made, we don’t accept returns. We do want you to be happy with your order, so if something goes wrong on our side, we will make it right.

Orders we will fix

You are eligible for a replacement or refund if:

Wrong item: you received a different product, flavour or size than you ordered.
Damaged on arrival: the cake or box was crushed, melted, or spoiled when it reached you.
Quality problem: the product was stale, spoiled, or had a foreign object in it.
Missing items: part of your order was not delivered.
Major design error: a custom cake is clearly different from the design, colours or message you confirmed with us.

How to report a problem

Contact us within 2 hours of delivery (or pickup) by WhatsApp, phone or email at +92 371 690 1862 / dazeandglazeinfo@gmail.com.
Send your order number and clear photos or a short video showing the problem, including the box and any label.
Keep the product and its packaging until we respond. Please do not throw it away.

Our team will review your report and reply within 24 hours. Claims made after the 2-hour window, or without photos, can’t be accepted, because freshness can’t be checked later.

What we offer

If your claim is approved, we will choose between these options with you:

A free replacement, delivered or ready for pickup as soon as we can bake it.
A refund of the affected item’s price, or store credit if you prefer.

Refunds go back to your original payment method within 5 to 7 working days. Cash on delivery orders are refunded by bank transfer or mobile wallet. Delivery charges are refunded only if the mistake was ours.

What we can’t refund

Change of mind, or ordering the wrong item or size yourself.
Taste preference. Flavours are subjective, so if you have questions about sweetness, texture or ingredients, please ask us before ordering.
Products that were left out of the fridge, stored in heat, or kept too long after delivery. Our cakes and cupcakes are best eaten the same day or within the storage time printed on your box.
Small differences in decoration, piping, colour shade or handwriting on custom cakes. Each cake is handmade, so no two are exactly identical.
Delays or failed delivery caused by a wrong address, an unreachable phone number, or nobody being available to receive the order.
Damage that happens after the order has been handed to you or the person you named to receive it.
Allergic reactions. Our kitchen handles nuts, dairy, eggs, gluten and other allergens. Please tell us about any allergies before ordering. We can’t guarantee any product is allergen-free.

Cancellations and changes

Standard items (brownies, cupcakes, ready-made cakes): you may cancel for a full refund before receiving the order confirmation mail.
Custom and large orders (themed cakes, bulk or event orders): you may cancel or change details before the email confirmation for a full refund. After that, baking and materials are already in progress, so the advance payment is non-refundable.
Orders cancelled inside these windows may be refunded only in part to cover ingredients and work already done.
To cancel or change an order, contact us at +92 371 690 1862 / dazeandglazeinfo@gmail.com with your order number.

Delivery and pickup

Please make sure someone is available to receive the order at the agreed time. Cakes are delicate, so please check the order when it arrives and report any problem at once. If we can’t reach you at the delivery address, the order may be cancelled and no refund will be given.

Need help?

We would much rather fix a problem than have you be unhappy. Contact us at +92 371 690 1862 or dazeandglazeinfo@gmail.com, and we’ll get back to you as soon as possible.

Last updated: October 2026