Loviana Cakes Return and Refund Policy

Refunds / Exchanges

Due to the meticulous, handcrafted nature of our products, we are unable to provide refunds or exchanges for custom orders.

Once you or a designated party has picked up an order, it is considered "accepted." We will ensure that everything is correct, including the design, spelling, etc., at the time of pickup. Refunds requested due to decorating style, writing, color shade, or general design will not be honored after picking up your cake. In some instances, you may bring the cake back for design adjustments, but this will incur an additional charge if the cake has been picked up.

All products are the responsibility of the customer once they leave our shop. We are not responsible for any damage occurring to the cake during transport, setup, or any time thereafter. You will be given instructions on how to carry, transport, and store your cake upon pickup. Keep in mind that cakes are very fragile, and damages can happen if not handled properly – such as cracks, smudges, melted frosting, etc. We only give refunds in accordance with the refund policies stated below.

Cake flavor and texture are subjective. Full refunds requested due to flavor or texture after the cake has been accepted and picked up will not be honored. You may qualify for a percentage of store credit if the product is brought back and the quality of the cake flavor or texture is determined not to meet our standards. Cakes must be brought back to us promptly, preferably within 24 hours of pickup. Please call or email us promptly to let us know of the issue. Quality determination is solely at the discretion of Loviana Cakes. Please understand that we cannot issue refunds for cakes that have already been completely eaten. Store credit percentages are based on how quickly the cake is returned, how much has been consumed, and what we determine the quality to be. Store credits of any kind will not be issued to customers who do not contact us within 48 hours.

Refund Policy

The following scenario is the only instance when we will provide a refund:

If you come to our store for pickup or if upon delivery the cake does not meet your expectations, we will give you a refund (minus a 25% handling/cancellation fee). This refund will be given as store credit (no cash/money refunds will be given). Note: If we give you a refund, you cannot keep the cake. You can only get the refund if you refuse to "accept" the cake. We will not negotiate a partial refund if you keep the cake. This is a "take it or leave it" policy. We are not responsible for any expense you may incur for replacing our cake.

***We do not give refunds under any other circumstances. Refunds are only given within 7 days.

Cancellation / Changes

Changes and cancellations to retail orders are accepted up until 7 days prior to the date of pickup. We are unable to make changes on orders after that time frame. No refunds will be provided for any payments made on the order, regardless of the amount. If canceled at least 7 days in advance, we will be happy to transfer any payment made on that order to another order within 3 months from that date. We will provide no other refunds regardless of the circumstances. You will be required to pay the full amount if the order is canceled with less notice. This does not apply to orders that have contracts.

Guarantee / Disclaimer

We do all that we can to ensure that your order is decorated to the specifications on your written order form. Upon pickup of your cake, adjustments can be made for an additional charge if it was not stated on your original order. If for some reason something is not decorated correctly as stated on your order, we will make necessary changes right away.

Every order is handmade. Decorative finishes are done by hand and are subject to the artistic interpretation of our expert cake decorators. You may provide us with a photograph for inspiration and duplication; however, we make no claims for exact duplication of the work done by other cake decorators.

Legal Notice

This Return and Refund Policy is governed by the laws of the State of California. Any disputes arising out of or related to this policy will be subject to the exclusive jurisdiction of the state and federal courts located in California.

All orders are subject to these policies listed above.