Last updated: July 2, 2025

1. Order Exchanges

We craft every cake to your specifications—size, design, quantity—so please double-check before you hit “Purchase.”

  • No direct exchanges for selection errors.
  • Cancel & Reorder: You may cancel within 24 hours of placing your order (see Section 2) and then submit a new order with the correct details.

2. Order Cancellations

  • Eligibility: Cancellations permitted within 24 hours of purchase.
  • How to Cancel: Email us at [email protected] with your order number within that 24-hour window. We’ll confirm cancellation and process a full refund—no fees.
  • After 24 Hours: Orders move into production and cannot be canceled or refunded.

3. Returns & Refunds Overview

  • Return Window: Up to 180 days from delivery date.
  • Conditions for Return & Refund:
    • Item arrived damaged, broken, or incorrect (wrong design, size, material).
    • Product deviates significantly from its description.
  • Non-Eligible for Return/Refund:
    • Worn, washed, or altered items
    • Defects not caused by Pomcakes (e.g., user damage)
    • Missing original tags or packaging
    • Minor, fixable thread issues

4. Initiating a Refund Claim

To help us resolve your request quickly, please gather and send the following when you contact us:

  1. Proof of Purchase: Order confirmation or receipt
  2. Shipping Documentation: Label or carrier receipt
  3. Evidence of Issue: Clear photos of damage, defect, or error
  4. Communications Log: Any relevant email or chat screenshots
    

    Submit your claim via email to [email protected].

5. Return & Refund Process

  1. Claim Review: We aim to respond within 2–3 business days to confirm eligibility.
  2. Return Authorization: Upon approval, you’ll receive a confirmation email with:
    • Return shipping address
    • Return Merchandise Authorization (RMA) number
  3. Ship Your Items: You are responsible for return shipping costs. Please include:
    • Printed order confirmation
    • RMA number clearly marked on the package
    • Carrier tracking number (email this to us once shipped)
  4. Inspection & Approval: Once we receive and inspect the items, we’ll notify you by email of approval or denial.

6. Refund Timing

  • Processing: Within 2 business days of receiving and approving your return.
  • Credit Issuance: We’ll refund your original payment method—including the original shipping charges—for approved claims.
  • Delays: If you don’t see the credit after 10–15 business days, please contact your bank or credit card provider for status updates.

7. Important Notes

  • Return Shipping Risk: We are not liable for items lost or damaged in transit back to us—ship via a trackable carrier.
  • Policy Validity: All returns and refunds must be completed within 180 days of delivery. After that period, orders are final.
  • Support First: Before sending anything back, reach out to our team—often we can troubleshoot without a return!

8. Need Assistance?

For questions on cancellations, returns, or refunds, please contact Pomcakes Customer Support:

  • Address: 3450 E Seneca St, Tucson, AZ 85716, United States Of America
  • Email: [email protected]
  • Phone:+1 (507) 570-8498
  • Support Hours: 9:00am – 6:30pm (EST) (Monday – Friday).

Your satisfaction is our top priority—thank you for choosing Pomcakes!