Last updated: 9 September 2026
At The Cake & Flower Hub, every order is handled with care. Because many of our products are fresh, edible, perishable, imported or customized for a particular customer, they cannot always be returned or resold.
This policy explains when cancellations, replacements, store credits or refunds may be available.
Nothing in this policy limits any mandatory right available to a customer under applicable consumer-protection law.
This policy applies to products purchased directly from The Cake & Flower Hub, including:
Fresh and imported flowers
Bouquets and flower arrangements
Custom and celebration cakes
Chocolates and edible gift items
Gift baskets and luxury gift boxes
Balloons and teddy bears
Imported malas and gajras
Personalized or custom-made products
We generally cannot accept returns or provide refunds for a change of mind on:
Fresh or imported flowers;
Cakes, chocolates and other edible products;
Malas and gajras;
Inflated balloons;
Customized or personalized products;
Products prepared for a specific date or recipient; and
Opened or used gift items.
This is because these products may be perishable, hygienically sensitive, customized or unsuitable for resale.
Please contact us promptly if your order:
Arrives materially damaged;
Is substantially different from the confirmed order;
Contains the wrong product;
Is missing a paid major component; or
Arrives in a condition that makes it unsuitable for its intended purpose.
Natural differences in flowers, minor colour variations, reasonable handmade differences and previously approved substitutions are not normally considered defects.
Problems involving flowers, cakes, chocolates, malas, gajras or other perishable arrangements should be reported within 2 hours of delivery.
Problems involving a standalone non-perishable item should be reported within 24 hours of delivery.
Please provide:
Your order number;
A description of the problem;
Clear photographs of the complete product;
Photographs of the packaging; and
A short video where necessary to show the issue.
Do not discard, consume or alter the affected product before we have had a reasonable opportunity to review the complaint.
After reviewing the order details and evidence, we may offer an appropriate:
Replacement;
Correction or delivery of a missing component;
Partial refund;
Full refund for the affected product; or
Store credit.
The appropriate solution will depend on the product, the seriousness of the issue, availability and the circumstances of the delivery.
We may ask for the affected item to be collected where practical. Perishable products should not be returned without our instructions.
You may request cancellation before we begin preparing, sourcing, customizing or dispatching the order.
A cancellation cannot normally be accepted once:
Flowers have been sourced or arranged;
Cake preparation or decoration has begun;
Personalization has been completed;
Imported products have been specially arranged;
Balloons have been inflated;
The order has been assembled; or
The order has been dispatched.
Same-day and urgent orders may enter preparation immediately after confirmation and may therefore become non-cancellable very quickly.
Customized cakes, imported flowers, large bouquets, malas, gajras and luxury gift arrangements may require advance payment.
Once materials have been purchased or preparation has started, the advance payment may be non-refundable to the extent that it covers work already performed, products already prepared or costs already incurred.
Any special cancellation terms for a large or custom order should be confirmed before payment.
Requests to change a product, delivery date, address, message or design should be made as early as possible.
We will try to accommodate the request, but changes are not guaranteed after confirmation. Additional charges may apply where a change requires new materials, additional work or a different delivery arrangement.
Rescheduling is subject to product freshness, preparation status and availability.
A refund may not be available where delivery fails because:
The customer supplied an incorrect or incomplete address;
The recipient could not be contacted;
No one was available to receive the order;
The recipient refused an accurately prepared order;
Access to the location was restricted; or
The customer changed the delivery location after dispatch.
We may offer redelivery where possible, but additional delivery or product-preparation charges may apply.
Requested delivery times are estimates unless expressly guaranteed in writing.
Short delays caused by traffic, weather, security checks, road closures, recipient availability or circumstances outside our reasonable control do not automatically qualify for a refund.
If a significant delay caused by us materially affects the purpose of the order, please contact us so that we can review an appropriate resolution.
Flowers are natural and seasonal products. Their shade, size, opening stage and arrangement may differ slightly from photographs.
A reasonable substitution of similar quality and value, where approved by the customer, is not normally eligible for return.
Please report severe wilting, significant damage or a major unapproved substitution within the required reporting period.
Refunds will not normally be available for:
Personal taste preferences;
Products consumed substantially before a complaint;
Damage caused after delivery;
Incorrect storage or refrigeration;
Melting caused by heat after handover; or
Allergy concerns that were not disclosed before confirmation.
A complaint may be considered where the cake is materially damaged at delivery, is the wrong confirmed flavour or design, or is unsuitable because of a preparation issue attributable to us.
Balloon float time can be affected by temperature, transportation and environmental conditions. Damage occurring after delivery from heat, sharp objects, rough handling or outdoor exposure is not covered.
Non-perishable gift items must be unused and in their original condition if we ask for them to be returned.
Approved refunds will normally be issued through the original payment method or another mutually agreed method.
Please allow approximately 7–14 business days after approval for processing. Banks, payment gateways and digital-wallet providers may require additional time.
Delivery, customization and urgent-order charges may be non-refundable where those services were already performed, except where the refund is required because of our error or applicable law.
If a problem affects only one component of a gift basket, deal or bundle, the remedy may be limited to that component.
Free promotional items do not have a separate refundable value.
Contact us with your order number and supporting photographs:
The Cake & Flower Hub
Address: I-8/2, Islamabad
Email: info@cakeandflowerhub.com
WhatsApp/Telephone: [PHONE NUMBER]
Website: cakeandflowerhub.com
We aim to acknowledge complaints within [1–2 BUSINESS DAYS] and resolve verified claims as quickly as reasonably possible.
