The Slice Delights
Effective date: 20 October 2026

1. Our Commitment

Every cake we create is made with care, attention to detail and the intention of making your celebration special.

Because our cakes are individually prepared to order, we cannot treat them in the same way as ordinary off the shelf products. Ingredients are purchased, production time is allocated and designs are prepared according to each customer's requirements.

Our refund policy explains how we handle concerns, complaints and requests for refunds.

2. Bespoke Orders and Change of Mind

Once an order has been confirmed and production arrangements have begun, a change of mind does not automatically entitle the customer to a refund.

This includes situations where the customer changes their mind about the colour, flavour, design, theme or general appearance of a cake that has been prepared in accordance with the agreed specifications.

Where a customer requests changes after confirmation, additional costs may apply.Any refund or other remedy will depend on the circumstances, the work already completed, the agreed specifications and applicable law.

3. Deposits and Refunds

A 50% deposit is required to secure an order.

The deposit is intended to cover the reservation of production capacity and the costs and commitments associated with preparing the order.Where a customer cancels an order, the deposit will generally be retained, subject to the Cancellation Policy and applicable law.

However, a deposit will not automatically be forfeited in every circumstance. Any amount retained must be consistent with applicable law and the circumstances of the cancellation.

Where a customer has paid the full amount upfront and a valid refund becomes due, the amount refunded will be determined by the nature of the issue, the work completed, the amounts lawfully retainable and the customer's legal rights.

4. When a Refund May Be Considered

Refunds are not ordinarily provided simply because a customer changes their mind or prefers a different design after the cake has been completed.However, we will assess complaints where a cake:

- Is unsafe or unfit for consumption.
- Has a material defect affecting its quality or suitability.
- Is substantially different from the agreed order specifications.
- Has incorrect personalisation or wording attributable to us.
- Arrives damaged as a result of delivery arranged by us.
- Has not been supplied in accordance with the agreed order and applicable consumer protection requirements.

Depending on the circumstances, an appropriate remedy may include correction, replacement, a partial refund or a full refund.

The available remedy will be assessed fairly and in accordance with applicable law.

5. Reporting a Problem

If you believe your cake is defective, unsafe, damaged or materially different from what was agreed, please contact us as soon as reasonably possible.

Your complaint should include:

- Your name and order reference.
- The date and time of collection or delivery.
- A clear description of the problem.
- Photographs or videos showing the concern, where appropriate.
- Any relevant information about storage, handling and the circumstances in which the issue arose.

For complaints concerning spoilage or food safety, please contact us immediately after discovering the problem.

We may request further information to help us assess the complaint. Where necessary, we may arrange an appropriate inspection or request that relevant evidence be retained.

We will not require a customer to consume an unsafe product or retain spoiled food in a way that could create a health risk.

6. Time Limits for Complaints

Concerns about visible damage, incorrect wording or other immediately identifiable issues should be reported as soon as reasonably possible after collection or delivery.

Concerns about food safety, spoilage or defects that become apparent later should be reported promptly after discovery.

We ask customers to report issues while the cake and the surrounding circumstances can still be reasonably assessed.Because cakes are perishable, the time available to assess certain complaints may be limited. However, we will consider the nature of the complaint, the product's expected shelf life, the storage conditions and the time elapsed before reaching a decision.No reporting deadline in this policy removes a consumer right that is protected by applicable law.

7. Completed Work and Customer Approval

Where a cake has been completed in accordance with the agreed specifications and is supplied in satisfactory condition, a refund will not ordinarily be available merely because the customer changes their mind or later decides they would have preferred a different design.

Where the customer approves the design or collects the cake, that approval may be relevant when assessing a complaint, but it does not automatically remove the customer's legal rights.If a genuine problem is identified, we will assess it according to the circumstances and applicable law.

8. Refund Processing

Where a refund is approved, we will confirm the amount and the expected processing arrangements in writing.

Refunds will ordinarily be made through the original payment method where reasonably practicable.Processing times may depend on the payment provider or financial institution.

Any amount retained or refunded will be explained to the customer.

9. Contact Us

Please contact The Slice Delights through the contact details published on our official website or email support@theslicedelights.co.za to report a concern or request a refund assessment.

We aim to handle complaints professionally, fairly and with respect for both the customer and the work involved in creating each cake.

The Slice Delights
Happiness in a slice.