Refund policy

Momoa Return & Refund Policy

Scope

This policy applies to all cake and dessert orders placed through Momoa’s official channels (including pick-up and delivery).

Timeframe for Requests

  • If your order arrives damaged, incorrect, or incomplete, please contact us within 24 hours of delivery via online chat or email.
  • Requests made after this period cannot be accepted.
  • Returns or refunds are not available for personal taste preferences.

Eligible Cases

You may request a replacement or refund if the product is unused, unconsumed, and in its original condition, and meets one of the following:

  1. The cake is severely damaged or collapsed during delivery.
  2. The order does not match the selected size, flavor, or quantity.
  3. The product shows clear defects (e.g., severe deformation, decoration falling off).

To process your request, please provide: photos of the outer packaging, the cake, close-up details, and a copy of the delivery label/order number.

Non-Eligible Cases

Refunds or returns are not accepted in the following situations:

  • Customized/personalized cakes (e.g., name cards, toppers, special designs) unless defective.
  • Items that have been opened, lit, cut, or consumed.
  • Changes caused by improper storage (heat exposure, incorrect refrigeration, expired consumption period).
  • Delivery failures due to wrong address, unreachable recipient, or extended waiting time.
  • Differences in personal taste preference.

Resolution Options

  • If the issue is our responsibility (wrong item, damage, missing item), you may choose either:
    • Free replacement & re-delivery, or
    • Refund to your original payment method.
  • If the issue is not Momoa’s responsibility, we may decline the request. In exceptional cases approved by customer service, the customer will cover return shipping, and original delivery fees are non-refundable.

Refund Timeline

  • Refunds are processed via the original payment method only.
  • No cash refunds are available.
  • Bank or payment provider processing time: 10–15 business days (depending on your bank/payment channel).

Cancellation & Rescheduling

  • Requests made more than 24 hours before delivery: Free cancellation or rescheduling.
  • Requests made within 24 hours of delivery: As production has already started, cancellation is not possible; rescheduling will depend on daily capacity and ingredient availability and cannot be guaranteed.

Delivery & Pickup Notes

  • If redelivery is required due to customer reasons, an extra delivery fee will apply, and timing will depend on rider and kitchen availability.
  • Please check your cake upon receipt; once signed for, it is considered received in good condition.

Storage & Consumption

  • Keep refrigerated at 0–4°C and consume within 24 hours for best taste.
  • For lamp or candle cakes, remove flammable decorations before lighting to avoid heat damage.

Contact Us

Please include your order number and photos when submitting a request to help us process it quickly.

Last updated: September 15, 2025 (Dubai time)