Refund Policy - UG Cakes

Shipping, Return and Refund Policy

This policy explains how orders are shipped, when returns are accepted, and how refunds are calculated. Refund eligibility depends on the item, the order stage, and the circumstances of delivery.

1. Shipping and Delivery

Dispatch and delivery methods

Orders are generally dispatched within 2 working days after confirmation. Faster or urgent delivery is available only when both the seller and the logistics partner can support it. Delivery charges are shown during checkout and depend on the available shipping method.

Delivery charges apply to all orders, including cake orders. When an order exceeds the qualifying amount, Urban Girl pays the applicable standard delivery charge on the customer's behalf, making delivery appear free to the customer. This does not mean that the delivery itself has no cost. Charges for narrow or priority time slots and location surcharges may still apply.

Delivery charges vary by address and delivery method. To check the current charge, ask a sales representative or add a low-value item to your cart, enter the delivery address, and review the total shipping cost before placing the order.

What "Home Delivery" means

Home delivery means delivery to the nearest safe and accessible point at or near the confirmed address, normally the main gate of the building or residence.

No doorstep delivery: Riders are not required to enter a building or residence for security reasons.
No travel on unsafe roads: If a road is broken or unsafe for a rider, delivery will be made at the nearest point that can be reached safely.
No required delivery on foot: Riders are not required to park and continue on foot. This is treated the same as an unsafe or inaccessible road.

In special circumstances, the receiver and rider may separately agree to delivery on foot. Urban Girl Inc. and its associates are not responsible for disputes or other circumstances arising from that separate agreement.

Inside Kathmandu Valley

Most locations inside Kathmandu Valley are mapped in our logistics system. An additional location surcharge may apply when the address is far from the nearest fulfillment center, particularly outside or far from the Ring Road.

Same-day and urgent delivery are available only for selected items from sellers that can process orders quickly. Choose an eligible delivery method during checkout.

Outside Kathmandu Valley

Outside-Valley delivery is available only for eligible items. Items that require a delivery date to be selected during checkout, including cakes, cannot be delivered outside Kathmandu Valley.

Eligible items are packed and dispatched through a shipping partner. Charges depend on the package weight and destination city. Door-to-door delivery may not be available in every location, and the receiver may need to collect the package from the nearest available delivery point.

2. Cancellations and Refund Eligibility

Eligible refunds range from 0% to 100%, depending on the order stage and item type. Every refund percentage, including 100%, applies only to the refundable item amount and excludes delivery charges and location surcharges. The delayed-delivery refund described in Section 3 is the only exception. Approved refunds are first credited as UCoins, our website store credit. You may then request transfer to the original payment method as explained below.

Pending orders: An order that has not started processing is eligible for a 100% refund of the refundable item amount. Delivery charges and location surcharges are excluded.
Processing orders: Once processing begins, an order normally cannot be cancelled. If cancellation is accepted, processing costs may be deducted, up to 50% of the order amount. Customized, personalized, printed, or specially processed items are non-refundable once processing begins.
Prepared orders: An order that has already been prepared is not eligible for a refund, except in the special delivery cases listed in Section 4.
Non-refundable items: Items marked "NON REFUNDABLE" or with similar wording in the product description are not refundable. This includes certain bundles that require products to be sourced from third parties.

3. Item-Specific and Delivery Rules

Delayed delivery

If we do not deliver within the promised time slot, the delivery charge may be refunded. Location surcharges are not refundable. The delivery charge is not refundable when:

a delivery attempt was made within the promised time slot but the provided phone number was unreachable;
the delivery date, time, receiver, or location was changed or postponed after confirmation; or
the order was placed on hold because of a payment issue.

Cakes, food, personalized items, and curated orders

Items prepared specifically for an order are non-refundable once processing begins. This includes cooked food, cakes, cupcakes, personalized merchandise, curated gift packages, and eligible third-party sourced items.

If such an order must be cancelled after processing begins, you may ask us whether the prepared items can be donated to an available orphanage, elderly care home, or special care center. Donation is optional and depends on the item and available recipient institutions.

Night orders

Orders confirmed for delivery after regular delivery hours are non-refundable. If the receiver cannot be reached or delivery cannot be completed, the order will be postponed to the next day for collection or delivery, or it may be donated to an available welfare center.

Taste concerns

Edible items that are within their usable period are not refundable solely because of taste. Taste is subjective and may vary by product and manufacturer. You may submit a complaint ticket and complete the taste preference form for the order. If the feedback helps us improve the product, we will provide a discount code of up to 50% for a future purchase of the same item.

Design differences in handmade items

Handmade items, including cakes, will naturally vary from one unit to another. When an item is made from a reference design that is not in our current catalogue, we will make a reasonable effort to reproduce it using the available materials, time, and skills, but an exact match is not guaranteed. Screen images may also differ from the delivered item because of lighting, display, and production differences. If a reference photo was taken under artificial or unusual lighting, outdoors, or was edited or otherwise processed, the finished cake may look significantly different from the reference photo.

If the item passes quality control, design differences alone do not qualify for a refund. If a component confirmed in the order is missing, the refund for that missing component will be decided by the Urban Girl Inc. Pvt. Ltd. arbitration team according to standard practice and will not exceed 25% of the item's total taxable amount.

4. Faulty, Wrong, or Damaged Deliveries

The following cases may qualify for a refund or exchange regardless of the order stage:

Faulty or damaged item: If an item is faulty or damaged when delivered, the receiver may refuse it and receive a full refund of the item's price. Delivery charges and location surcharges are excluded.
Wrong item or order: If the delivered item does not match the confirmed order, the receiver is eligible for a full refund of the item's price. Delivery charges and location surcharges are excluded. If the delivered order ID is different, return it immediately so the correct order can be delivered.
Damaged food or cake when exchange is possible: If the correct food item or cake was damaged during delivery, the buyer may choose an exchange or a refund of up to 25% of the damaged item's price.
Damaged food or cake when exchange is not possible: If return and exchange are not feasible, the receiver may accept the damaged item and receive a refund of up to 50% of the damaged item's price.

Damage to food or cake must be reported and agreed upon while receiving the delivery. Complaints made after delivery is completed do not qualify for the damage refunds described in items 3 and 4 above.

5. Receiving a Refund

All approved refunds are first credited as UCoins. On request, refundable UCoins can then be transferred to the original payment method. For example, a card payment will be refunded to the same card.

Processing may take 1 to 14 days, depending on the payment method and region. This does not include any additional time the receiver's bank may need to credit the account. Some methods, such as Khalti, may support an instant refund, while others may require a manually signed bank application.

For Cash on Delivery (COD) orders, the original customer must visit our office and verify account ownership before refundable UCoins can be converted to cash.

Complimentary or promotional credits that were not issued through the refund process described in this policy cannot be transferred or converted to cash.

6. Returns

Perishable and customized goods, including cakes, cannot be returned after delivery.

Other products may be returned according to the seller's return policy. Check the product or seller policy for the applicable return period. The customer is responsible for returning the product without damaging the original packaging, labels, or tags.

We recommend recording an opening video when unpacking the order. This may be used as evidence if the Urban Girl conflict management team needs to help resolve a dispute.

The seller and buyer may agree on a refund of up to 100% of the refundable item's price. Delivery charges and location surcharges are excluded. If they cannot reach an agreement, email contact@ugcakes.com and we will review the case.