At Sweet LionHeart, we take pride in crafting the finest sweet treats and ensuring your complete satisfaction.

Please read our refund and return policy carefully:

1. Refunds:

Eligibility: Refunds are only available for orders that are incorrect on our part or not up to our quality standards. If you submit an order incorrectly and receive it as such that is not something we can be held accountable for.

Request Process: To request a refund, please contact us within 24 hours of receiving your order. Provide your order number, a detailed description of the issue, and photos if applicable.

Approval: Once we receive your request, we will review it and notify you of the approval or rejection of your refund. Approved refunds will be processed within 5-7 business days.

2. Returns:

Perishable Goods: Due to the perishable nature of our products, we do not accept returns.

Damaged/Incorrect Orders: If your order arrives damaged or is incorrect, please contact us within 24 hours. We will arrange for a replacement or issue a refund as per the situation.

3. Order Cancellations:

3.1 Cancellation Policy: Orders can be cancelled up to 48 hours before the scheduled delivery or pick-up time. Cancellations made within this window are eligible for a full refund or store credit. Sweet LionHeart reserves the right to withhold any monies already incurred by Sweet LionHeart in preparation for the order.

3.2 Late Cancellations: Cancellations made less than 48 hours before the delivery or pick-up time are not eligible for a refund.

4. Customisation and Personalisation:

Custom Orders: Custom and personalised cake orders are non-refundable unless there is a fault on our part. Please review all details of your custom order carefully before checking out and placing your order.

5. Payment Terms:

Online Orders | Full Payment: Full payment is to be made online when placing your order. Upon payment only then is your order secured.

Custom Orders | Deposit: We work on a first-come, first-served basis. A R1000 non-refundable date deposit is required to secure your date and must be paid within 14 days from the invoice date. This deposit will be deducted from the final cake invoice. Failure to pay the deposit within the stipulated date will result in losing your reservation with us.

Custom Orders | Full Payment: The remaining amount for the entire booking is to be settled in full two (2) weeks prior to the event. This amount will be invoiced one month before the booking date and should not be paid prior.

6. Contact Us:

Customer Support: For any issues or concerns regarding your order, please contact our team at [email protected]. We are here to help!

7. Additional Policies:

Allergen Notice: Our goods are prepared in a kitchen that works with allergens such as nuts, gluten, dairy, and eggs. We cannot guarantee the complete absence of allergens in our products. Ordering from us is entirely at your own risk.

Handling Instructions: Once your cake has been collected or delivered, it is advisable to drive it in an air-conditioned vehicle, on the flattest surface, with a non-slip mat under the cake box. Upon delivery, please place the cake into the fridge until the recommended time prior to serving. We cannot be held responsible for any damage incurred once the cake has left our premises.

Buttercream Discolouration: At Sweet LionHeart, we take great pride in using only the finest ingredients for our cakes, including 100% genuine, full-fat butter for our Swiss meringue buttercream frosting. To achieve an off-white colour, we add a violet colour powder to neutralise the natural yellow tones of the butter. However, please be advised that the final shade may vary due to factors beyond our control, such as storage conditions, exposure to varying temperatures, and lighting. Improper storage, such as allowing the cake to reach room temperature before refrigerating it again, can lead to the buttercream oxidising, which might cause the frosting to develop an off-green shade. Similarly, the lighting where the cake is displayed, as well as the proximity to coloured objects, may affect the perceived colour of the buttercream. Frosting of a particular colour may also change over time due to these reasons.

Refund Exceptions: In the case of unforeseen circumstances such as natural disasters or national restrictions beyond our control, Sweet LionHeart will fully refund the client the booking deposit and/or the full invoice amount after assessing accordingly.