Refund Policy

Effective Date: April 27, 2025

At Loca Cheesecakes, we take great pride in the quality of every cheesecake we make. Because our products are freshly prepared, perishable food items made to order, all sales are final as a general rule. However, we are committed to ensuring every customer is satisfied, and we have established the following policy to handle issues fairly.

1. Our Commitment

Every order is prepared with care and inspected before dispatch. If something goes wrong on our end, we will make it right.

2. What We Cover

We will offer a replacement cheesecake or store credit in the following situations:

  • The product arrives visibly damaged due to a handling or packaging failure on our part
  • The product is incorrect (wrong flavour or item delivered)
  • The product has a confirmed quality defect (texture, taste, or safety issue) reported within 3 hours of delivery

To be eligible, you must:

  • Contact us at gonzalo@locacheesecakes.com within 3 hours of receiving your order
  • Provide your order number and clear photographs showing the issue
  • Have the product available for assessment if requested

3. What We Do Not Cover

The following situations are not eligible for replacement or refund:

  • Change of mind after the order has been confirmed and payment processed
  • Incorrect delivery address provided by the customer
  • Damage caused by improper storage or handling after delivery
  • Complaints raised more than 24 hours after delivery
  • Products that have been partially or fully consumed
  • Variations in appearance due to the handcrafted nature of our products (slight differences in decoration, size, or colour are expected and normal)

4. Delivery Issues

  • If your order is significantly delayed or not delivered due to an error on our part, we will offer a replacement delivery or store credit.
  • If delivery fails because no one was available at the provided address, a redelivery fee will apply.
  • We are not liable for delays caused by traffic, weather, or other circumstances beyond our control.

5. How Replacements Are Issued

Once we assess and confirm a valid claim, we will offer one of the following at our discretion:

  • A replacement product delivered at our next available delivery slot
  • Store credit equivalent to the value of the affected item, valid for 90 days

We do not issue cash refunds to the original payment method except in cases where we are unable to fulfil an order after payment has been received.

6. Order Cancellations

  • Orders may be cancelled for a full refund within 2 hours of placement, provided production has not yet commenced.
  • Cancellations requested after the 2-hour window, or once production has begun, are not eligible for refund.
  • To request a cancellation, contact us immediately at gonzalo@locacheesecakes.com with your order number.

7. Contact

For any issues with your order, please reach out as soon as possible at gonzalo@locacheesecakes.com. Include your order number and photos where applicable. We aim to respond to all claims within 24 hours on business days.