Refund Policy

NO-MELT GUARANTEE

We hope your treats arrive in perfect condition. If your order arrives melted or if you experience an issue, please contact us within 2 hours of receipt. To assist us in resolving the problem, kindly provide:

  • A detailed description of the issue.
  • Photos or video illustrating of the cake and packaging.

This will help us assess the situation quickly and determine the best way to assist you. Please send images and details to our email hello@burntcheesecakes.com

RETURN AND REFUND POLICY

We strive to deliver exceptional chocolates and experiences, and we're genuinely disappointed when an order doesn't meet your expectations. If your order arrives in less-than-ideal condition, please contact us right away via hello@burntcheesecakes.com. We're here to help improve your experience.

  • Returns Due to the nature of our small-batch food items, we cannot accept returns on perishable goods. However, if you’re unsatisfied with your order, please contact us so we can assist you.
  • Refunds Refunds may be issued on a case-by-case basis and can be processed as a digital gift card or refunded to your credit card or bank account within 7–10 days. 

REPLACEMENTS AND EXCHANGES

We don't offer exchanges for perishable food items. If your order arrives melted or spoiled, we'll gladly provide a replacement. As our products are made in limited batches, delays may occur based on our production schedule, and we will notify you in advance if that happens.

SHIPMENTS RETURNED DUE TO INCORRECT ADDRESSES

Please ensure that your shipping address is entered correctly, including any suite or apartment numbers. If a shipment is returned due to an incorrect or incomplete address provided by the guest, the following applies:

  • Re-shipment Fee: A $15 fee will be charged for re-shipping the order to the corrected address.
  • No Responsibility for Lost Packages: We are not responsible for packages lost due to incorrect or incomplete addresses.

We strongly encourage guests to double-check their shipping details. For assistance, please contact our guest care team. 

LATE OR MISSING REFUNDS

Refunds are processed promptly. Virtual gift cards and exchanges are usually immediate. Bank or credit card refunds may take 7–10 days, with additional time possible depending on your financial institution.