RETURNS, CANCELLATIONS, AND REFUNDS POLICY
At Pumpum Desserts, our highest priority is the excellence and freshness of our artisanal desserts. Each order is a unique and personalized creation. We understand that unforeseen situations can arise, and we have designed this policy to manage cancellations and refund requests in a way that is fair, clear, and consistent for all our customers.
1. Order Cancellation Policy
Because each product is made specifically for your order, our cancellation policy is based on a strict timeline that allows us to manage our resources and prevent food waste.
1.1. Cancellation with Full Refund (100%): You may cancel your order and receive a full refund of the amount paid if the cancellation request is made more than 48 hours in advance of the start of your scheduled delivery time slot.1.2. Cancellation with Partial Refund (50%): If the cancellation request is made between 48 and 24 hours before the start of your delivery time slot, a refund of 50% of the total order value will be issued. This withholding covers the costs of ingredients already purchased and the reservation of the slot in our production schedule.1.3. Cancellation without Refund: Cancellation requests made less than 24 hours in advance of the delivery time slot will not be eligible for any type of refund. By this time, your order will already be in the advanced production phase or fully completed.2. No Product Returns
For food safety reasons and due to the perishable and personalized nature of our desserts, we do not accept returns of any product once it has been delivered to and accepted by the customer (or the person designated to receive it at the address). Acceptance of the delivery confirms that the product has been received in satisfactory condition.
3. Refunds for Quality Issues or Order Errors
We adhere to the highest quality standards. However, if upon receiving your order you believe there is a serious error on our part or an evident quality issue, please follow the procedure below:
3.1. Conditions for a Claim A claim is valid only in the following cases:
The delivered product is incorrect and does not match your confirmed purchase order.The product has an objective and evident quality issue (e.g., signs of spoilage, presence of a foreign object).Note: As our products are artisanal, slight aesthetic variations may exist compared to photos and are not considered defects.3.2. Claim Procedure
Immediate Notification: You must contact us within a period no longer than two (2) hours after receiving your order. Claims made outside this timeframe will not be accepted due to the perishable nature of the product.
Contact Channel: The claim must be sent by email to hello@pumpumdesserts.com.
Required Evidence: The email must include your order number, a detailed description of the issue, and clear photographic or video evidence to support your claim.
3.3. Evaluation and Resolution Process Once your claim is received, our team will evaluate it within a maximum of 24 business hours. If the claim is deemed valid, Pumpum Desserts will determine, based on the nature and severity of the incident, a compensation amount (partial or total).
The customer may choose one of the following options to receive their compensation:
Monetary Refund: Direct electronic transfer (SPEI). Note: $10.00 MXN will be deducted from the total refund amount to cover the bank transaction fee.Store Credit Coupon: A code for the exact value for a future purchase (No deductions).Loyalty Points: Credit of "Sweet Paws" equivalent to the full value (No deductions).Product Replacement: Credit for a new dessert (including free shipping).4. Clarifications on Payments and Cancellations
Paid Orders (Card/Transfer): Refunds for cancellations are calculated based on the total amount paid, applying the percentages described in section 1, minus the applicable bank fee in case of a SPEI refund.Cash Orders (Cash on Delivery): Since these orders (under $150 MXN) do not require prepayment, a monetary refund does not apply. However, if a customer cancels a cash-on-delivery order with less than 24 hours' notice or fails to receive it, Pumpum Desserts reserves the right to restrict the cash payment option for future purchases from that user or address.5. Contact
For any cancellation request, claim, or question about this policy, please contact our General Inquiries channel, always providing your order number.
Email: hello@pumpumdesserts.comWhatsApp: +52 833 151 8171