At Pumpum Desserts (hereinafter, the "Provider"), our highest priority is the excellence and freshness of our artisanal desserts. Every order is a unique and personalized creation. We understand that unforeseen situations may arise, and we have designed this policy to handle your cancellations and refund requests in a fair, clear, and consistent manner. We ask that you read it carefully before making your purchase.
1. Order Cancellation
Because each product is prepared specifically for your order, our cancellation policy is based on a schedule that allows us to manage our resources and avoid food waste. The timeframes are calculated in relation to the start of the delivery time window you have scheduled.
Cancellation with full refund (100%): You may cancel your order and receive a full refund of the amount paid if you request the cancellation more than 48 hours in advance of the start of your delivery time window.Cancellation with partial refund (50%): If you request the cancellation between 48 and 24 hours before the start of your delivery time window, a refund of 50% of the total order value will be applied. This retention covers the cost of the ingredients already purchased and the reservation of your slot in our production schedule.Cancellation without refund: Requests made less than 24 hours in advance of the start of the delivery time window will not be eligible for any refund, since by that time your order will be in an advanced production phase or fully completed.2. Product Returns
For reasons of food safety and due to the perishable and personalized nature of our desserts, we do not accept the physical return of any product once it has been delivered to you or to the person you have designated to receive it at the delivery address.
Acceptance of the delivery attests only to the physical receipt of the package; it does not imply that you waive your right to claim defects that were not evident at the time you received the product (hidden defects). Such cases are handled in accordance with Section 3 of this policy.
3. Refunds for Quality Complaints or Order Errors
We adhere to the highest quality standards. Nevertheless, if you believe there is an error attributable to the Provider or a quality problem with your order, we ask that you follow the procedure described below.
3.1. Cases in which a claim is admissible
A claim is valid only in the following circumstances:
The product delivered is incorrect and does not correspond to the purchase order you confirmed.The product presents an objective quality problem (for example, a state of spoilage or the presence of a foreign object).Note: Because this is an artisanal product, its aesthetic appearance may vary slightly from the reference photographs; these variations are not considered a defect.
3.2. Timeframes and procedure for filing a claim
The timeframe for filing a claim depends on the nature of the defect:
Defects evident upon receipt: if the defect or error is visible at the time of delivery, we ask that you notify us immediately, on the same day of receipt, so that we may address it as promptly as possible given the perishable nature of the product.Hidden defects attributable to the Provider: if it is a hidden defect that was not evident upon receiving the product, you may file a claim within a reasonable period from the moment you discover it.Deterioration after delivery: deterioration resulting from the Customer's improper handling, preservation, or storage of the product after delivery does not give rise to any refund or compensation.To process your claim, we request that you:
Contact channel: submit your claim by email to orders@pumpumdesserts.com.Evidence: include your order number, a detailed description of the complaint, and clear photographic or video evidence supporting your claim. This evidence is indispensable for assessing the case.3.3. Assessment and resolution
Once your claim has been received, our team will assess it within a maximum of 24 business hours. If the claim is found to be admissible, the Provider will determine, based on the nature and severity of the incident, the amount to be compensated (partial or total). You may choose one of the following options:
Monetary refund: direct electronic transfer (SPEI). When the error or defect is attributable to the Provider, the refund will be full, without deduction of any commission, and will include a refund of the shipping cost you may have paid.Credit coupon: a code for the exact value toward a future purchase (without deductions).Loyalty points: crediting of Sweet Paws from the Pumpum Rewards program equivalent to the total value (without deductions).Product replacement: credit for a new dessert, with free shipping included.4. Clarifications Regarding Payments and Cancellations
Paid orders (card or transfer): cancellation refunds are calculated on the total amount paid, applying the percentages described in Section 1. Only in the case of voluntary cancellations requested by you, when the refund is made via electronic transfer (SPEI), a bank commission of $10.00 MXN will be deducted. This commission does not apply when the refund results from an error or defect attributable to the Provider, in which case the refund will be full in accordance with Section 3.Cash orders (cash on delivery): since these orders (under $150 MXN) do not require advance payment, a monetary refund does not apply. However, if you cancel a cash-on-delivery order less than 24 hours in advance or fail to receive it, the Provider reserves the right to restrict the cash payment option for future purchases associated with that user or address.5. Your Rights as a Consumer
This policy is governed by the Federal Consumer Protection Law and other applicable legislation in the United Mexican States, and at all times it respects the rights that such law confers upon you. If you are not satisfied with the resolution of a claim, you have the right to turn to PROFECO (Mexico’s Federal Consumer Protection Agency) to assert your rights, as well as to the competent authorities and courts of your own domicile. Nothing established herein implies any waiver of these rights.
6. Contact
For any request, claim, or question regarding this policy, we ask that you contact us, always indicating your order number, through the appropriate channel:
General inquiries: hello@pumpumdesserts.comOrders, cancellations, claims, and logistics: orders@pumpumdesserts.comPersonal data and ARCO rights (Access, Rectification, Cancellation, and Opposition): privacy@pumpumdesserts.comInvoicing (CFDI): facturacion@pumpumdesserts.comWhatsApp: +52 833 151 8171