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. 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:

3.2. Claim Procedure

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, which may be partial or total of the value of the affected product.

Once this amount is defined, we will present the customer with the following options to receive their compensation, from which they may choose one:

4. Clarifications on Payments and Order Confirmation

As stipulated in our Terms and Conditions, orders require a payment to be confirmed (100% for card payments and a minimum of 50% for cash or transfer).

5. Contact

For any cancellation request, claim, or question about this policy, please contact our Customer Support channel, always providing your order number to expedite the process.

Email: soporte@pumpumdesserts.com