At Nebula, we are committed to providing a luxurious experience for our customers and ensuring your complete satisfaction with our products. Since each cake is crafted with special care, our exchange and return policies are designed to uphold the highest standards of quality and service.
Exchange & Return Policy
1. Non-Returnable & Non-Exchangeable Products
Due to the nature of our freshly prepared, made-to-order products, cakes cannot be returned or exchanged except in the following cases:
- Receiving a product different from the one ordered.
- Visible damage to the product upon receipt.
- The product arrives in an unsuitable condition for consumption.
2. Conditions for Accepting Exchange or Return Requests
- Any issue must be reported within 3 hours of receiving the order.
- The product must remain untouched and unconsumed to be eligible for exchange or compensation.
- Clear photos of the product showing the issue must be provided for review.
3. Steps to Request an Exchange or Return
- Contact us via WhatsApp within the specified timeframe.
- You may be asked to return the product if possible, based on our team’s evaluation.
- If approved, the product will be exchanged for an identical one or a store credit will be issued.
4. Compensation Methods
- Exchange: A new product of the same value will be sent free of charge.
- Store Credit: A voucher will be issued for future orders if a replacement product is unavailable.
- Refund: Refunds are granted only in exceptional cases and upon management approval.
5. Cases Not Covered by the Exchange & Return Policy
- Changing your mind after receiving the product.
- Personal preference regarding taste or appearance without any defect or damage.
- Requests made after the specified timeframe.
Contact Us
For any inquiries or exchange and return requests, please reach out to us via:
WhatsApp: +966 554318656
We are here to ensure you enjoy an unforgettable luxury experience with Nebula.
