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CHO LAB BAKERY — Cancellation & Refund Policy
At CHO LAB, every order is freshly made to order. Because our cakes and desserts are perishable and often personalised, we are unable to accept returns once an order is in production. The policy below explains when cancellations and refunds apply.
Cancellations
You may cancel your order for a full refund up to 24 hours before your scheduled delivery or pickup time. To cancel, contact us as early as possible at info@cholab.me or via WhatsApp on +971 50 773 3073 with your order number.
Cancellations requested less than 24 hours before the scheduled delivery or pickup time cannot be accepted, as ingredients have been sourced and preparation has begun. These orders are not eligible for a refund.
Damages & Issues
Your cake is inspected and photographed before it leaves our kitchen. Please check your order at the moment of delivery or pickup. If your item arrives damaged, defective, or is the wrong item, contact us immediately on the day of receipt at info@cholab.me or +971 50 773 3073, with clear photos of the issue.
We will review every case fairly and, where the fault is ours, make it right — by replacement or refund at our discretion. Reports made after the day of receipt, or after the cake has been substantially consumed, cannot be accepted.
Non-Refundable Items
Because all our products are freshly made and perishable, the following cannot be returned or refunded except in cases of damage or error as described above:
- All cakes, desserts, and baked goods
- Custom and personalised orders (bespoke designs, written messages, photo or themed cakes)
- Add-ons such as candles, toppers, and gift cards
- Gift cards (non-refundable in all cases)
Refunds
Once a cancellation or damage claim is approved, your refund is issued to the original payment method within 10 business days. Your bank or card provider may need additional time to post it. If more than 15 business days have passed since approval and you have not received your refund, contact us at info@cholab.me.
Delivery & Pickup
Free pickup is available at our Umm Al Quwain shop. Delivery is available across the UAE (Umm Al Quwain free; Dubai, Sharjah, Ajman AED 35; Abu Dhabi, Al Ain, Ras Al Khaimah, Fujairah AED 50). Orders generally require at least one day's notice. Please ensure your delivery address and contact number are correct at checkout — we cannot refund orders failed due to incorrect details or unavailability at the delivery address.
Contact
Questions about this policy? Reach us at info@cholab.me · WhatsApp +971 50 773 3073 · @cholab.ae
Sugar, Designed to PERFECTION.