Return & Refund Policy

At Genie.ph, we are committed to providing you with the highest quality custom cakes from Cebu's best artisans. Due to the perishable and customized nature of our products, our return policy differs from standard retail items. Please review our policies below.

Perishable Goods & Custom Orders

All cakes and baked goods sold on Genie.ph are perishable and made-to-order. Therefore, we generally do not accept returns or offer refunds once the order has been accepted by the customer (via pickup or delivery).

Once the cake leaves the bakery or is handed over to the delivery courier, the responsibility for its condition transfers to the customer/courier.

Reporting Issues

If your order does not meet your expectations due to a confirmed error on the baker's part (e.g., incorrect flavor, wrong design, or significant quality issue), please contact us immediately.

  • You must report the issue within 24 hours of receiving your order.
  • Please provide clear photos of the issue as proof.
  • Do not discard the cake until the issue has been resolved, as we may settle it with the baker.

Contact our support team at support@genie.ph or call/text +63 908 940 8747.

Taste & Texture

Flavor and texture are subjective. We verify our bakers to ensure high quality, but we cannot offer refunds based on personal preference if the product meets our quality standards.

Cancellations

Custom cakes require significant time and ingredients to prepare.

  • More than 48 hours notice: Eligible for a full refund or store credit.
  • Less than 48 hours notice: Refunds may not be possible as preparations may have already begun.
  • Same-day cancellations: Not eligible for refund.

Refund Processing

Approved refunds will be processed via the original payment method (Maya, GCash, or bank transfer) within 5-7 business days.