Refund Policy

Two situations, narrowly defined:

• You cancel before we start preparing. If your order is still “Confirmed” in your order timeline (not yet “Preparing”), message us and we refund 100% — including any cash gift attached. Once the status moves to “Preparing,” ingredients and labour are committed and this no longer applies.
• We genuinely cannot fulfil your order. If an obstacle outside both of our control (security closure, sustained road inaccessibility, etc.) makes delivery impossible and we cannot agree on a workable alternative date within a reasonable time, we refund the undelivered portion. This is the consumer-law floor we're obliged to honour even though it's rare in practice — we reschedule successfully in the vast majority of these cases.

If the item delivered is a different product from the one on your order, message us on WhatsApp with your order number and a photo within 24 hours of delivery. We'll deliver the right one at no extra cost. This is a replacement, not a refund.

Outside the two refund cases above — and the express surcharge, covered under Service fees below — refunds don't apply. The most common scenarios:

• The order has been delivered. Its taste, look or condition after handover, a change of mind, or second-guessing the choice of gift are not grounds for a refund.
• Handmade differences. Cakes, flowers and food are made by hand, so the finished item can differ from photos or examples in colour, decoration, size or arrangement. That's normal, and not grounds for a refund.
• Incorrect or incomplete address. If the address you provided led the courier to the wrong location or no location at all, that's on the customer. We'll try to help — a fresh delivery may carry new courier costs.
• Recipient is unavailable on the agreed day. Our courier calls before arriving. If the recipient can't take delivery, we reschedule with you for the next practical date. Rescheduling is included; the order itself is not refundable on this basis alone.
• Delays we can work around. Severe weather, short-term road closures, power outages, or other transient obstacles — we reschedule. A delay that ultimately results in a successful delivery doesn't create a refund right.

EU Directive 2011/83/EU and the UK Consumer Rights Act 2015 give consumers a general 14-day right to withdraw from distance contracts. That right has exceptions, and Tohfa orders sit inside those exceptions for two reasons:

• Our cakes, flowers, and food are perishable goods liable to deteriorate rapidly — exempted under Article 16(d) of the Directive.
• Our gift boxes, cake designs, and personal messages are personalised to your order — exempted under Article 16(c).

In plain language: once we begin preparing your order, the 14-day cool-off does not apply. Up until that point, you can cancel for a full refund as described above.

1. Message us on WhatsApp or email [email protected] with your order number (begins with “TH-”).
2. Tell us what happened. For a wrong item, attach a photo of what arrived.
3. We aim to respond within 24 hours. Once approved, refunds are issued to your original payment method through Stripe and typically appear in your account within 5-10 business days, depending on your bank.

Cash attached to a refunded order is returned to your card with the rest of the refund. Cash already delivered to the recipient cannot be reversed — once it's in their hands, the transfer is considered complete.

The cash-gift service fee is refunded when the cash gift itself is refunded. Same-day express surcharges are refunded when we fail to deliver same-day for reasons within our control.

Before opening a chargeback dispute with your bank, please message us. Most issues we can resolve in a day; chargebacks take weeks, hurt our merchant standing, and can delay your refund. We'll always work with you in good faith first.