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By placing an order with The Cake Canvas by NB, the customer agrees to the following terms and conditions:
An advance payment is required to confirm an order. If an order is cancelled at least 2 days before the scheduled date, the advance payment will be refundable. If an order is cancelled less than 2 days before the scheduled date, the advance payment will be non-refundable, as preparation, ingredients, and arrangements may already have been made. Customized orders may require special preparation and materials; therefore, cancellation terms may vary for certain specially customized orders.
An order will only be considered confirmed once the required advance payment has been received. The customer is responsible for providing the correct date, time, flavour, size, design, wording, and other order details. Please inform us of any specific dietary preferences or requirements when placing your order. Any changes to a confirmed order are subject to availability and may result in additional charges. Once the design and order details have been approved by the customer, changes requested later may not always be possible.
Cakes are handed over to the customer in suitable packaging and in good condition. Once the cake leaves The Cake Canvas by NB, its transportation, handling, storage, and safety become the customer’s responsibility. We are not responsible for damage caused by improper transportation, mishandling, tilting, dropping, sudden braking, or exposure to unsuitable temperatures after collection. Customers are advised to transport cakes on a flat and stable surface, preferably in an air-conditioned vehicle.
Buttercream cakes must be kept refrigerated and maintained at 25°C or below. Cakes exposed to excessive heat may soften, melt, or lose their shape and finish. The Cake Canvas by NB will not be responsible for temperature-related damage after the cake has been collected. Customers are advised to refrigerate the cake as soon as possible after collection and to follow any specific storage instructions provided.
Customers are requested to collect their orders at the agreed pickup time. Delayed collection may affect the quality and appearance of the cake, particularly in warm weather. If a cake is collected significantly later than the agreed time, The Cake Canvas by NB cannot guarantee the same condition or appearance.
Customized cakes are handmade, so minor variations in colour, decoration, size, or finish may occur. Colours may appear slightly different due to lighting, photography, or individual screen settings. Reference pictures are used as inspiration, and an exact replica cannot always be guaranteed. Minor handmade variations will not be considered defects.
If a customer provides any topper, decoration, figurine, photograph, or other item to be placed on the cake, The Cake Canvas by NB will not be responsible for any damage to such items during or after placement, unless otherwise agreed.
Any concern regarding the cake must be communicated to The Cake Canvas by NB on the same day of collection or delivery. Where applicable, the customer may be asked to provide photographs of the cake and the relevant order details or proof of purchase so that the concern can be properly reviewed. Complaints relating to damage caused by transportation, handling, storage, temperature, dropping, tilting, or any other circumstances after collection will not be eligible for a refund or replacement. A refund or replacement will not be provided for a change of personal preference, minor handmade variations, colour transfer from dark edible colours, or differences that were already communicated or agreed upon at the time of ordering. If a genuine issue is found to have resulted from an error on the part of The Cake Canvas by NB, the matter will be reviewed and an appropriate resolution may be offered.
Where delivery is arranged by The Cake Canvas by NB, the customer is responsible for providing the correct delivery address and an active contact number. The customer or an authorized person must be available to receive the order at the agreed delivery time. Delays caused by incorrect addresses, unavailability of the recipient, or circumstances beyond our reasonable control — including but not limited to road closures, blocked routes, natural disasters, extreme weather, or civil unrest — may affect the condition of the cake, and The Cake Canvas by NB will not be held responsible for such delays. Once the cake has been successfully handed over to the customer or an authorized recipient, responsibility for its handling and storage transfers to the customer.
Once the cake has been inspected and collected or received by the customer, it is considered to have been received in satisfactory condition. By accepting the cake, the customer agrees to follow all storage, transportation, and handling instructions provided by The Cake Canvas by NB. The Cake Canvas by NB is not responsible for any damage, melting, deformation, or deterioration caused after collection or delivery due to improper handling, transportation, storage, temperature, or other circumstances beyond our control. The customer is responsible for ensuring that all non-edible components and structural supports are removed before the cake is cut and served.
The Cake Canvas by NB reserves the right to update or modify these Terms & Conditions when necessary. The Terms & Conditions applicable at the time of placing an order will apply to that order. By placing an order with The Cake Canvas by NB, the customer confirms that they have read, understood, and agreed to these Terms & Conditions.