Refund policy

🍰 Sweetel Belgrade – Refund & Return Policy

(English version)

The English version of this policy is for informational purposes only.
In case of any discrepancy, the Serbian version shall prevail.

Overview
Due to the nature of our products — fresh, handmade, and perishable — we are unable to accept returns or issue refunds except in specific, justified cases described below.
We encourage all customers to review their order carefully before confirming and to inspect the product immediately upon delivery.

1. When a Refund or Replacement Is Possible

A refund, replacement, or partial compensation may be issued only if:

  • The filling, flavor, or type of cake clearly does not match the order details; or

  • The product was damaged during delivery, resulting in visible defects (such as collapse, smearing, or other significant deformation).

In such cases, you must contact us within 24 hours of receiving your order at our website, email: sweetelgeneral@gmail.com  or our social media: Instagram, Facebook, Telegram, including photos and a short description of the issue.

2. Decoration and Presentation

Each dessert and cake is handmade and decorated individually.
Minor differences in color, shape, or decoration style are normal and expected due to artistic interpretation, available materials, and lighting conditions.
Such differences do not qualify for a refund or replacement unless the decoration is significantly and clearly inconsistent with the agreed design (for example, the wrong theme, color palette, or missing agreed elements).

3. Delivery Issues

If a courier or delivery issue causes visible damage to your product, please contact us immediately.
We will assess each case individually and may offer a replacement, credit, or partial refund.

4. How to Request a Refund

To report a problem, please email us within 24 hours of delivery:
📧 sweetelgeneral@gmail.com 
Or contact us via our website or social media channels: Instagram, Facebook, Telegram

Include:

  • Order number or name

  • Photos of the product (if applicable)

  • Description of the issue

After reviewing your case, we will contact you within 1–3 business days.

5. Non-Refundable Cases

Refunds or replacements are not possible for:

  • Subjective taste preferences

  • Small decorative or color differences

  • Products reported after the 24-hour window

  • Orders that were accepted and consumed

6. Legal Information

This policy complies with the Law on Consumer Protection of the Republic of Serbia, Article 37, which excludes the right of withdrawal for perishable food items and products made to the consumer’s specification.