Refund, Cancellation & Replacement Policy

Effective Date: November 4, 2026

Because our food, desserts, and beverages are freshly prepared to order and perishable in nature, all sales are subject to the strict refund and resolution terms outlined below:

3.1 Missing Orders or Missing Items (Online Platform Voucher)

In the event of a verified missing order or missing item(s) from your delivery, customers must notify Sweet Affairs Customer Support at +92 311 1555508, +92 42 35712066, or sweetaffairs90@gmail.com within 2 hours of delivery receipt, along with the order number and photographic proof (where applicable).
Verified claims for missing orders or items are compensated strictly in the form of a Digital Credit Voucher of equivalent value, which is redeemable exclusively on our online ordering platform (www.sweetaffairs.com.pk) on a subsequent order. Cash or bank reversals are not issued for missing order claims.

3.2 Non-Delivery / Order Cancelled by the Cafe (In-Person Collection Within 72 Hours)

Sweet Affairs reserves the right to cancel an order due to inclement weather, item availability issues, operational constraints, force majeure, or any other unforeseen issue.
If a prepaid order is cancelled or cannot be delivered due to weather, availability issues, or any other issue on our part, the customer may either opt for an online platform voucher or collect the refund amount in person from our cafe located at 2 A/P, Sir Syed Road, Gulberg II, Lahore.
Collection Window (72 Hours / 3 Working Days): In-person refunds must be collected within the next 72 hours (3 working days) after the cancelled order. Customers must present their original order reference number, payment confirmation receipt, and a valid CNIC/ID at the cafe counter to collect the amount. Unclaimed refunds after 3 working days will be converted into an online ordering voucher.

3.3 Order Not Received / Customer Unavailable (No Refund)

Once an order is dispatched, our delivery rider and/or support team will contact the customer via the phone number provided at checkout upon arrival at the delivery location.
10-Minute Rider Wait Time & Customer Unavailable Policy: In case an order is not received by the customer—whether due to an incorrect address, an unreachable or switched-off phone number, refusal to accept delivery, or no one answering at the delivery gate/door within 10 minutes of the rider's arrival—the order will be officially logged as "Customer Unavailable."
Because perishable food items cannot be restocked or reused once dispatched, the order amount will NOT be refunded, replaced, or credited via voucher when an order is logged as Customer Unavailable.

3.4 Customer-Initiated Cancellations

Once an order is confirmed and preparation has commenced in our kitchen, it cannot be cancelled or modified by the customer.
Requests for cancellation made immediately after placing an order (within 5 minutes and strictly prior to kitchen preparation) may be considered at the sole discretion of management by calling +92 311 1555508 or +92 42 35712066 directly.

3.1 Missing Orders or Missing Items (Online Platform Voucher)

In the event of a verified missing order or missing item(s) from your delivery, customers must notify Sweet Affairs Customer Support at +92 311 1555508, +92 42 35712066, or sweetaffairs90@gmail.com within 2 hours of delivery receipt, along with the order number and photographic proof (where applicable).

Verified claims for missing orders or items are compensated strictly in the form of a Digital Credit Voucher of equivalent value, which is redeemable exclusively on our online ordering platform (www.sweetaffairs.com.pk) on a subsequent order. Cash or bank reversals are not issued for missing order claims.

3.2 Non-Delivery / Order Cancelled by the Cafe (In-Person Collection Within 72 Hours)

Sweet Affairs reserves the right to cancel an order due to inclement weather, item availability issues, operational constraints, force majeure, or any other unforeseen issue.

If a prepaid order is cancelled or cannot be delivered due to weather, availability issues, or any other issue on our part, the customer may either opt for an online platform voucher or collect the refund amount in person from our cafe located at 2 A/P, Sir Syed Road, Gulberg II, Lahore.

Collection Window (72 Hours / 3 Working Days): In-person refunds must be collected within the next 72 hours (3 working days) after the cancelled order. Customers must present their original order reference number, payment confirmation receipt, and a valid CNIC/ID at the cafe counter to collect the amount. Unclaimed refunds after 3 working days will be converted into an online ordering voucher.

3.3 Order Not Received / Customer Unavailable (No Refund)

Once an order is dispatched, our delivery rider and/or support team will contact the customer via the phone number provided at checkout upon arrival at the delivery location.

10-Minute Rider Wait Time & Customer Unavailable Policy: In case an order is not received by the customer—whether due to an incorrect address, an unreachable or switched-off phone number, refusal to accept delivery, or no one answering at the delivery gate/door within 10 minutes of the rider's arrival—the order will be officially logged as "Customer Unavailable."

Because perishable food items cannot be restocked or reused once dispatched, the order amount will NOT be refunded, replaced, or credited via voucher when an order is logged as Customer Unavailable.

3.4 Customer-Initiated Cancellations

Once an order is confirmed and preparation has commenced in our kitchen, it cannot be cancelled or modified by the customer.

Requests for cancellation made immediately after placing an order (within 5 minutes and strictly prior to kitchen preparation) may be considered at the sole discretion of management by calling +92 311 1555508 or +92 42 35712066 directly.