Policy
Returns, Refunds & Cancellations
Last updated: 2 November 2026
Cookie Monster LK is a home bakery in Dehiwala-Mount Lavinia, Sri Lanka. Everything we make is fresh and perishable, so the usual "return it within 30 days" rules can't apply to food. This page explains what we do when something goes wrong, and how cancellations and refunds work. It sits alongside our Terms & Conditions, and it does not take away any rights you have under Sri Lankan consumer law.
1. If something is wrong with your order
Please tell us within 2 hours of receiving or collecting your order if:
- an item is missing or is not what you ordered;
- an item arrived damaged in our care or our delivery partner's care; or
- there is a genuine quality problem (for example, it is undercooked or stale).
WhatsApp us on +94 77 352 8700 with your order number (for example CM-00012) and clear photos of the item and its packaging. Please keep the item until we reply.
Once we have checked, we will put it right with one of these, depending on the problem and what we can do on the day:
- remake or replace the item;
- deliver the missing item; or
- refund the affected item, in part or in full.
2. What we can't refund
- Food that has been delivered or collected as ordered, when you have simply changed your mind or prefer a different taste.
- Damage after handover. This includes damage while carried in your own or a third party's transport, from heat, or from being stored differently from our storage advice.
- Small differences in handmade items. Colour, piping, shape and toppings can vary slightly from photos or reference pictures.
- Delays or failed deliveries caused by a wrong address or phone number, or by nobody being available to receive the order.
- Problems reported more than 2 hours after receiving the order, unless the problem could not reasonably have been seen by then.
3. Cancelling an order
We buy ingredients and start preparing soon after we confirm an order, so how much we can refund depends on when you cancel. Times are counted back from the date and time your order is due.
| Type of order | When you cancel | Refund |
|---|---|---|
| Menu items (cookies, donuts, brownies, cupcakes, smash boxes, standard cakes) | 24 hours or more before | Full refund |
| Less than 24 hours before | No refund. We can move the order to another date once, if we have the space. | |
| Custom and celebration cakes, decorated orders, gift boxes with messages, and orders over Rs 15,000 | 72 hours or more before | Full refund |
| 24 to 72 hours before | 50% refund | |
| Less than 24 hours before | No refund |
To cancel or change an order, WhatsApp us with your order number. A change counts as confirmed once we reply.
4. If we have to cancel
Very occasionally we may have to cancel, for example because of illness, a power or gas failure, or severe weather. If we do, we will tell you as early as we can and give you a full refund, including any delivery fee. You can also choose to move the order to another date.
5. How refunds are paid
- Card payments (through PayHere) go back to the same card. We start the refund within 2 working days. Your bank usually shows it within 5 to 10 working days, depending on the bank.
- Bank transfers and cash payments are refunded by bank transfer to an account you give us, within 3 working days.
We refund only the amount you actually paid for the affected items, plus the delivery fee where the delivery itself failed because of us.
6. Orders placed through Uber Eats
Orders placed through Uber Eats follow Uber Eats' own help and refund process in the Uber Eats app. You are still welcome to WhatsApp us so we can help.
7. Contact
Cookie Monster LK · 288/12 Temple Road, Kalubowila, Dehiwala-Mount Lavinia, Sri Lanka
Phone and WhatsApp: +94 77 352 8700 · Instagram: @cookie.monster.lk