Refund, Cancellation & Order Policy
By Nikki's Cuisine / September 5, 2024 / No Comments
Effective Date: May 1, 2018
Last Updated: September 26, 2026
This version of the policy applies to all orders placed on or after September 26, 2026. Orders placed before that date follow the version that was posted when the order was placed.
Nikki’s Cuisine LLC (“Nikki’s Cuisine,” “we,” “us”) bakes every order fresh, to order. We buy ingredients, schedule staff and set aside kitchen time for each order well before it’s due. That’s why the timing rules below matter. Please read them before you place an order. By placing an order, you agree to this policy.
At a Glance
| Situation | What happens |
|---|---|
| You cancel 72 hours or more before your scheduled pickup/delivery/ship time | Full refund (catering deposits are non-refundable; see Section 3d) |
| You cancel less than 72 hours before your scheduled time | No refund |
| Severe weather (as defined below) affects your pickup or delivery | Reschedule, store credit, or refund (see Section 5) |
| We cancel your order for any reason | Your choice: full refund or reschedule |
| Item arrives damaged, incorrect, or missing | Report within 24 hours with photos; we’ll make it right |
| Returns | Not accepted. All products are perishable food |
1. Key Terms
- Scheduled Time means the pickup date and time, or the delivery date and time, shown on your order confirmation. For orders shipped by mail, it means 12:00 AM (the start) of the scheduled ship date.
- All times are Eastern Time (ET).
- Cancellation Time is when we receive your written cancellation request, as described in Section 2. It is not when you decided to cancel, and it is not when you called and left a voicemail.
2. How to Cancel or Request a Refund
Submit the Refund/Cancellation Request form:
https://nikkiscuisinellc.com/form/refund-request
Include your order number, your name, and the reason for your request. If you can’t reach the form, you can send your request in writing by text message or email to the contact details on your order confirmation. We’ll record the time we receive it. A phone call or voicemail on its own does not count as a cancellation request.
3. Cancellations by You
a) Pickup and local delivery orders
- 72 hours or more before the Scheduled Time: full refund of the order total.
- Less than 72 hours before the Scheduled Time: the order can’t be refunded. At that point your order has been planned, ingredients have been bought, and preparation may already have started. We may offer a one-time reschedule if we can, but we’re not required to.
b) Orders placed less than 72 hours before the Scheduled Time
If you place an order within the 72-hour window, you can cancel it for a full refund within 1 hour of placing it. After that 1-hour grace period, the order can’t be refunded.
c) Shipped orders (USPS)
- You can cancel for a full refund up to 72 hours before your scheduled ship date begins. For example, for an order shipping on a Thursday, the deadline is 11:59 PM ET on the Sunday before.
- Once the order is within 72 hours of shipping, or has been handed to the carrier, it can’t be cancelled or refunded, except as covered in Section 8.
d) Catering orders
Catering orders need a deposit to reserve your date. The deposit amount is shown on your catering invoice or agreement. The deposit is non-refundable, except as stated in Sections 5 and 6. Any amount you’ve paid beyond the deposit is refunded as follows:
| When you cancel | Refund of amounts paid beyond the deposit |
|---|---|
| 14 days or more before the event date | Full refund |
| From 72 hours up to 14 days before the event | 50% refund |
| Less than 72 hours before the event | No refund |
If you reschedule your event under Section 4, your deposit carries over to the new date. Where your catering agreement or invoice has different terms, those terms apply.
4. Changes and Rescheduling
- You can ask to change items, quantities, or the Scheduled Time 72 hours or more before the Scheduled Time. Changes depend on availability and may change your price.
- Each order can be rescheduled once, to a date within 30 days of the original Scheduled Time.
- Change requests made less than 72 hours before the Scheduled Time are at our discretion.
5. Severe Weather Exception
We never want you, or our couriers, to travel in dangerous conditions. If Severe Weather affects your order, the 72-hour rule in Section 3 does not apply, and you can use the options below.
What counts as Severe Weather. Any of the following, in effect at any time during the 24 hours before or after your Scheduled Time:
- A Warning issued by the National Weather Service (weather.gov) for any of these: Winter Storm, Blizzard, Ice Storm, Hurricane, Tropical Storm, High Wind, Flash Flood, or Coastal Flood. It must cover (i) our pickup location in Brooklyn, NY, (ii) your delivery address, or (iii) for pickup orders, the county you would be traveling from. A “Watch” or an “Advisory” does not count.
- A state of emergency, travel ban, or travel advisory declared by New York City, New York State, or the authority where you are located, covering any of the areas in item 1.
- The closure or suspension of public transit, bridges, tunnels, or major highways that you would reasonably need to reach us, or that our courier would need to reach you.
Your options. Choose one:
- Reschedule at no charge to a date within 30 days. This is our recommended option.
- Store credit for the full order amount.
- Full refund to your original payment method, as long as we haven’t started preparing your order when we receive your request. If preparation has already started, you can choose a reschedule or store credit. For catering orders, the deposit isn’t refunded. It’s applied to your rescheduled event or given to you as store credit.
How to use it. Submit your request as described in Section 2, and do it as soon as you can. It must reach us before your Scheduled Time. Once the Scheduled Time has passed, this exception no longer applies. We check conditions against official National Weather Service and government sources.
Discretion. In other genuinely hazardous situations, we may also offer these options at our discretion. Examples are a Watch or an Advisory with clearly dangerous conditions, or a local emergency. We decide these case by case, and one decision doesn’t set a precedent for future orders.
If we close for weather, see Section 6.
6. Cancellations by Us
We may cancel an order if we can’t fulfill it. Examples include severe weather, an emergency, an ingredient we can’t get, equipment failure, or a pricing or listing error. If we cancel, you choose between a full refund, including any delivery fees and catering deposits, and rescheduling at no charge. We’ll let you know as soon as possible.
7. Missed Pickups and Failed Deliveries
- Pickup: your order is held until the end of your scheduled pickup window. Orders not picked up by then are forfeited, and they can’t be refunded. We may arrange a late pickup on the same day if we’re able to, but we can’t guarantee it.
- Local delivery: you’re responsible for giving us a correct address and for having someone available to receive the order. If a delivery fails because the address was wrong or incomplete, or because no one was there to receive it, the order can’t be refunded. A redelivery, if one is possible, will cost an additional delivery fee.
8. Damaged, Incorrect, or Missing Items
We stand behind our food. If your order arrives damaged, incorrect, or with items missing:
- Contact us within 24 hours of pickup or delivery, using the form in Section 2.
- Include your order number and clear photos of the item and its packaging. Please keep the product until we’ve reviewed your request.
- After we review it, we’ll offer a replacement, store credit, or a partial or full refund, whichever fits the issue.
Shipped orders: if a package arrives damaged or spoiled because of a carrier delay, report it the same way within 24 hours of delivery, and we’ll work with you and the carrier to resolve it. We can’t give a refund for packages that are delayed or lost because the shipping address was wrong, or that were left unclaimed or not refrigerated promptly after delivery.
Not covered: differences in personal taste; natural variation in handmade products (for example, small differences in color, shape, or decoration); and damage that happens after pickup or delivery, including during your own transport and storage.
9. Returns
Our products are perishable food. For health and safety reasons, we don’t accept returns. Please don’t mail or drop off any product unless we ask you to.
10. Delivery and Service Fees
Delivery fees pay for a courier that we book for your order. They’re refundable only when (a) you cancel 72 hours or more before the Scheduled Time, (b) we cancel, or (c) the courier was never dispatched.
11. Gift Cards and Store Credit
- Gift cards are non-refundable and can’t be exchanged for cash, except where the law requires it.
- Store credit issued under this policy does not expire and can be used for any future order.
12. How Refunds Are Paid
Approved refunds go back to your original payment method within 5 business days of approval. Your bank or card issuer may then take another 5–10 business days to post it. If you haven’t seen your refund after that time, first check with your bank, then contact us.
13. Payment Disputes and Chargebacks
If you have a problem with an order, please contact us first. Most issues can be resolved faster that way than through your bank. If you file a payment dispute, we may send your card issuer this policy, your order details, and our records of communication with you.
14. Changes to This Policy
We may update this policy at any time. Changes apply only to orders placed after the updated policy is posted.
15. Contact Us
Questions about an order, a cancellation, or a refund? Submit the form at https://nikkiscuisinellc.com/form/refund-request, or reply to your order confirmation.