Refund policy

Terms of Service

Last updated: 12 July 2026

1. Overview

This website is operated by Coco 9 ("we", "us", "our"), of Coco 9 Building, C81/18, Main Jami Road, Clifton, Karachi, Sindh, Pakistan.

By accessing this website or placing an order you agree to be bound by these Terms of Service, together with our Return & Refund Policy and Privacy Policy, which are incorporated into these Terms by reference.

If you do not agree to these Terms, please do not use this website.

2. Eligibility

You must be at least 18 years of age, or have the consent of a parent or legal guardian, to place an order.

3. Products, Photography and Descriptions

  • All products are handmade. Variation in appearance, size, weight and finish is inherent to handmade food and is not a defect.
  • Product photographs are indicative only. Colour, decorative detail and styling will differ from the item delivered.
  • Stated weights are approximate and may vary by up to 10%.
  • We may substitute decorative elements or minor ingredients of equal or greater value where an item is unavailable, without prior notice.

4. Allergens

Please read this section carefully.

Coco 9 products are prepared in a shared kitchen that handles wheat, gluten, dairy, eggs, nuts, peanuts, soy, sesame and alcohol.

We cannot guarantee that any product is free from any allergen. Traces may be present in any item, including items not listed as containing that allergen.

If you have a food allergy or intolerance, you order at your own risk. We strongly advise against ordering if you have a severe allergy. It is your responsibility to inform us of any allergy before ordering and to ask us about a specific product. We will share the information we hold, but we cannot warrant the absence of allergens.

Coco 9 accepts no liability for any allergic reaction, save where liability cannot be excluded by law.

5. Storage and Handling

Our products are perishable and contain no artificial preservatives. Cakes, cheesecakes, mousses and all cream-based items must be refrigerated immediately on receipt. Chocolates and macarons must be kept cool, dry, and away from direct sunlight and heat. Storage and consumption guidance for each product is provided on the product page and with your order.

Once an order has been handed to you or your representative, responsibility for correct storage passes to you. We are not liable for deterioration, melting or spoilage caused by improper storage, or by a delay in collection.

6. Orders, Lead Times and Acceptance

  • Placing an order is an offer to purchase. A contract is formed only when we confirm acceptance of your order.
  • We may refuse or cancel any order — including where an item is unavailable, where there is an error in pricing or description, or where we suspect fraudulent activity. In such cases we will refund you in full.
  • Same-day delivery is available on ready-made items only, for orders placed before 11:00 PM, with delivery until 12:00 AM. Same-day availability is subject to stock on hand at the time of ordering. Where a same-day item proves unavailable we will contact you to arrange a substitution, a later delivery slot, or a full refund.
  • Custom cakes require a minimum of 1 day's notice.
  • Wedding and tier cakes require a minimum of 5 days' notice.

7. Pricing, Taxes and Payment

  • All prices are shown in Pakistani Rupees (PKR).
  • Prices are subject to change without notice. The price applicable to your order is the price displayed at the time your order is confirmed.
  • Sindh Sales Tax is applied in accordance with Sindh Revenue Board rules. The applicable rate depends on your payment method: card and digital payments attract the reduced rate, and cash payments attract the standard rate, as prescribed by the SRB. The tax applicable to your order is shown at checkout and on your invoice.
  • We accept Cash on Delivery, Online Bank Transfer, and Debit & Credit Card.
  • Where a pricing error is discovered after an order is placed, we will contact you to confirm whether you wish to proceed at the corrected price or cancel for a full refund.

8. Delivery

  • We deliver across Karachi. Delivery charges are calculated at checkout.
  • Delivery slots are estimates, not guarantees. Our late-delivery guarantee applies in DHA and Clifton only — see our Return & Refund Policy.
  • You are responsible for supplying a complete and accurate address and a reachable phone number. Where delivery fails for reasons within your control, the order is treated as delivered and no refund is issued.
  • Title and risk in the goods pass to you on delivery, or on handover to any person present at the delivery address.

9. Corporate and Bulk Orders

Corporate gifting, wholesale and bulk orders may be subject to a separate quotation, minimum order value, extended lead time, credit terms and signed supply agreement. Where such an agreement exists, its terms prevail over these Terms of Service.

10. Intellectual Property

All content on this website — including recipes, product names, photographs, designs, packaging, and the Coco 9 name and logo — is the property of Coco 9 and is protected under Pakistani and international intellectual property law. You may not reproduce, distribute or commercially exploit any of it without our prior written consent.

11. Limitation of Liability

To the fullest extent permitted by law, and save in respect of death or personal injury caused by our negligence, or any liability that cannot lawfully be excluded:

  • Coco 9's total liability in respect of any order shall not exceed the amount actually paid by you for that order.
  • We are not liable for indirect, incidental, consequential or special damages, including loss of profit, loss of enjoyment, or disappointment arising from an event.
  • We are not liable for any failure to perform caused by events beyond our reasonable control, including strikes, power or fuel failure, civil unrest, security incidents, extreme weather, or act of government.

12. Your Data

Your personal information is handled in accordance with our Privacy Policy.

13. Governing Law and Jurisdiction

These Terms are governed by the laws of the Islamic Republic of Pakistan. The courts of Karachi, Sindh shall have exclusive jurisdiction over any dispute arising from them.

Nothing in these Terms limits any right you may have under the Sindh Consumer Protection Act, 2014, or any other applicable consumer protection legislation.

14. Changes to These Terms

We may amend these Terms at any time by posting an updated version on this page. Your continued use of the website after any change constitutes acceptance of the amended Terms.

15. Contact

Coco 9
Coco 9 Building, C81/18, Main Jami Road
Clifton, Karachi, Sindh, Pakistan

Email: orders@coco9.pk
Phone / WhatsApp: 031-111-26269