Tiff’s Cakes & Crafts — Returns & Refunds Policy
Every order is prepared with care. If something is wrong, please contact me promptly so I can investigate and work towards a fair resolution.
Eligibility for returns and refunds
Cakes and treats are perishable and often personalised. Returns or refunds are therefore not offered simply because you change your mind after receiving your order.
If your order is faulty, unsafe, not as described or does not match the agreed requirements, you may be entitled to a refund or another remedy under consumer law.
Personal taste preferences alone do not normally qualify for a refund where the product matches the agreed description and is of satisfactory quality.
Checking your order
Please check your cake’s appearance, wording and order details at collection or delivery, and raise any visible concerns immediately so I have an opportunity to help.
Accepting your cake does not remove your rights regarding faults that were not reasonably apparent at handover.
Reporting a problem
Please contact me through the business messaging channel used for your booking as soon as you discover an issue, preferably within 24 hours, and provide:
- Your booking name and collection or delivery date.
- A clear explanation of the problem.
- Photographs, where possible.
- Details of how the product was transported and stored.
The 24-hour request helps me investigate a perishable product; it does not replace your statutory rights. Legal timeframes for rejecting perishable goods can depend on their reasonably expected shelf life.
Returning the product
Please retain the remaining cake or treats and any relevant packaging. My normal process requires the remaining product to be returned for inspection before a refund decision is made.
Contact me first to arrange a prompt return or collection. Please do not post perishable products or dispose of them before we have discussed the issue.
If returning the product is impossible or unsafe, tell me immediately so alternative evidence and arrangements can be considered. A missing product will not automatically remove any legal entitlement.
Where a return is required because the product is faulty or not as described, I will cover reasonable return costs.
Responsibility after collection or delivery
Once you or your nominated recipient receives the order, you are responsible for its safe handling, transport and storage.
I cannot accept responsibility for damage caused afterwards by mishandling, unsuitable transport, excessive heat, incorrect storage or alterations by others.
This does not exclude responsibility for faults already present at handover, inadequate packaging or incorrect care instructions. Where I arrange delivery, responsibility remains with me until the order reaches you or your nominated recipient.
Decisions and refund methods
I will assess concerns fairly against the agreed order and available evidence. Any goodwill refund beyond your legal entitlement is at my discretion.
Where a refund is due, it will be issued without undue delay and within 14 days of agreeing your entitlement, using the original payment method unless you expressly agree otherwise. No refund processing fee will be charged.
Nothing in this policy limits your statutory consumer rights.