Refund and Returns Policy

CAKES & PERISHABLE ITEMS

As a company policy, we do not offer full refunds for our pastry unless there is an issue where we are found to be at fault.

If you are unsatisfied with your pastry, please get in touch with a member of management through pastrypassionshome@gmail.com within 24 hours of your collected/delivered pastry with the reasons why you are unsatisfied and any photographic/video evidence of issues with the pastry. It is then at our discretion whether you are offered a percentage off of your next order, money back, or store credit to be used against a future purchase with us. As taste and texture are subjective, we would not offer credit, money back, or a percentage off for these as reasons.

We cannot be held liable for any damages to pastry’s once confirmation of delivery has been sent to us.

If you collect your pastry from us, we cannot be held liable for any damages to the cake or products once they have left our premises. When you collect a pastry, please ensure that your vehicle has a flat surface and is clean and tidy. Our cakes can be very fragile, so we advise to drive slowly and ensure that your cake cannot move around in the vehicle.

We will always endeavour to deliver within the given time slot, however as we use a third-party delivery service, delivery timings cannot be guaranteed. Refunds will not be given for delayed deliveries and any delivery complaints will be forwarded to our delivery service provider.

CANCELLATIONS

We understand that plans can change and will always strive to help you to make changes to your order date/time whenever possible.

All cancellations must be made via email to pastrypassionshome@gmail.com prior to 2 pm, 3 business days before your event or scheduled pastry. Cancellations left on our voicemail will not be counted. Cancellation fees are as follows:

Less than 3 business days notice you will be charged 100% of the order value (no delivery fee will be charged)

24 hours notice you will be charged 100% of the order value and the delivery fee.

To ensure the quality and freshness of our pastry’s remains to our high standard we will dispose of any cake or baked item that is not picked up within 48 hours after the due time and you will be liable for the full amount of your order.

Cakes that are not collected will NOT be refunded. Orders that require delivery and cannot be delivered due to customer’s wrong information or availability will be taken back to Pastry Passions and stored there until notice from the customer. The customer is liable for the re-delivery fee.

WEDDINGS & EVENTS

Life is unpredictable, wherever possible we will happily reschedule your wedding cake for a later date.

If you would like to cancel your wedding cake, the following applies:

·         More than four weeks-notice we will retain the 25% deposit fee but release the remaining balance

·         Four weeks-notice you will be charged 50% of the remaining balance

·         Less than two weeks-notice you will be liable for 100% of the remaining balance