Return & Refund
- RIGHT OF WITHDRAWAL
There is no right of withdrawal (the “Right of Withdrawal”) for personalised or food based Goods after you have placed your order.
For services such as training classes or workshops you have the right to cancel within 14 days of the date you placed your order, after this period there is no rRght of Withdrawal.
For non personalised Goods or non food based Goods, EU citizens you have the standard 14 days Right of Withdrawal from the date you receive the Goods.
To exercise the Right of Withdrawal, you can contact our Sales Representatives (telephone number and email address indicated on our Website using the form found in Annex 1 Retract Form at the end of this document) to obtain a return number (RN), which we will confirm in writing via post or email. Alternatively, you must inform us in writing using the form found in Annex 1 Retract Form at the bottom of this document to the address provided on the Website of your decision to withdraw from this contract sent by post within the 14 day period.
Refunds are only available if you have the right of withdrawal.
Any refunds as applicable will be processed after return of the goods in original condition with original packaging. All goods must be returned within 14 days of you providing your notice, if we do not receive the returned goods within 14 days no refund will apply.
We will carry out such refund using the same means of payment as you used for the initial transaction, unless we have expressly agreed otherwise
You will bear the cost and risk of the return of products and goods unless the goods were faulty or damaged on delivery.
The Customer will be liable for any decrease in the value of the product if the deterioration is caused by a use beyond the ordinary quality inspection and functional testing of the product. Quality inspection and functional testing is understood to mean the testing of the product as one would usually do in a retail outlet. Consequently, if the product is damaged, The French Cake Company will deduct the cost of refurbishment or replacement from the refund.
- DAMAGED OR WRONGLY DELIVERED GOODS
We are unable to exchange, or accept return of customised or edible Goods which have been damaged in transit, but will offer a full refund of purchase price of the Goods in this situation following proof of damage including a full description and photos.
We will offer you a refund of the full purchase price, including the cost of delivery for sending the goods to you, and the cost of returning the goods to us where applicable, provided that you return the goods to us and the conditions set out in section 21 are met. We must also be reasonably satisfied that:
the goods have not suffered damage after delivery;
the goods have not been misused or used other than in accordance with the instructions; and
the problem is not due to normal wear and tear.
In addition to the requirements of refund, the goods in terms of which you are claiming a refund must have:
been damaged on delivery;
been delivered in a faulty condition;
have been delivered to you in error.
- PROCESSING REFUNDS
We will examine any returned Goods and will notify you about your refund or replacement item via email within 14 days of you returning the goods to our offices. Refunds will be made by crediting the payment card or electronic payment account you used to purchase the Goods.