Velvet Bakehouse Refunds Policy
This is the boring fine print, and like any business we have to include it. However, our first priority is the satisfaction and happiness of our customers, as we strongly believe this is the backbone of good business. If you have a problem with any product purchased from Velvet Bakehouse, or you have an issue with the level of service you believe you have received, please contact us immediately so we may take steps to rectify the situation. We want your experience to be a positive one, and if it is anything other than that, please give us the opportunity to change it.
Happy shopping!
The Velvet Bakehouse Team.
Refunds & Returns
Velvet Bakehouse will replace the goods you purchase if the goods you purchase:
• are not of merchantable quality (i.e. if your cupcakes are damaged at time of delivery – but not if you simply do not like the taste or decoration of the cupcakes)
• are not free from defects.
Please note that all food products are perishable, so Velvet Bakehouse expects that you take due care to properly store the goods in accordance with the nature of the product. If you are not clear on this, please check with us first.
This is your responsibility. We cannot accept responsibility if food is stored in conditions that are not appropriate.
If you find you have a legitimate problem with products you purchase from Velvet Bakehouse, please contact us immediately to explain the fault or problem. Where possible and reasonable we will do our best to keep our customers happy and satisfied with the product(s) they have purchased.
Velvet Bakehouse is not required to provide you with a refund if you have simply changed your mind or you find a similar item priced more cheaply elsewhere.
Velvet Bakehouse may require a receipt and personal identification for proof of purchase.
In the event that we do refund you (as opposed to replace goods) for orders placed online or over the telephone - we will credit back the original credit card on which the order was purchased. Alternatively, we will issue you with a credit voucher.
Cancellation of Orders
Pursuant to the terms above, if you need to cancel your order, at our discretion money can be refunded less a $15 administrative fee, ONLY IF notice is received by Velvet Bakehouse 24 hours prior to the scheduled delivery date.
Cancellations received with less than 24 hours notice will be charged at 50% of the total order value.
To assist with a speedy resolution of your cancellation request, please advise if you wish to receive a Gift Voucher (which can be used for future Velvet Bakehouse purchases), or if you would prefer to receive a direct credit card refund (credit card orders only).
You will receive an email confirmation once your order cancellation has been processed.
IMPORTANT: ORDERS CANNOT BE CANCELLED ONCE THEY HAVE BEEN DISPATCHED from our kitchen.