At De Luscious, excellence in our alcoholic cakes, baked goods and your satisfaction are paramount. Recognizing that unexpected situations arise, we’ve established a clear and equitable refund process.
1. Order Cancellation and Amendment
While we understand the unpredictability of plans, we request a 2-day notice prior to the scheduled pickup or delivery time for any cancellations or changes. Regrettably, we can’t process refunds for cancellations within 48 hours of the specified time, as preparations will have commenced.
2. Issues with Cake Condition
Should you receive a damaged, defective, or incorrect cake, reach out within 2 hours. Photographic proof will be required to evaluate the situation. If we determine the fault lies with us, we’ll either replace the cake (based on availability) or process a full refund. For refunds or exchanges, the cake should remain in its original, uneaten state.
3. Concerns Regarding Non-Edible Items
For issues with non-edible items (e.g., candles or cake cutters) that are damaged or defective, please notify us within 24 hours. Photographic proof will be essential. If we’re at fault, a replacement or refund will be considered.
4. Quality-Related Concerns
Your contentment is vital to us. If our cake quality does not meet your expectations, contact us within 24 hours. We’ll evaluate the situation and, if deemed necessary, offer a replacement or a partial/full refund.
Note: Refunds in this case are determined on a case-by-case basis, and subjective matters of personal taste may not qualify for a refund.
5. Delivery Delays or Failures
De Luscious isn’t liable for late or failed cake deliveries under these conditions:
- No recipient at the given address during delivery.
- Incorrect address or contact details provided.
- The named recipient is not present.
For unforeseen delays beyond our control, De Luscious isn’t responsible for any claims. However, if internal delays occur, we’ll connect with you to discuss alternative arrangements. Understand that once handed to our delivery partner timely, we can’t control further delays nor offer refunds or rescheduling.
It’s wise to factor in potential delays when choosing a delivery slot. For strict timelines, consider self-pickup or an earlier delivery.
6. Refund Processing Time
Upon refund approval, allow between 7-14 business days for the amount to revert to your initial payment method.
Thank you for Choosing De Luscious
With our commitment to premium alcoholic cakes and stellar service, we aim to ensure every De Luscious experience is exceptional. Our Cancellation and Refund Policy is designed to address unforeseen situations transparently.
Your patience and understanding are valued as we endeavor to offer memorable cakes for all your celebrations.