Refund & Returns Policy

Refund & Returns Policy
Effective Date: 12/11/2024

Tree Cake Ltd is committed to ensuring customer satisfaction. If you are not entirely satisfied with your purchase, we are here to help. Please review our comprehensive refunds and returns policy below for details on how to initiate a return, the conditions and timeframes for returns, and our refund process.

1. Eligibility for Returns

We accept returns and refunds for the following cases:

  • The product was damaged or defective upon delivery.
  • The incorrect product was delivered.
  • The product does not meet the description provided on the website.
  • The product remains unopened and in its original packaging.

Due to the perishable nature of our products, we cannot accept returns for items that have been opened or partially consumed, unless there is a clear defect or quality issue.

2. Conditions for Returns

  • Timeframe: To be eligible for a return, you must contact us within 14 days of receiving your order.
  • Packaging: Products must be returned in their original packaging with all labels intact.
  • Proof of Purchase: A valid proof of purchase (e.g., order confirmation email or receipt) is required.

3. Items Not Eligible for Return

  • Opened or partially consumed food items.
  • Products returned after the 14-day eligibility window.
  • Products damaged due to misuse, neglect, or improper storage by the customer.
  • Custom or personalized orders unless they are defective or incorrect.

4. How to Initiate a Return

To initiate a return, follow these steps:

  1. Contact Us: Email our customer service team at [email protected] with the subject line “Return Request – [Your Order Number].” Provide the following details:
    • Your full name and contact information.
    • Order number and purchase date.
    • Reason for the return (include photos if the product is damaged or defective).
  2. Await Approval: Our team will review your request and respond within 3 business days. If your return is approved, you will receive detailed instructions, including the return address.
  3. Return the Product: Ship the product to Tree Cake Ltd, 12 Norwood Gardens, Southwell, NG25 0DS, United Kingdom using a trackable shipping method. You are responsible for return shipping costs unless the product was damaged or incorrect.

5. Refund Process

Once we receive and inspect the returned product, we will notify you of the approval or rejection of your refund:

  • Approved Refunds: Refunds will be processed to your original payment method within 7–10 business days of return approval.
  • Partial Refunds: If the returned item is not in its original condition, or parts are missing due to the customer’s actions, we may issue a partial refund.
  • Rejected Refunds: If the return does not meet our conditions, you will be notified, and the item will be sent back to you at your expense.

6. Exchanges

We do not offer direct exchanges. If you wish to replace an item, please follow the return process and place a new order for the desired product.

7. Damaged or Defective Products

If your product arrives damaged or defective:

  1. Take photos of the damaged product and packaging.
  2. Contact us at [email protected] within 48 hours of receiving the product.
  3. We will offer you one of the following options:
    • A replacement product (at no additional cost).
    • A full refund, including any shipping fees paid.

8. Costs and Fees

  • Return Shipping Costs: Customers are responsible for return shipping costs unless the product was damaged, defective, or incorrect.
  • Restocking Fees: No restocking fees apply.

9. Contact Information for Support

If you have any questions or concerns about your return or refund, please contact us:

  • Email: [email protected]
  • Address: Tree Cake Ltd, 12 Norwood Gardens, Southwell, NG25 0DS, United Kingdom
  • Business Hours: Monday–Friday, 9:00 AM–5:00 PM.

10. Your Consumer Rights

This policy does not affect your statutory rights under the Consumer Rights Act 2015. If your product is faulty or not as described, you may be entitled to a refund, replacement, or repair under UK law.

Tree Cake Ltd reserves the right to update or modify this refunds and returns policy at any time. Updates will be published on treecakes.co.uk.