Refund policy

 

CANCELLATIONS AND REFUND POLICY

1. Due to the perishable nature of our products and how we are unable to control how our products are transported and stored once they leave our shop, Audrey's does not accept returns, provide refunds or exchanges. If, for some reason, you are unsatisfied with your purchase and feel it does not match your expectations, please contact our Customer Service Team by emailing audreyspastries@gmail.com. WITHIN 2 DAYS of the date you picked up your order and provide the following information: order number, photos of all angles including product and packaging, a detailed description of the issue and information on how your item was transported and stored. We will make every effort to address your concerns and make sure you are happy with your experience with us. Due to the perishable nature of our product, all claims submitted after the 48 hour pick up window or without proper photos, order number, transportation and storage information will not be eligible for re-order or credit. Circumstance pending, Audrey's will issue a credit or re-order. We do not accept returns, refunds or exchanges on gift items including any perishable products.

2. To cancel an unfulfilled Contract or order, you must inform us in writing. You must also return the non-perishable products to us as soon as reasonably practicable, and at your own cost. You have a legal obligation to take reasonable care of the products while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation.

3. You will not have any right to cancel a Contract or order for the supply of any of the products which are perishable (i.e. for the avoidance of any doubt any of the Products which are food or drink based) and / or intangible (i.e. digital goods that can be easily dissiminated upon purchase).

4. Any downpayment made for custom orders is non-refundable.

5. If you return a Product to us:

(a) because you have cancelled the Contract between us within the seven-day cooling-off period (see clause 4.1above), we will process the refund due to you as soon as possible and, in any case, within 30 days of the day on which you gave us notice of cancellation. In this case, we will refund the price of the Product in full, and any applicable delivery charges. However, you will be responsible for the cost of returning the item to us.

(b) for any other reason (for instance, because you have notified us in accordance with clause 19 that you do not agree to a change in these terms and conditions or in any of our policies, or because you consider that the Product is substandard or otherwise defective), we will examine the returned Product and will notify you of your refund via e-mail within a reasonable period of time.  We will usually process the refund due to you as soon as possible and, in any case, within 30 days of the day we confirmed to you via e-mail that you were entitled to a refund. We will refund the price of a substandard or otherwise defective Product in full, any applicable delivery charges and any reasonable costs you incur in returning the item to us. 

6. We will usually refund any money received from you using the same method originally used by you to pay for your purchase.

7. For booking cancellations greater than six week’s notice prior to your event date or event, –where specially ordered items or work was already undertaken in accordance with your order will require payment.

8. For cancellations with less than six weeks’ notice before the completion date, the full balance will still be due.