our policy
A legal disclaimer
The explanations and information provided on this page are only general and high-level explanations and information on how to write your own document of a Refund Policy. You should not rely on this article as legal advice or as recommendations regarding what you should actually do, because we cannot know in advance what are the specific refund policies that you wish to establish between your business and your customers. We recommend that you seek legal advice to help you understand and to assist you in the creation of your own Refund Policy.
Refund Policy - the basics
Having said that, a Refund Policy is a legally binding document that is meant to establish the legal relations between you and your customers regarding how and if you will provide them with a refund. Online businesses selling products are sometimes required (depending on local laws and regulations) to present their product return policy and refund policy. In some jurisdictions, this is needed in order to comply with consumer protection laws. It may also help you avoid legal claims from customers that are not satisfied with the products they purchased.
What to include in the Refund Policy
Generally speaking, a Refund Policy often addresses these types of issues: the timeframe for asking for a refund; will the refund be full or partial; under which conditions will the customer receive a refund; and much, much more.
Signature Orders – Cancellation
72 hours notice is required for cancellations/rescheduling and fees may be applied for materials & progress already completed. If you are rescheduling outside of the 72 hour window then there is a re-bake fee that starts at $20. If an order is cancelled & refunded, the 3% processing fee is non refundable. If you are unable to pickup your order then no refund shall be issued.
Custom orders – Cancellation
72 hours notice is required to cancel any custom order. We reserve the right to only refund 50% if your order is already in production. Cancellations made in under 72 hours will not be refunded. If you need to reschedule your order, a re-bake fee will apply if production has started. If an order is cancelled & refunded, the 3% processing fee is non refundable.
Transportation
Velvet Lane Cakes assumes no responsibility to damages once the order leaves our premises. It is the customers responsibility to handle the order with care during transport and when unboxing.
Cake Flavour
At Velvet Lane, we stand by the quality and integrity of our products. As artisans dedicated to crafting delectable confections, we prioritize using the finest, locally-sourced ingredients, steering clear of preservatives and artificial additives. We believe that every cake is a masterpiece, meticulously crafted with our unique blend of ingredients and techniques.
In alignment with our commitment to excellence, we do not offer refunds on cakes due to personal flavour preferences. However, we understand the importance of finding the perfect match for your taste buds. That’s why we encourage our valued customers to explore our tasting boxes and single serving cupcakes/cake cups available in-store. These options provide an ideal opportunity to sample our array of flavours, ensuring that Velvet Lane is the right choice for you.
We appreciate your understanding and support as we continue to uphold our unwavering standards of quality and craftsmanship. Thank you for being a part of the Velvet Lane experience!