If for any reason you are not happy with your cake order, please contact us immediately by email to hello@peggyporschen.com.
In order to qualify for redemption and for us to investigate the reason for the fault, we will ask that you return the product to us for quality inspection or provide photographic evidence within 24 hours from receipt of the order. Please note that we are not able to offer any refunds without proof of evidence.
If the product is faulty or misdescribed we will either correct the mistake or provide a replacement prior to your event. If this is not possible we will offer some or all of your money back subject to our investigation from the proof of evidence. Please state your order number in all correspondence.
Upon cake collection or delivery, customers will be asked to inspect their product and must sign to confirm they are happy with their order e.g. size, design, wording, condition and quality. Any issues must be communicated, as above, within 24 hours from receipt with images as supporting evidence.
By agreeing to our Terms & Conditions, you will take all appropriate action to follow our cake handling, storage and serving guidelines. Peggy Porschen will not be held responsible for issues arising from the guidelines not being correctly followed e.g. exposure to warm temperatures due to the cake being unrefrigerated for too long (buttercream or icing may melt) or being consumed too cold (cake may appear dry).
In the event of an issue arising at the time of the cake being cut and served, all details must be emailed to hello@peggyporschen.com within 48-hours of receipt. In order for an investigation to be opened a full written account along with photographs must be provided. Upon conclusion of an internal investigation you will be updated on our findings. A refund or compensation will only be granted in instances where the issue falls outside of what is stated in our Terms & Conditions. E.g. refunds or compensation will not be granted on account of personal taste, as this is a subjective matter. Nor will refunds be issued where evidence is clear of incorrect handling, storage or serving.
Equally, any issues raised after the 48 hr grace period may not be eligible for a refund or compensation.
Refunds will only be issued to the original credit or debit card account used by you to make the online purchase. For any such refund, legal ownership of the goods will immediately revert to us.
Please note sections 4.6 and 4.9 in our Terms & Conditions regarding the potential for slight colour variations in our handmade items. Due to the nature of our handmade offering, refunds will not be permitted on account of a reasonable variation in colouring between what has been viewed online and what has been received by the customer.
Returns of shippable products are only accepted for items that arrived damaged or in error. Should you receive a damaged or wrong item, please notify us within 24 hours and send us a photo of the damaged/wrong item by email to hello@peggyporschen.com . We may ask you to return the item(s) to us and replace or exchange them depending on the condition. We do not offer refunds for any other reason on perishable items, so please read the product description and shelf life information carefully before placing your order.
