Returns/Refunds

Returns 
Our policy lasts 7 days. If 7 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

Several types of goods are exempt from being returned. Perishable food items such as cake, icings or colourings cannot be returned.

Additional non-returnable items: 
Gift vouchers 
Deposits for bookings for classes, kids parties or cake orders. 
Shipping costs 


With regards to our plain iced cakes our refund policy is at the discretion if the manager and is dependent on the circumstances. We ask for 2 weeks notice so we can prepare your cake in time for it to be posted with confidence. We cannot accept liability for any damages or courier delays when the order is placed within this 2 week period. In the event of any damages we may ask you to send pictures of the damages so we can asses the best way forward. We may try to send a replacement if we have time or we may offer a partial refund if the cake can still be used. We need you to check the safe arrival of your cake as soon as possible. Please bear in mind that it is essentially a cake in the post so if it is left unopened for any length of time after accepting delivery (surprisingly it might be left upside down or on its side as much as we label it to within an inch of it's life!) the chances are it will be damaged. We hope with all our hearts that in the short time it is with the couriers (24 hrs) it is safe and we need you to keep it safe at your end so please open immediately to check it's ok. In the unlikely event that it is damaged please notify us immediately, we cannot help you after your event.

Please remove the packaging and check the goods as soon as they arrive. Please keep iced cakes in a cool room but NOT in a fridge or freezer. NOTE: They can be refrigerated if you need to but beware that afterwards the moisture causes the sugarpaste to 'sweat' and temporarily become sticky. This means that any packaging left on the cake may stick and damage the cake.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 
If you are approved, then your refund will be processed, and a credit will automatically be applied to your card or original method of payment, within a certain amount of days.

If for any reason your event is cancelled or you change your mind, we can only offer a refund if you have more than 2 weeks until your request date. The reason for this is that we may have started to prepare your cake or we may have turned away other orders for that date due to the amount of bookings we have. We appreciate that you may no longer need your cake but at our end we have perhaps already spent time on your order and especially if it is a colour , size or shape that we may be stuck with. Hopefully you can still enjoy a cake at home. There is also an option to freeze your cake for a later date. The cake freezes well.....When you need it simply allow to defrost for a few hours, the sugarpaste will become sticky but it will dry out again and be perfectly good to eat as will the fluffy sponge inside. 

Late or missing refunds (if applicable) 
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. 
Next contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at admin@cloudninecakecentre.co.uk.

Sale items (if applicable) 
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable) 
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at admin@cloudninecakecentre.co.uk and send your item to: Cloud Nine Cake Centre, 3 queenslie court, 133 Summerlee st, Queenslie Industrial Estate, glasgow, g33 4db, United Kingdom.

Shipping 
To return your product, you should mail your product to: Cloud Nine Cake Centre, 3 queenslie court, 133 Summerlee st, Queenslie Industrial Estate, glasgow, g33 4db, United Kingdom

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Shipping may be refunded should the item you are refunded for (due to damages) be the only item we shipped. Again shipping refunds will be at the descretion of the manager.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. Sometimes it is not feasible time-wise to send a replacement and you will be offered a refund instead.

Refund policies are very important yet sometimes sound harsh. We genuinely try our best to reach a fair agreement with our customers. In general if you simply change your mind about non-edible items, we are happy to accept returns. In the event of damages or you are somehow unhappy with your purchase we shall assess the situation individually and hopefully come to an agreement that suits both parties. We think that's fair.




 

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