Refund policy
We don't want anyone to be disappointed with their purchase or be stuck with incorrectly purchased product. As a result, we offer 30 days to return goods to us. If 30 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. We reserve the right to refuse a refund on a cake kit if we have any suspicion it has been tampered with as it is a food product.
To complete your return, we require the details from your original order or be able to track your purchase through an account on our page.
There may be certain situations where only partial refunds are granted i.e. any item not in its original condition, is damaged or missing parts for reasons not due to our error. These will be assessed at the time.
Refunds (if applicable):
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 and any reasons for this with supporting photos.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
- If the return is due to our mistake, you will receive 100% including the cost of shipping so you are not out of pocket.
- If the return is a change of mind or similar unfortunately, we cannot refund freight costs or credit card fees. Our suppliers charge us to restock product to cover handling. The total refund will be deducted 15% to cover restocking and card fees.
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 info@thecaker.co.nz
Sale items (if applicable):
Generally, only regular priced items may be refunded. Unfortunately, sale items cannot be refunded as these are generally offered at discounted rates to move stock. We can assess this at the time.
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 info@thecaker.co.nz and we will advise how to proceed.
Gifts:
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver.
Shipping
To return your product, you should contact us at info@thecaker.co.nz to get return instructions.
Unless this is our error you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.