Effective Date: September 09, 2024
Website: creamyandcrumbly.com
Business Name: Creamy and Crumbly
Business Address: 1210 Wien, Donaufelder Str. 54
Contact Email: [email protected]
At Creamy and Crumbly, we strive to ensure customer satisfaction with our products and services. This Refunds and Returns Policy outlines the process, conditions, and timeframes for product returns and refunds. Please read it carefully, as it applies to all transactions on our website.
1. Products Covered
This policy applies to the following categories of products sold on creamyandcrumbly.com:
- Digital Recipes and Recipe Books: Downloadable digital products (non-physical).
- Baked Goods: Physical products such as cakes, cookies, and other baked goods.
- Baking Services: Custom orders for events or specific requests.
2. Refunds and Returns for Digital Products
a) Non-Refundable Policy:
Due to the nature of digital products, all sales of digital recipes and recipe books are final and non-refundable. Once purchased and downloaded or accessed, digital products cannot be returned or refunded.
b) Technical Issues:
If you experience any technical difficulties accessing or downloading your digital products, please contact us at [email protected] within 7 days of purchase. We will work with you to resolve the issue promptly.
3. Returns and Refunds for Physical Baked Goods
a) Non-Refundable and Non-Returnable Policy:
Due to the perishable nature of baked goods, we cannot accept returns or offer refunds on products once they have been delivered. We take great care to ensure that all orders are prepared and packaged with the highest quality standards.
b) Quality Concerns:
If there is an issue with the quality or freshness of your baked goods, please contact us within 24 hours of receiving your order at [email protected]. We will assess the situation and may, at our discretion, offer a replacement or store credit.
c) Damaged Goods:
If your order arrives damaged, please take photographs of the damaged product and packaging, and email them to us at [email protected] within 24 hours of delivery. We will review the claim and may offer a replacement or a refund based on the extent of the damage.
4. Baking Services Refund Policy
a) Custom Orders:
For custom baking services, including cakes or other baked goods for events, a 50% non-refundable deposit is required at the time of booking. The remaining balance is due upon completion of the order.
b) Cancellations:
- If You Cancel: If you need to cancel a custom order, please notify us at least 7 days before the scheduled delivery or pickup date. If you cancel within this timeframe, we will refund any amount paid over the non-refundable deposit.
- If We Cancel: In the rare event that we are unable to fulfill your order, you will receive a full refund, including the deposit.
5. Initiating a Return or Refund Request
a) Contact Us:
To initiate a return or refund request, please contact our customer service team by email at [email protected] with the following information:
- Your name and order number.
- The product(s) you wish to discuss.
- A brief description of the issue or reason for your request.
- For baked goods, please include photographs of any damage or quality issues.
b) Response Time:
We will acknowledge your request within 48 hours of receiving your email. Our team will assess your request and respond with the next steps, which may include a replacement, refund, or store credit.
6. Return Shipping Costs (for Non-Perishable Items Only)
If you are returning any non-perishable items (such as baking tools or merchandise), you will be responsible for covering the shipping costs unless the return is due to an error on our part (e.g., incorrect or defective product). Return shipping costs are non-refundable.
7. Refund Processing Time
- Digital Products: Refunds are not applicable.
- Baked Goods: If a refund is approved due to quality issues, we will process it within 5-7 business days after confirming the issue.
- Custom Baking Services: Approved refunds for cancellations or other reasons will be processed within 7-10 business days of the cancellation or review decision.
Refunds will be issued using the original payment method, and you will receive a confirmation email once the refund is processed.
8. Contact Information for Customer Support
If you have any questions, concerns, or need assistance with a return or refund, please reach out to us:
- Email: [email protected]
- Address: 1210 Wien, Donaufelder Str. 54
- Business Hours: Monday to Friday, 9:00 AM – 6:00 PM (CET)
We are committed to providing excellent customer service and ensuring that you have a positive experience with Creamy and Crumbly.
This Refunds and Returns Policy is designed to be transparent and fair for both our customers and our business. Thank you for your understanding and continued support!