Refund policy

At The Tiramisu Craft Company, we prioritise the integrity of our desserts and the reduction of food waste. We believe in delivering and handing to our customers high-quality, fresh products without compromising on our ethical standards. Unlike others that might make exceptions to prioritise customer relations over ethics, we stand firm in our commitment to minimise waste. 

This policy reflects our dedication to ensuring that every dessert reaches you in perfect condition, and to our greater mission of reducing food wastage in a world where many people go hungry.

 **Cancellation and Refund Policy:

Cancellations are not accepted within the last 48 hours before the scheduled delivery time, this term of our policy ensures that all cakes and desserts, freshly prepared to order, maintain their quality and freshness. 
Last minute cancellations would compromise these standards.

**Refunds:

Full Refunds are not available within 48 hours of the scheduled delivery time unless specific conditions apply, as outlined below.  
This timeframe ensures that our freshly made products are delivered with the expected quality.

**Delivery Issues:

Delivery Fee Refund:  
If a complaint is raised regarding the delivery of our service, such as an unexpected significant delay of delivery, customers may request a refund for the delivery fee which will be assessed by our delivery partner at the time, 
Eventually note that once the product is accepted, all complaints and refund enquiries will be evaluated and investigated accordingly to determine the fault and issue an appropriate refund.

**Damaged or Dented Cakes:

If a customer receives a damaged or dented package that compromises the integrity of the dessert, the customer may take complementary picture as proof and evidence to establish a solid base of complaint and proceed to engage with us via email so we can investigate further. 

The Tiramisu Craft Compamy engages itself to treat all complaints and reports with the same level of care and seriousness, our customer service will always review the delivery journey to determine the cause of the damage.  

If it is found that the damage was due to poor packing or mishandling during delivery, a partial refund may be issued accordingly.

**Taste Concerns: Refund & Compensation 

At The Tiramisu Craft Company, we take great pride in the quality, freshness, and taste of our desserts. However, we understand that issues may arise, and we are committed to addressing them fairly.

1. Refund Eligibility & Process

Only the concerned department will assess and issue refunds at the correct estimated compensation.

If a taste concern is raised, The Tiramisu Craft Company will issue a full refund for the product and may also send a replacement as a goodwill gesture.

We always retain a sample of all ingredients and components used in our recipes for 36 hours after dispatch. This allows us to investigate the source of any complaints.

For extended deliveries, this period extends to 48 hours.

Past these timeframes, we may not be able to guarantee the full original taste of our tiramisu.

2. Handling & Storage Guidelines

Tiramisu is a delicate dessert that requires constant refrigeration and careful handling.

Once delivered, if not consumed immediately, it must be stored in a fridge at an average temperature of 3 to 5°C to maintain its quality.

3. Tracking & Customer Responsibility

We keep a detailed record of each order’s condition by storing pictures:

Before dispatch

During transit

Upon arrival in the customer’s hands

Once the customer has signed for the delivery, the product becomes their responsibility.

Delivery fees are non-refundable, as per our delivery partners’ policies once it has been completed.

4. Addressing Quality Concerns

If a customer expresses dissatisfaction regarding taste, quality, freshness, or condition, we will conduct an investigation.

If an error is found on our part, The Tiramisu Craft Company will:

Fully refund the item

Dispatch a replacement as a gesture of apology

Cover the delivery fees for the replacement order

5. Taste & Quality Standards

We recognise that taste is subjective, but simply disliking the flavour does not qualify for a refund.

If a customer believes the quality is compromised, they must provide photo evidence to support their claim for further investigation

If the cake’s texture meets our standard and remains largely intact, it is likely a matter of personal preference, and no refund will be issued in such cases.

We appreciate your understanding and trust in The Tiramisu Craft Company! If you have any concerns, please reach out, and we will do our best to assist you.

This revision keeps everything clear and professional while ensuring customers understand the policy in detail. Let me know if you’d like to tweak anything further!

**Late Deliveries:

We strive to deliver on time. However, in the event that a driver exceeds the delivery window by more than an hour without your agreement or consent, you are eligible for a refund of the delivery fee.  

If the delay is due to circumstances beyond the driver’s control, such as traffic or unforeseen events, and concerned customer was informed, the refund request may be refused.  

By placing an order, you acknowledge the possibility of delays, although our partners and us are fully dedicated to ensure a smooth, efficient and satisfying delivery experience to all our customers .

**Final Notes:

All our products are made fresh to order to ensure the highest quality.  

We ask that customers consider the nature of our handmade, perishable products when placing orders.  
If you have any questions or concerns about our policies, please feel free to contact us.

This policy is designed to be clear, fair, and aligned with the values of The Tiramisu Craft Company, ensuring a positive and transparent experience for all our customers.