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Returns & Refunds Policy - Cake Shop Solihull

This policy outlines the terms and conditions for returns and refunds at The Cravery, cake shop solihull and Birmngham. Our aim is to ensure customer satisfaction while maintaining fair and clear guidelines for all transactions.

1. Our Commitment in cake shop solihull

At The Cravery, we are dedicated to providing our customers with exceptional cakes and high-quality service. This policy outlines the procedures for addressing any concerns you may have with your order. We aim for a fair and transparent process, and we appreciate your cooperation in helping us resolve any issues effectively.

2. How to Report an Issue

To ensure that your concerns are documented and addressed promptly, all complaints or issues must be reported via email to info@thecravery.co.uk

Please include the following information in your email:

  • Your full name and contact information
  • Your order number
  • The date of your order
  • A detailed description of the issue
  • Clear photographic evidence of the issue, including images of the cake as a whole and the specific area of concern

Complaints made via social media, telephone, or in person will not be considered official. This email-only policy ensures that all communication is clearly recorded.

3. Product Return for Inspection in Cake Shop Solihull

For any complaint regarding the quality, appearance, or any other aspect of your cake, the product must be returned to our factory for inspection. This is a mandatory step for any resolution to be considered. 

  • No Collection Service: Please be aware that we do not offer a collection service for returned products. It is the customer’s responsibility to bring the cake to our factory.
  • Return Address: The Cravery Cakes Ltd, Units 29 – 36, Good & Fine Trading Estate, George Street, Birmingham, B12 9RG
  • Return Hours: Monday-Friday: 9:00 AM – 2:30 PM, Saturday & Sunday: 8:00 AM – 9:30 AM
  • Timeframe for Return: The cake must be returned within 24 hours of the initial complaint for a full inspection to be conducted.

4. Case Scenarios and Resolutions

We have outlined various scenarios to provide clarity on how different issues will be handled.

4.1. Visual Appearance and Design - Money Back

Guarantee We offer a money-back guarantee, no questions asked, if you are genuinely dissatisfied with the visual appearance of your cake. This guarantee is contingent upon the full and complete return of the cake, substantially uneaten and undamaged, to our factory for inspection within 24 hours of the initial complaint. This policy applies even if the cake was initially accepted at the time of delivery. Upon verification of the cake’s condition as returned (i.e., substantially uneaten and undamaged), a full refund will be processed to the original method of payment.

  • Bespoke Nature of Cakes: Each cake is a handmade, artistic creation. While we strive to match inspiration images and design specifications, exact replicas are not possible. Variations in colour, style, and minor details may occur. However, if you are genuinely dissatisfied with the visual outcome and return the full cake in the condition specified above, your money-back guarantee will be honored. This ensures customer confidence while protecting against consumption and return.

4.2. Edible Quality and Taste

We take great pride in the taste and quality of our cakes. However, if you are not satisfied with the edible quality, please follow these steps:

  • Notification: Notify us via email within 24 hours of delivery.
  • Return for Inspection: You must return the entire cake for our team to conduct a thorough inspection. Even if only the first piece has been cut and tasted, the full cake must be returned immediately without further consumption.
  • Subjective Taste: Please note that personal preferences for sweetness, texture, or flavour are subjective and will not be considered grounds for a refund.
  • Resolution Process: If our inspection confirms a tangible fault with the cake (e.g., it is undercooked, contains incorrect ingredients, or shows signs of spoilage), we will offer a resolution. This may be a full or partial refund, or store credit, at our discretion. No refund will be issued if the cake is not returned or if no fault is found.

4.3. Incorrect Order

If you receive the wrong cake (e.g., incorrect flavour, size, or a completely different order), please notify us immediately upon delivery.

Resolution Process: You must return the incorrect and uneaten cake to our factory. Upon confirmation of the error, we will provide you with the correct cake as soon as possible. If a replacement is not feasible, a full refund will be issued.

4.4. Damage to the Cake

  • Damage During Our Delivery: If we are responsible for delivering your cake, we guarantee its arrival in perfect condition. Please inspect the cake upon receipt. If any damage has occurred during transit, notify us immediately. We will arrange to repair the cake or, if necessary, provide a replacement.
  • Damage After Customer Collection/Delivery: The Cravery is not responsible for any damage to the cake after it has been accepted by the customer or a designated representative. We provide clear instructions for the safe handling and transportation of our cakes, and we strongly advise you to follow them.

4.5. Allergic Reactions and Allergen Information

Allergen information and ingredient details are clearly listed in the product description for every cake we offer. It is the sole responsibility of the customer to review this information carefully before placing an order.

  • No Accommodation for Allergies: The Cravery does not cater to specific allergen requirements or provide allergen-free products. All products are prepared in an environment where major allergens are present.
  • Customer Responsibility: Customers must read and understand all allergen and ingredient information provided in the product description before purchasing. By placing an order, you acknowledge that you have reviewed this information and accept any associated risks.
  • No Liability: The Cravery cannot be held liable for any allergic reactions or adverse health effects resulting from the consumption of our products. We are not responsible for any claims, damages, or medical costs arising from allergies, whether declared or undeclared at the time of booking.

5. Refunds and Store Credit

All eligible refunds and store credits will be processed according to the terms outlined below.

  • Processing: All refunds will be processed after the cake has been returned and inspected by our team. Refunds will be issued to the original method of payment within 7-10 business days.
  • Discretion: For issues other than visual appearance dissatisfaction with a full cake return, The Cravery reserves the right to determine the most appropriate resolution, whether it be a refund, store credit, or replacement. Furthermore, The Cravery reserves the right to refuse any refund or resolution if the conditions outlined in this policy are not met.

6. Customer Service

If you have any concerns about the customer service you have received, please contact us via email. We are committed to providing a professional and respectful experience for all our customers and take all feedback seriously.

7. Legal Protection

The Cravery reserves the right to seek legal counsel in the event of fraudulent claims, defamation, or harassment. This policy is governed by the laws of England and Wales.

FAQ'S

Can I collect my cake instead of opting for delivery?

Yes, absolutely! We offer convenient cake collection options from our Birmingham factory, giving you more flexibility to suit your schedule.

We offer two daily collection windows:

  • Any-day collections: 9:00 – 9:30 am (available 7 days a week)

  • Same-day collections: 2:00 – 2:30 pm (for orders placed before 11:00 am)

These short windows help us maintain food safety and operational efficiency.

Collections take place from our Birmingham factory:
Units 29–36, Good & Fine Trading Estate, 14–20 George Street, B12 9RG

Please bring your order confirmation email to help us locate and confirm your order quickly.

Yes! In addition to our factory, you can collect from Walsall City Centre on:

  • Wednesdays and Saturdays

  • 10:30 – 11:00 am collection slot

This is ideal if Walsall is more convenient for you.

Yes, both our Birmingham and Walsall collection options operate on weekends. Please refer to the specific timings above for each location.

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