Minnie Mouse Cake (2 Tier)

Returns, Refunds & Cancellation Policy

The Pantry

At The Pantry, your satisfaction is our priority. We understand that plans can change and issues may arise with any purchase. Our returns, refunds, and cancellation policy is designed to provide a clear and straightforward process to address these concerns, ensuring a seamless and positive experience for all our customers.

Cancellation Policy

Advance Notice Required
To cancel your order, please provide at least 24 hours’ notice prior to the scheduled delivery or collection date.

How to Cancel
You can cancel your order by contacting our customer service team via email at dalston@askthepantry.co.uk or by phone at +44 20 254 5777.

Last-Minute Cancellations
Cancellations made less than 24 hours before the scheduled time are non-refundable due to preparation and production costs already incurred.

Refund Policy

Eligibility for Refunds
Refunds may be processed if:

• An order is cancelled within the permitted time, or

• The product is incorrect, badly damaged, or has a quality issue.

Processing Refunds
Refunds will be issued to the original payment method used at checkout. Please allow up to 10 business days for funds to appear in your account.

Partial Refunds
If part of an order is returned or rejected, a partial refund will be issued based on the value of the returned item(s).

Refund Conditions

• Refunds for damaged cakes require clear photographic evidence.

• For quality-related refunds, the cake must be returned with at least 90% of the cake intact and in its original packaging.

• In cases of severe damage, the cake may need to be returned with the delivery driver for verification.

• Replacement cakes may not always be available at the time of complaint; in such cases, a full refund will be offered.

Returns Policy

Product Returns on Delivery
Customers must inspect their order immediately upon delivery or collection. If your cake is damaged, incorrect, or has spelling/design errors, please notify us within 1–2 hours of receiving your order.

Return Process
To initiate a return, contact us via:

• Email: askthepantry.co.uk@gmail.com

• Phone: +44 20 254 5777
  Please provide clear photographs of all sides of the cake.

Quality Check
Returned cakes must be at least 90% intact and in the original box to qualify for a refund or exchange. All cakes will be tested by our quality analyst before dispatching on the day. If you have any concern regarding the quality of the cake it needs to be returned with minimum of 90% size of the cake with original box, else, you do not qualify for a refund.

Handling Damaged Products
If your cake is badly damaged, please retain the cake and packaging for inspection. Subject to verification, we will refund the product and delivery fee or offer store credit, depending on your preference. Slight damages such as small smudges, minor movement of decorations, or light marks caused during transport are considered normal during third-party delivery and do not qualify for a refund or replacement.

Product Appearance & Custom Designs

• Final decoration, image placement, and handwritten messages are at the decorator’s discretion.

• Printed colours may vary slightly due to screen display differences and edible printing limitations.

• All website and menu images are for guidance only; exact replication is not guaranteed.

• Toys and accessories are subject to availability and may be substituted with suitable alternatives.

• Cake toppers are not included unless specifically stated on the product page.

Photo Cakes & Image Usage

• Printed images on sugar paper may soften or fade as they absorb moisture from cream. Photo cakes should be collected promptly and ideally consumed on the same day.

• Customers are responsible for ensuring they have permission to use any images provided and for any copyright or consent issues.

Delivery & Handling

• Deliveries are made to the door or building entrance; customers must assist with large cakes.

• Minor imperfections may occur during third-party delivery.

• Customers must check cakes upon arrival and report any issues immediately.

• While we aim for punctual delivery, delays due to traffic, weather, or other external factors may occur.

• Deliveries are made to the door or building entrance; customers must assist with large cakes.

• Customers must check cakes upon arrival and report any issues immediately.

• Minor imperfections may occur during third-party delivery.

• On receipt of your cake, you must check for any damages on arrival and if there are any issues, you will need to contact the store immediately. Please accept that cakes delivered by third parties may not be 100 per cent perfect and be prepared to overlook slight damages.

  However, if your cake is badly damaged, photos should be taken and the cake returned with the driver to the store so a refund can be processed. It may not be able to provide you with another cake at the time and all we could do is offer you a full refund. Please be prepared for this worst case scenario.

Storage & Staining Disclaimer

• Customers are responsible for ensuring suitable refrigerator space for cake storage.

• Food colouring and icing dyes are edible and safe but may temporarily stain skin and permanently stain clothing, carpets, and furniture. The Pantry is not responsible for staining or cleaning costs.

Allergy Notice

• Allergen information is displayed on product pages where applicable.

• Our kitchen handles common allergens, and while care is taken, cross-contamination cannot be guaranteed.

General Information

Customer Support Hours
Our customer service team is available from 11:00 am – 7:00 pm
📧 askthepantry.co.uk@gmail.com
📞 +44 20 254 5777

Service Interruptions
While we strive to deliver on time and as expected, service interruptions due to factors beyond our control may occur. We appreciate your understanding.

Ensuring Your Satisfaction

At The Pantry, we are committed to delivering high-quality products and great service. If any aspect of your order does not meet expectations, please contact us promptly. Your feedback helps us improve and serve you better.