Refund policy
CANCELLATION & DELIVERY POLICY
By placing an order with The k cake dessert. you (the customer) are agreeing to the terms set below.The subsequent guidelines pertain to your order before its receipt.
ORDER CHANGES:
Please ensure all details are correct when placing your order (including product and checkout options) as change requests may incur a $10 ADMIN FEE.
Why? The price of our product is based on us receiving your order and working diligently to create and decorate your order to the highest standard without requiring additional administration. We get a very high number of orders daily and put all our attention into the fulfilment of those orders. If changes need to be made to your order it will require multiple tasks and changes to production from our end to action.
CANCELLATIONS FOR ONLINE SHOP ORDERS
Cancellations Made More Than 72 hours Before Scheduled Pick-Up/Delivery:
Unfortunately, refunds are not available.However, you will receive an online K CAKE voucher of equal value to your original order, subject to our discretion.
Cancellations Made less Than 72 hours Before Scheduled Pick-Up/Delivery:
Regrettably, no refunds or credits will be issued
why ?
Our team has already dedicated administrative resources to managing your order. Our production schedule operates on a first-come, first-served basis, and your cancellation might result in a vacant slot that could have accommodated another customer. Resources like ingredients and labor have already been assigned to fulfill your order. Given that our products are customized, they aren't readily marketable elsewhere.
To cancel your order, kindly email us at hello@kcake.co.nz with your order number at your earliest convenience.
CANCELLATIONS FOR CUSTOMISED ORDER
The deposit is non-refundable.
Cancellations which require refunds will only be honored if notified 10 working days prior to delivery. Refunds or cancellations will not be given if within 10 working days of delivery. We can however postpone your cake should the date be available.
Full refunds are not provided for any reason. Due to our full schedule and our attention to detail, we spend many hours planning and preparing before even beginning on a cake.
No refunds to any order by using Afterpay for any circumstance
ORDER COLLECTION & DELIVERY:
Upon collection of your order, customers assume full responsibility for its transportation. We regret that we are unable to offer compensation for any damage incurred during or after transit. While we offer advice on the best methods for transporting products, it remains the customer's responsibility to exercise caution when moving, transporting, storing, and serving items.
To ensure optimal delivery, we have a dedicated delivery partners that handles deliveries within the greater Auckland region. In the event of any issues, please contact us promptly so we can address the matter accordingly.
If the recipient is unavailable and no secure location is available for leaving the order, our team will return the product(s) to Grafton shop. We will then liaise with you regarding further steps for collection or re-delivery. Please note that re-delivery will incur an additional charge. If we are unable to reach you or the recipient before the product's expiration date, we regret that no compensation can be provided.
PRODUCT QUALITY CONCERNS:
We take great pride in the meticulous attention and dedication invested by our entire team in fulfilling each order. Our cakes are expertly handmade by trained and talented pastry chefs. While we strive to meet our customers' expectations to the fullest, it's important to acknowledge there's room for artistic differences.
Your satisfaction with every purchase is paramount to us. However, we understand that occasional mishaps may occur. Should you encounter any issues, our response will depend on the timeliness of your communication:
Before serving/consumption: If possible, we'll address the concern before your event. Should we be informed of an issue beforehand but unable to resolve it, we'll consider replacement or offer compensation commensurate with the problem. Please note that full compensation can only be provided if the cake or product remains intact and unaltered.
During or after serving/consumption: Given the nature of our products, we recognize that informing us post-consumption may be unavoidable. In such cases: We regret that we cannot offer compensation for fully consumed cakes or products. Partial compensation may be considered for design, flavor, or overall quality issues, proportional to the extent of the problem. Please provide either photographs or return any uneaten portions for assessment.
FORCE MAJEURE OR LOCKDOWNS
During periods of lockdown, we strive to sustain our trading operations in compliance with government directives. In the event of Auckland or New Zealand being subjected to lockdowns or any other circumstances hindering our operations, we will communicate with you to discuss the status of your order, depending on its scheduled timeframe.
Any orders that we are unable to fulfill will be voided, and you will receive an online K CAKE voucher equivalent to the full value of the original order. Please note that cash refunds are not provided.
If your event is canceled for any reason and you wish to cancel or reschedule your order, kindly refer to our cancellation policy outlined above.
We have formulated this policy in alignment with guidance from the Consumer Guarantees Act. Our aim is to deliver exceptional customer service while adhering to the provisions of the Act.
Please be aware that all replacements, credits, refunds, and compensations are subject to the discretion of the management.
ALLERGY
Please be aware that we are NOT AN ALLERGY SPECIALIZED KITCHEN and all our products may contain traces of allergens including but not limited to eggs, dairy, nuts, soy, and alcohol.