Returns and Refunds Policy

1. Scope and consumer rights

This policy covers cakes, cupcakes, cupcake bouquets, desserts and food gift boxes ordered from Criollo Designer Cakes through our website or directly. We handcraft products in Dunedin for collection or agreed local delivery.

We do not offer returns, exchanges, credit or refunds simply because a customer changes their mind or does not personally like the product. Orders cancelled before collection or delivery are dealt with under the cancellation section below.

Nothing in this policy excludes or reduces rights under the Consumer Guarantees Act 1993, the Fair Trading Act 1986 or other applicable New Zealand law. The cancellation charges and non-refundable deposit do not override a legal right to a refund or another remedy.

2. Change of mind and personal preference

Our food is perishable and often personalised. A preference for a different flavour, sweetness, texture, colour or style does not itself establish a fault where the product meets the agreed description and acceptable quality requirements. Reasonable variations in handcrafted decoration are covered by our Terms and Conditions.

Eating the product and later saying that you or your guests did not like it does not, by itself, establish an entitlement to a refund. A genuine quality, safety or order-accuracy issue is assessed on the facts and applicable consumer law.

3. Report a concern and stop consumption

Inspect the order at collection or delivery wherever practical and raise a visible issue before leaving or serving it. If you later notice a suspected fault, stop eating and serving the product immediately and contact us as soon as reasonably practicable. Do not continue using the product and then expect an automatic refund.

Email criollo.designer.cakes@gmail.com with your name, order reference or proof of purchase, due date, a specific description of the concern, when it became apparent, and how the product was transported, stored and served. Supply clear photographs or video of the product, packaging and issue where reasonably available. For an urgent concern, also call or text 022 021 7238.

4. Preserve the product for assessment

If the product is intact, preserve the whole product for inspection and return. If cutting or tasting first reveals the suspected fault, retain every available portion, including cut and uneaten portions and relevant decorations, together with packaging where available. Do not deliberately alter or discard evidence. Keep food safely according to its care instructions and contact us to arrange inspection or return.

We may reasonably request the product and supporting information to assess the claim. Tell us promptly if retaining or returning food would be unsafe or impractical. A requirement for an untouched, unopened or complete uneaten cake does not apply where it would remove a statutory right. Consumption, disposal, delay or deterioration may affect the available evidence and remedies under the law; each case is assessed individually.

5. Assessment and supporting evidence

A complaint or a physical return does not automatically establish fault or approval of a refund. We will review the available evidence, may ask reasonable questions, and may inspect the product to establish whether it failed the agreed description or a consumer guarantee, and whether later handling or storage caused the concern.

Please give us a reasonable opportunity to investigate and, where the law permits, put the issue right. Claims must be supported by relevant evidence sufficient to reasonably establish the issue. If a reasonable assessment does not establish a valid claim, we may decline the requested remedy and explain our reasons. All decisions remain subject to applicable consumer law.

6. Repair, replacement and refund remedies

For a minor fault that can be remedied, we may choose repair, replacement or refund. We must provide that remedy at no charge and within a reasonable time, taking account of the food and its agreed occasion. There is no automatic right to insist on a refund instead of a suitable lawful remedy.

For a substantial failure, an unsafe product, or a problem that cannot be remedied, applicable law may allow you to reject the product and choose a refund or replacement. You may instead be entitled to keep it and claim compensation for reduced value. Further remedies may also arise if a minor fault is not put right within a reasonable time. We cannot require you to accept repair or replacement first when the law gives you the choice.

Reasonably foreseeable losses may also be recoverable where consumer law provides. A disagreement about responsibility does not prevent either party from using an independent assessment or a legal dispute-resolution process.

7. Return arrangements and costs

Contact us before arranging a return. Where inspection or a lawful rejection requires a return, we will agree safe return or collection arrangements for the whole product, or all available portions where it has already been cut or partly consumed before the issue was identified. We do not operate a public walk-in returns counter, and perishable food must not be posted.

For a valid claim, reasonable necessary return or collection costs are covered. A statutory refund is not reduced by a deposit, restocking charge or administration fee. Inspection and return arrangements must not be used to delay or deny a remedy required by law.

8. Refund method and processing

A refund normally goes electronically to the original payer or a verified bank account, unless the law requires or the person entitled agrees to another arrangement. We process refunds without undue delay and within a reasonable time after establishing entitlement and the necessary payment details. We will confirm the expected timing; banks or payment providers may take additional time to show the funds.

A required monetary refund will not be replaced by a voucher or store credit without your agreement.

9. Customer cancellations before the due date

Send cancellation notices to criollo.designer.cakes@gmail.com. Cancellation takes effect when we receive the written notice. Include your name, order reference and due date.

More than 7 working days before the due date: we offer to refund payments above the NZ$50 non-refundable deposit for each cancelled cake. For other products, we deduct only the deposit identified in the accepted quotation.

On or within 7 working days before the due date: customer cancellation does not qualify for a refund, partial refund or credit, subject to any mandatory legal rights.

These rules cover cancellations because of a change of plans, an event cancellation or no longer needing the product. They do not determine remedies for a faulty product or an order we cannot fulfil.

10. How days and payment deadlines are counted

For this policy, working days follow the special definition in our Terms and Conditions: Monday through Sunday, excluding only holidays previously declared by Criollo. The due date itself is excluded when counting backwards. The due date is the agreed collection or delivery date. Dates and appointments use New Zealand local time.

Banking days are ordinary New Zealand bank business days, excluding weekends and public holidays. They are different from our defined working days.

The order balance is due 10 working days before the due date. If payment is late, we may pause work and give written cancellation notice. The applicable cancellation outcome depends on when cancellation takes effect, as set out in our Terms and Conditions.

11. Changes, postponements and missed collection

Ask for changes or a new date in writing. A change takes effect only when agreed in writing and may depend on availability, production progress and an adjusted price. If you decide to cancel because an alternative cannot be agreed, the customer cancellation rules apply.

Failure to collect an order or use the product does not by itself create a refund entitlement. Contact us promptly if you cannot attend the appointment. Any right arising from our own failure or from consumer law remains available.

12. If Criollo cannot fulfil the order

If we cannot fulfil an accepted order, we will contact you and discuss available alternatives. If no replacement, postponement or other solution is reasonably acceptable to you, we offer a full refund for the affected order, including its deposit.

You do not have to accept a voucher instead of a refund to which you are legally entitled. Events outside reasonable control do not remove mandatory consumer rights.

13. Product care, designs and dietary requests

Follow the transport, storage and care instructions supplied for your order. Damage or deterioration caused by mishandling, heat, unsuitable storage or other events after completed handover is not itself a product fault for which we are responsible. This does not excuse a problem that existed when supplied or our own failure to meet a legal obligation.

Small variations in handcrafted decoration, colour and appearance can occur. Reference photographs guide the agreed design. These variations do not excuse a material failure to provide what was agreed.

Tell us about dietary requirements before ordering and check the written confirmation. Our kitchen handles allergens and is not a dedicated allergen-free facility. Read our shared-kitchen information before ordering. This notice does not remove our responsibility to meet agreed requirements and applicable food and consumer law.

14. Gifts, vouchers and hired equipment

A gift recipient may contact us about a product problem. Please supply information that identifies the order where available. Applicable consumer rights also protect eligible gift recipients.

Gift vouchers are subject to their stated conditions and our Terms and Conditions and are not redeemable for cash unless required by law. Any statutory refund entitlement remains available. Separately hired stands or equipment must be returned as agreed in the hire arrangements; the food return rules do not replace those arrangements.