CANCELLATIONS, REFUNDS & RETURNS
Red Robin Pantry makes cakes, desserts, confectionery and other food products to order, as well as selling freshly made products through the Falmouth Cake Shed, markets and online.
Because food products are perishable and, in many cases, made specifically for an individual customer or event, they cannot normally be returned in the same way as standard retail goods.
This does not affect your statutory rights if there is a problem with an order or product supplied by Red Robin Pantry.
ONLINE WEDDING CAKES & DESSERTS
Wedding cakes and desserts booked through the online shop are paid in full at the time of booking.
Cancellations made more than 182 days before your wedding date are eligible for a full refund.
Cancellations made between 182 days and 42 days before your wedding date are subject to a £100 cancellation fee, with the remaining balance refunded.
Cancellations made less than 42 days before your wedding date are non-refundable.
You can cancel your booking online up to 42 days before your wedding. After this point, please contact me directly.
If your wedding is more than six months away and you don't want to choose and pay for your final cake or desserts yet, you can instead use the Save the Date option. This reserves your date and provides a £100 coupon to redeem against your final wedding cake or dessert order at checkout. Your final order must be placed and paid for no later than six weeks before your wedding.
Please see the individual booking policy provided at checkout for the full terms applying to your order.
BESPOKE WEDDING CAKES & DESSERT TABLES
A £100 Save the Date fee is required to secure a bespoke wedding booking. This reserves your date in my bespoke wedding diary and contributes towards the time involved in managing, planning and designing your order, including your tasting and consultation where applicable.
You have a 14-day cooling-off period following booking, during which the Save the Date fee can be refunded, subject to any applicable exceptions for bookings made close to the wedding date.
After the cooling-off period, the £100 Save the Date fee is non-refundable if you choose to cancel your booking.
The final invoice will normally be issued approximately three months before your wedding. The remaining balance must be paid in full no later than six weeks before the wedding date.
If you cancel your booking before the six-week final-payment deadline, any payments made above the £100 Save the Date fee will be refunded.
Cancellations made within six weeks of the wedding are non-refundable and the full balance remains payable.
If the final balance has not been received by four weeks before the wedding, Red Robin Pantry reserves the right to cancel the booking. Cancellation due to non-payment does not remove the customer's obligation to pay any amount already due under the cancellation terms.
CELEBRATION & SINGLE-TIER CAKES
For made-to-order celebration and single-tier cakes, cancellations made more than 14 days before collection or delivery are eligible for a full refund.
Cancellations made between 14 and 7 days before collection or delivery are subject to a 50% cancellation fee.
Cancellations made less than 7 days before collection or delivery are non-refundable.
Orders can be rescheduled online up to 7 days before collection or delivery.
After this point, please contact me as soon as possible. I may still be able to move your order depending on availability and how far preparation has progressed, but this cannot be guaranteed.
CAKE SHED, MARKET & ONLINE SHOP PURCHASES
Cakes, desserts and confectionery purchased from the Falmouth Cake Shed, from Red Robin Pantry at markets or through the online shop are perishable food products and cannot normally be returned simply because you have changed your mind or no longer want the product.
If you believe there is a problem with something you have purchased, please contact me as soon as possible. Where possible, please keep the affected product and its packaging and provide photographs if relevant, as I may need these to investigate the issue.
If a product is found to be faulty, damaged before purchase or otherwise not of the standard it should be, I will provide an appropriate resolution. This may include a replacement or refund depending on the circumstances.
For products purchased in person from the Cake Shed or at a market, please provide proof of purchase where possible, such as your card transaction or other payment details.
For products ordered online for collection or delivery, please include your order details when contacting me.
CHANGING THE DATE OF A WEDDING
If you need to change your wedding date, please contact me as soon as possible.
I will do my best to transfer your booking to the new date where availability allows, but this cannot be guaranteed. Additional charges may apply if prices, delivery costs or the requirements of your order differ for the new date.
PROBLEMS WITH YOUR ORDER
If you believe there is a problem with your cake, dessert, confectionery or another product supplied by Red Robin Pantry, please contact me as soon as possible so that I have an opportunity to understand and, where possible, resolve the issue.
If there is a visible problem with the design or decoration of a collected cake, please raise this when you collect it wherever possible. This gives me the best opportunity to make any appropriate adjustments before the cake leaves Red Robin Pantry.
For wedding cakes and desserts delivered by me, I will rectify any damage that occurs while the order is in my care wherever reasonably possible before completing the set-up.
TASTE, TEXTURE OR QUALITY CONCERNS
If you believe there is a problem with the taste, texture or quality of a cake, dessert or confectionery product, please contact me as soon as possible and retain the affected product.
I may need the remaining product returned so that I can properly assess what has happened. Photographs may also be requested where relevant.
Please don't dispose of the entire product before contacting me, as this may make it difficult or impossible to investigate the problem properly.
Where a product is found not to meet the standard it should, I will work with you to provide an appropriate resolution.
DAMAGE AFTER COLLECTION OR SET-UP
Once an order has been collected, the customer is responsible for transporting and storing it appropriately.
Red Robin Pantry cannot accept responsibility for damage caused after collection through incorrect handling, transport, heat, unsuitable storage or other circumstances outside my control.
Please read the Cake Collection & Care guide before collecting a cake for information about carrying, transporting and storing it safely.
For wedding cakes delivered and set up by me, responsibility for the cake passes to the customer once delivery and set-up have been completed.
If a cake is accidentally damaged after collection or set-up, please contact me. Where practical and where I am available, I may be able to repair it. Repairs required because of damage outside Red Robin Pantry's control may be chargeable.
POSTED ORDERS
If a posted order arrives damaged or there is another problem with your delivery, please contact me as soon as possible.
Please provide photographs of the parcel, packaging and affected products where possible, as these may be needed to investigate damage during delivery.
Because cakes, cake samples, chocolates, confectionery and other food products may be perishable or made to order, they cannot normally be returned simply because you have changed your mind.
If there is a problem with the product supplied, please contact me so that I can investigate and provide an appropriate resolution.
IF RED ROBIN PANTRY CANCELS YOUR ORDER
If I have to cancel an order and am unable to fulfil it, any payment for products or services that I am unable to provide will be refunded.
Where appropriate, I will contact you as soon as possible to discuss the cancellation and any available alternatives.
CONTACT
If you need to cancel an order, report a problem or discuss a refund, please contact:
Red Robin Pantry
Falmouth, Cornwall
info@redrobinpantry.co.uk
Your statutory rights are not affected by this policy.