Terms & Conditions

Please take some time to read through the terms and conditions below. By confirming an order with Velvet Cakes and making your payment, you agree to our Terms and Conditions.


FOOD SAFETY
All products are created in an MPI Registered kitchen. As we are not a zero-allergen kitchen, traces of other ingredients may be detected in our products, this includes but is not limited to gluten, soy, dairy, nuts. 

PAYMENTS and REFUNDS
To secure your date and confirm your booking, full payment is required within two days of quote acceptance/issued invoice. All payments are strictly non-refundable and non-transferable to other people, cakes or dates. 

We do not offer refunds for event cancellations or change of mind. 
Public health orders (eg pandemic) or forces of nature may mean your event is postponed. In this instance, we are happy to postpone your order for up to 12 months. If your event is cancelled, we will hold a credit for you, that can be used on future cake orders. 

AVAILABILITY
Availability of ingredients, decorations, flowers and other elements may affect your cake, we will always endeavour to do our best to provide close alternatives. 
Any changes to flavours or design within one week of the date required will incur additional charges. Late changes may not be accommodated. 

COPYRIGHT
All cakes created will be photographed on our premises and at the venue if delivering. All photos taken are the property of Velvet Cakes. We reserve the right to use the photos for advertising, social media and our website.

If product is altered by the customer in any way (for example additional decorations), Velvet Cakes takes no responsibility for the product and will not accept any complaints or refund requests.

PICK UP and DELIVERY
Hours for pick up are strictly as arranged when booking (usually Monday – Friday 9am-6pm, Saturday 8am-10am).

If you do not arrive at the agreed time and no contact has been made, your deposit will be forfeited and your cake no longer available. Cakes not collected after 24 hours will be sold, donated or given away.


Velvet Cakes accepts no responsibility or liability once your cake has left our premises. Instructions will be given for transporting the cake. All cakes must stay refrigerated and should not be left in temperatures above 5 degrees Celsius for more than 30 minutes. If your cake suffers any damage after collection, we may be able to help rectify the situation. Please note charges may apply.


We will take every care and make every reasonable effort when delivering your cake. Velvet Cakes accepts no responsibility or liability for unforeseen circumstances. Velvet Cakes accepts no responsibility or liability for the condition of the cake between delivery, display and serving of your cake following delivery. 

COMPLAINTS
Any problem with your cake must be reported back to Velvet Cakes within 24 hours of pick up/delivery. For refund consideration, we require the faulty uneaten cake to be returned within 24 hours of pick up/delivery. If you are unable to produce the uneaten cake, we will not consider refund or replacement. 

Thank you