1. This policy sets out the returns policy for goods or services purchased through the online store operated by O'Carrolls Cakes Ltd.
2. We don't accept exchanges or cancellations once payment has been made, where you have ordered a personalised or perishable item (such as food, or e-vouchers). However please contact us if you have a problem with your order as we may be able to resolve the matter to your satisfaction.
3. Other types of services cannot be returned for a refund, for example where the service begins as soon as you make the payment (e.g. a downloadable software product) or gift wrapping service
4. We do not guarantee a specific delivery day. Therefore refunds are not available if your order does not arrive on the estimated delivery day that you select or if it arrives on the following day. However, we will consider a request to refund if your order arrives more than 48 hours after your estimated delivery day.
5. However, if you wish to change or cancel an order you have placed then you must contact us immediately to ascertain whether the items have been made, dispatched for delivery or not. Where they have NOT been made and or dispatched for delivery, we will consider a request to change or cancel an order as a gesture of goodwill.
6. As a result of nature of the following items, they cannot be returned or exchanged unless they arrive damaged or defective -
6.1) Custom or Personalised Orders
6.2) Perishable Products (e.g. food)
6.3) Digital Downloads
7. If the item arrives damaged or defective then please notify us (by email) within 24 hours of delivery with a photo of the damaged or defective item in order that we can consider a suitable refund. The item should be returned to us within 72 hours. Buyers are responsible for return postage costs.
8. To be eligible for a return, your item must be unused and in the same condition that you received it, and it must be in the original packaging.
9. Once your return is received and inspected we'll contact you to let you know whether your refund will be processed or not, and credit your original method of payment. The refund usually shows up on your card / statement within a few days.
10. If you haven't received a refund yet where we have told you we have issued one, please check your bank account or card statement to make sure it hasn't been received and then contact your bank as some banks or card companies take a number of days to credit your account.
11. If an item you purchased was purchased with a discount voucher, then we will only refund the amount that you paid (and not the amount the item was listed for).