Refund policy
RETURNS POLICY
If you change your mind, you must notify us within 14 days of receipt for a refund, then you must return the item to Dessertify Ltd, unused and in its original condition. Each returned product must include all items ordered, including the packaging.
Please note that if security seals are broken or if blister packaging has been opened then the product is not in its original condition.
Please contact a member of our customer services team at hello@dessertify.co.uk and they will instruct you on how to return the items.
You will have to cover the postage costs of returning the goods. For expensive items we recommend that you use a secure delivery method which requires a signature on receipt, as this insures the package in case it goes missing. The product will remain your responsibility until it has been signed for at the returns address. We do not accept responsibility for products lost or damaged in the post.
Exceptions for no non faulty returns
We regret that we cannot accept returns on the following non-faulty products:
- The products(s) has/have been personalised, made to order or customised in any way.
- The product(s) are likely to perish within 30 days.
- The non-faulty product does not arrive at Dessertify Ltd in its original packaging. In this case we will not be able to offer you a refund. We will call you to arrange to send the product back to you and to take payment for the subsequent delivery costs.
Refunds may occasionally be offered at the discretion of the management.
Returning Faulty Goods
If the product you have ordered is faulty you can return it. Parcels or items damaged in transit must be reported within 48 hours from receipt of delivery to hello@dessertify.co.uk. Please include photos of items, shipping label and packaging both internal and external. Please retain any damaged items and packaging until you have contacted us and we can ensure we have all the information we require.
Please contact a member of our customer services team at hello@dessertify.co.uk and they will instruct you on how to return the items to us. Failure to do this will delay your return being processed.
When returning faulty items we may still ask you to return goods yourself. On receipt Dessertify Ltd will reimburse the costs incurred*. Dessertify Ltd shall pay you a reasonable** postage amount for the return of the product. We normally ask that goods are sent back via First Class Royal Mail (Recorded Delivery) but it may be necessary for us to arrange to collect certain items via a courier.
* Please obtain a proof of postage costs so we can reimburse you the full amount.
** Please note that by reasonable we mean any delivery service equivalent to the cost of Royal Mail Recorded Delivery and up to a maximum value of £15. We regret that we will not be able to refund excessive postage costs (for example goods being sent by special delivery or by courier when this is not necessary). If the postage costs are going to exceed £15 please contact us on hello@dessertify.co.uk for further advice.
Details of Refund Process
We will not confirm that we have received your return. After receipt of your goods we aim to issue refunds within 14 working days. The cost of your item will be refunded to the credit/debit card used to make the purchase. Please note refunds may take 5 working days to clear from the point of processing.
Returns Address:
Returns
Dessertify Ltd
C/O O'Brien Storage
Ferryboat Ln
Sunderland
SR5 3JN
UK
Change / Cancellation Options
If you wish to change or cancel an order please contact our customer services team at hello@dessertify.co.uk, as long as the goods have not been dispatched we will arrange this for you free of charge if possible. If your goods have been despatched before cancellation you will be liable for the costs of returning the unwanted items.
This returns policy does not affect your statutory rights.
We do not operate an automatic substitution policy so will always advise you in advance of any item that may be out of stock.