Refund policy

 

Refund Policy

At Love from Pavlova, we take pride in creating delightful pavlovas using the finest ingredients. We aim for every order to meet your expectations. However, if there is an issue, please review our refund policy below:

Order Requirements:

  • All orders must be placed at least 3 days in advance to ensure we have enough time to prepare your pavlova to perfection.

Eligibility for Refunds:

  1. Quality Concerns: If there is an issue with the quality of your pavlova, such as freshness or flavor, please contact us within 24 hours of receiving your order. We will require a photo of the product to assess the issue.
  2. Order Errors: If you receive the wrong order, please notify us immediately. We will arrange for the correct order to be delivered.

Non-Refundable Situations:

  1. Change of Mind: We do not offer refunds for a change of mind after the order has been prepared.
  2. Delivery Delays: Refunds will not be issued for delays caused by factors outside our control, such as weather conditions or courier delays.
  3. Incorrect Information: If the order could not be delivered due to incorrect delivery details provided by the customer, no refund will be issued.
  4. Exchanges: We do not offer exchanges for our products.
  5. Pickup Liability: Once your order has been picked up, we are not liable for any damages, mishandling, or issues that may occur. Please ensure your order is handled with care during transport.

Delivery and Liability:

  • We ensure that all deliveries are carried out safely and appropriately. After the pavlova is delivered and the handover is complete with the product in good condition, it is the customer’s responsibility to store and care for the cake according to our instructions. We are not liable for any damage that occurs after the exchange has been made.
  • A delivery date and time will be agreed upon by both parties. If the customer is not present at the agreed time and place, and we cannot contact them, the product will be returned to our premises. The customer will then be responsible for arranging the collection of the product from our location.

Refund Process:

  • To request a refund, please contact us via lovefrompavlova@gmail.com with your order number and a description of the issue.
  • Refunds, if approved, will be processed within 5-7 business days and will be issued to the original payment method.

Cancellation Policy:

  • Please note that orders cannot be canceled once they have been placed. All sales are final.

We appreciate your understanding and thank you for choosing Love from Pavlova for your special occasions.