NEED TO RETURN SOMETHING ?
At The Hotel Confectionery Co we understand that you may need to return an item from time to time if it doesn’t turn out to be quite as you’d expected and we fully support your rights as a customer to do so where applicable.
However, in an effort to be as transparent and fair as possible, in accordance with our company policy and distance selling regulations, we have outlined a few of the most common points which need to be considered before returning any item.
For all returns please contact us in the first place before sending back, as we are dealing with perishable foodstuffs which may need transporting in a particular way
Faulty or incorrect items :- If you receive a faulty or incorrect item, please advise us immediately (within 24 hours of receipt), by phone or email. If you return a faulty or incorrect item to us, we will be happy to offer a replacement or full refund (including your return carriage costs). Emailing photographic evidence of a fault may, in some cases, suffice instead of returning the product.
Unsuitable items :- If an item that you have ordered is unsuitable, but not faulty, we’re happy to accept it back for a refund or exchange up to 30 days from receipt, so long as the item is returned in its original condition and packaging. The method by which you return an item is up to you, but please be aware that it must come back to us in suitable condition for resale, or we may be unable to accept it back.
Personalised items :- Personalised items cannot be accepted for return under any circumstances, except in the case that the item is faulty or incorrect from that which has been ordered. During the ordering process for personalised items all due care will be taken and a series of proofs will be sent, which will need to be signed off and agreed by yourselves in order to reduce any possibility of mistakes being made.