Refund policy

CANCELLATION & DELIVERY POLICY

By placing an order with Sooklutch, you (the customer) agree to the following terms. The guidelines below apply to your order prior to its receipt.

Cancellations for Online Shop Orders

Cancellations Made More Than 72 Hours Before Scheduled Pick-Up/Delivery:

Refunds are not available. However, you will receive an online Sooklutch voucher of equal value to your original order, at our discretion.

Cancellations Made Less Than 72 Hours Before Scheduled Pick-Up/Delivery:

No refunds or credits will be issued.

Why?

Our team dedicates administrative resources to managing your order. Our production schedule operates on a first-come, first-served basis, and a cancellation might leave a vacant slot that could have accommodated another customer. Resources such as ingredients and labor have already been allocated to fulfill your order. Since our products are customized, they cannot be easily resold.

To cancel your order, please email us at klutchfood@gmail.com with your order number as soon as possible.

Cancellations for Customized Orders

The deposit is non-refundable.

Refunds for cancellations will only be honored if notified 10 working days prior to delivery. No refunds or cancellations will be given within 10 working days of delivery. However, we can postpone your cake if the date is available.

Full refunds are not provided for any reason. Due to our full schedule and attention to detail, we spend many hours planning and preparing before starting on a cake.

No refunds will be given for orders placed using Afterpay under any circumstances.

Order Collection & Delivery

Upon collection of your order, customers assume full responsibility for its transportation. We cannot offer compensation for any damage incurred during or after transit. While we provide advice on the best methods for transporting products, it remains the customer's responsibility to exercise caution when moving, transporting, storing, and serving items.

We have a dedicated delivery partner for the greater Auckland region. If any issues arise, please contact us promptly so we can address the matter accordingly.

If the recipient is unavailable and no secure location is available for leaving the order, our team will return the product(s) to our Grafton shop. We will then liaise with you regarding further steps for collection or re-delivery. Please note that re-delivery will incur an additional charge. If we are unable to reach you or the recipient before the product's expiration date, no compensation will be provided.

Product Quality Concerns

We take great pride in the meticulous attention and dedication invested by our team in fulfilling each order. Our cakes are expertly handmade by trained and talented pastry chefs. While we strive to meet our customers' expectations, it's important to acknowledge that artistic differences may occur.

Your satisfaction with every purchase is paramount to us. However, if you encounter any issues, our response will depend on the timeliness of your communication:

Before Serving/Consumption: If possible, we'll address the concern before your event. Should we be informed of an issue beforehand but unable to resolve it, we'll consider replacement or offer compensation commensurate with the problem. Full compensation can only be provided if the cake or product remains intact and unaltered.

During or After Serving/Consumption: We regret that we cannot offer compensation for fully consumed cakes or products. Partial compensation may be considered for design, flavor, or overall quality issues, proportional to the extent of the problem. Please provide photographs or return any uneaten portions for assessment.

Force Majeure or Lockdowns

During lockdowns or similar circumstances, we strive to operate in compliance with government directives. If Auckland or New Zealand is subjected to lockdowns or any other circumstances hindering our operations, we will communicate with you to discuss the status of your order based on its scheduled timeframe.

Any orders that we are unable to fulfill will be voided, and you will receive an online K CAKE voucher equivalent to the full value of the original order. Cash refunds are not provided.

If your event is canceled for any reason and you wish to cancel or reschedule your order, please refer to our cancellation policy outlined above.

This policy aligns with the guidance from the Consumer Guarantees Act. Our aim is to deliver exceptional customer service while adhering to the provisions of the Act.

Please note that all replacements, credits, refunds, and compensations are subject to management's discretion.

Allergy Information

Please be aware that we are NOT AN ALLERGY-SPECIALIZED KITCHEN and all our products may contain traces of allergens including but not limited to eggs, dairy, nuts, soy, and alcohol.