REFUND POLICY
Agreement to Refund Policy
By placing an order or making a payment (including a deposit), the customer acknowledges and agrees to be bound by the terms of this Refund Policy, including the Custom Cake Cancellation Policy.
Standard Cake Orders
A Standard Cake Order refers to any order selected from our regular menu without customisation, modifications or special requests. This includes cakes, desserts and other baked goods as per the standard offering of our stores.
Customers may cancel a standard cake order and receive a full refund if the cancellation is made at least 48 hours before the scheduled pick-up date.
Please contact Customer Concierge to cancel an order.
Cancellations made within 48 hours of the scheduled pick up date are non-refundable. However, customers may reschedule their pick up date, provided the request is made at least 48 hours in advance.
Confirmation of Cancellation
A cancellation is only considered confirmed once The Cheesecake Shop has sent a reply acknowledging receipt of the request.
Once a cancellation request has been received, acknowledged and processed, we strive to refund the amount as quickly as possible. However, please note that refunds may take up to 10 business days to be credited back.
Custom Cake Cancellation Policy
A Custom Cake refers to any cake that has been specifically designed or modified to meet the customer’s individual requirements. This includes, but is not limited to:
personalised decorations, themes or messages
modified flavours, fillings or ingredients
cakes requiring unique specifications beyond our standard menu offerings
Custom Cakes are made to order and require advance preparation, which is why different cancellation terms apply.
Deposit
A 50% non-refundable deposit is required to confirm your order with the balance payable on, or prior to, pick-up. Orders will not be prepared or fulfilled unless the deposit has been received.
Order Confirmation
You will be issued with a tax invoice after payment of your deposit. It will include relevant details of your custom cake order. If your order was placed via email, the details of your order will be contained within the email.
Customers are responsible for carefully reviewing the orders as confirmed by the store. The cake will be prepared strictly in accordance with these details, and the store accepts no responsibility for errors that were not corrected by the customer at the time of confirmation.
Changes to orders
Changes to custom cake orders can be made up to 14 days before the scheduled pick-up date. Any changes requested within 14 days of pick-up may not be available and, if accepted, may be subject to additional charges.
Cancellation Policy
The 50% deposit paid is strictly non-refundable in the event of cancellation. Once a cancellation request has been received, acknowledged and processed, we strive to refund the amount as quickly as possible. However, please note that refunds may take up to 10 business days to be credited back.
Order Fulfilment and Acceptance
The Custom Cake will be presented to the customer in-store upon pick-up for inspection. The customer is responsible for inspecting the cake at the time of collection. By accepting and taking the cake from the store, the customer acknowledges that the cake has been received in a satisfactory condition and no further claims will be accepted.
Best Endeavors and Product Variations
The Cheesecake Shop bakes and decorates in-store and each product is individually hand-crafted. Variations in availability, design, quality and price may occur between locations. Colour variations may occur between digital or printed reference images and the final product. The store does not guarantee exact colour matching. The store will make reasonable efforts to fulfill orders as requested, but minor design variations may occur due to the hand-crafted nature of the cakes.
Cake Transportation and Storage
Once the cake is accepted by the customer in-store, the store is not responsible for any damage caused by improper transportation or storage. Customers are advised to follow the store’s cake handling and storage instructions to ensure the product remains in optimal condition.
Consumer Guarantees
Nothing in this policy is intended to exclude or limit any rights the customer may have under the Consumer Guarantees Act 1993 (Act). If a product is not of acceptable quality as defined under the Act, the customer is entitled to a refund or replacement in accordance with their statutory rights.
To the extent permitted by law (but only to the extent that such exclusion does not breach any provision of the Act):
The Cheesecake Shop expressly excludes any liability for any indirect or consequential loss (including loss of revenue or loss of use) arising from or in any way relating to the purchase or use of the goods; and will only be liable to a customer for the cost of replacing the goods, having the goods repaired or obtaining equivalent goods (whichever is the lowest), where they are deemed as not being of acceptable quality or not matching the description given by The Cheesecake Shop.
Unforeseen Circumstances
In the event of unforeseen circumstances beyond The Cheesecake Shop’s reasonable control, we reserve the right to cancel an order. If this occurs, we will offer a full refund or reschedule the order, as agreed with the customer.
Customer Concerns and Complaints
If a customer is dissatisfied with their cake order, they should raise their concern with the relevant TCS store at time of collection. If an issue is identified after pick-up, the customer must contact the store within 24 hours and provide images of the product. The store will assess the concern in accordance with its obligations under the ACL.
Alternatively, please contact Customer Concierge. To assist you effectively, please provide a clear image of the product highlighting your concerns, along with proof of purchase. This can be a receipt or a screenshot of your payment. We will review your request and aim to respond with an outcome within 3-5 business days.