Refund Policy

26. Our Products

26.1 The images of the Products on our Site are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that your computer’s display of the colours accurately reflects the colour of the Products. Your Products will vary slightly from those images especially as each product is handmade and decorated and we may change the way the Product is decorated.

27. Terms & Conditions for Purchase of Products

27.1 Our website service permits you to purchase our Products from our Site. These purchases can be made and are permitted strictly according to the terms and conditions set out below.

27.2 Your order constitutes an offer to us to buy a Product. After placing an order, you will receive an email from us. This email is an Order Confirmation and Invoice to notify you of the fact we have received and accepted your order.

27.3 Our order process allows you to check and amend any errors before submitting your order to us. Please take the time to read and check your order on each page of the order process.

27.4 If you notice an error in the Order Confirmation you must notify us by email at hello@mooies.co.uk at least 2 whole working days before the order is due to be collected or delivered. This does not apply to wedding cake products, please see clause 5.11 for wedding cake purchase and cancellation terms.

27.5 If you wish to cancel your order for any reason, you must notify us at least 2 whole working days before your order is due to be delivered by e-mailing us at hello@mooies.co.uk

For next-day deliveries, please note once your order has been processed and you have received tracking information, we are unable to make any amendments to your order. If the order is yet to be processed, you will have up to 4 pm GMT to cancel. We can no longer edit or cancel orders after 4 pm GMT the day before delivery. It is at our discretion if we cancel and refund on the day before delivery and will be taken on a case-by-case basis.

Orders will be refunded to the original payment method.

This does not apply to wedding cake products, please see clause 5.11 for wedding cake purchase and cancellation terms.

27.6 As our Products are custom-made and perishable your legal right to cancel a Contract under the Consumer Protection (Distance Selling) Regulations 2000 does not apply.

27.7 If you wish to add to or change your order or change the date or time of delivery or collection of your order, please contact us 2 whole working days in advance at hello@mooies.co.uk. We will do our best to accommodate your needs, subject to kitchen space and any new Product requested being available to permit us to make your products. This does not apply to wedding cake products, please see clause 5.11 for wedding cake purchase and cancellation terms.

For next-day deliveries, please note once your order has been processed and you have received tracking information, we are unable to make any amendments to your order. If the order is yet to be processed, you will have up to 4 pm GMT to cancel. After 4 pm GMT the day before delivery, we can no longer edit or cancel orders. It is at our discretion if we cancel and refund on the day before delivery and will be taken on a case-by-case basis. 

27.8 Your purchase order cannot be accepted until payment in full for the Products ordered has been received by us at which time a legally binding agreement on the terms set out here will become effective.

27.9 All Products shown on our Site are subject to availability. We reserve the right to substitute suitable alternative Products This will ensure we can deliver Products to you on the date you were expecting.

27.10 Please note we cannot place perceived profanity on the personalisation disc. If we believe your message has the potential to offend, we will amend it if possible or we will refund you the sum paid. We reserve the right to amend any personalisation disc containing profanity without notifying you in advance, but we will always try to contact you before doing so either via phone or email.

27.11 Terms & Conditions for Purchase of Wedding Cakes

27.11.1 All wedding cake orders are 50% non-refundable.

27.11.2 If you need to amend an order, i.e. make the cake bigger or smaller, change the design choice for another one on the website, or flavours if the cost of the cake is less once the amendments are made, a gift card will be given for the difference in value. A cash refund will not be given.

27.11.3 If you wish to delay delivery, we need to be given no less than 3 full days’ notice. If you do not have a new delivery date at the time of requesting to delay, we can put delivery on hold indefinitely until you get in touch again. We will need 5 day’s notice to reinstate an order.

27.11.4 If you wish to cancel an order, we need to be given no less than 3 full days’ notice.

27.11.5 If you are cancelling voluntarily (i.e. not cancelling due to government-imposed COVID restrictions), the options available are:

o Delay delivery – see comments above.

o Cancel the order entirely and receive a gift card for the full value of the cake.

o Cancel the order entirely and receive a 50% cash refund.

27.11.6 If you are cancelling due to government-imposed restrictions materially affecting your planned celebration, the options available are:

o Delay delivery – see comments above.

o Cancel the order entirely, and receive a gift card for the full value of the cake.

o Cancel the order entirely, and receive a cash refund for the value of the order less a £50 admin charge.

28. Price & Payment

28.1 The price to be paid by you for any Products will be as quoted on our Site except in cases of obvious error. We are under no obligation to provide the Product to you at the incorrect (lower) price, even after we have sent you an invoice if the pricing error is obvious and unmistakable and could have reasonably been recognised by you as an incorrect price.

28.2 Our prices include VAT (if VAT is payable) but exclude delivery costs, which will be added to the total amount due before the completion of your order and can be checked on our FAQ page.

28.3 Prices are liable to change at any time, but changes will not affect orders in respect of which we have already sent you an invoice.

28.4 As our Site contains many Products it is always possible that, despite our best efforts, some of the Products listed on our Site may be incorrectly priced. We will normally verify prices as part of our order confirmation procedures and where a Product’s correct price is less than our stated price, we will charge the lower amount when invoicing you. If a Product’s correct price is higher than the price stated on our Site we will contact you by email to advise you and/or to obtain your confirmation that the amended price is acceptable.

28.5 Payment for all Products must be by credit or debit card and those accepted by us are those listed on our website, or via PayPal on the date when your order is placed. We do not accept payment via PayPal e-checks, any orders placed using this payment method will be cancelled by us and you will need to reorder using a different payment method. We will send you an invoice upon receipt of payment. A VAT invoice is available on request.

28.6 All credit/debit cardholders are subject to validation checks and authorization by the card issuer. If the issuer of your payment card refuses or for any reason does not authorize payment to us, whether in advance of or after a payment, we will not be liable for any delay or non-delivery of the Products ordered.

28.7 Prices may differ according to sales channel. This means prices on our website can be different from prices on our shop and other outlets at any given time, and we are not obligated to match the prices. 

29. Availability, Delivery & Collection

29.1 The Products ordered by you will be delivered to the delivery address provided by you to us at the time of placing your order, or subsequently provided and we confirm to you the address can be amended. We do not check the addresses you provide us with on your order. If your order is for collection this will be from one of our locations as designated by you in the timescale set out in our FAQs or as otherwise agreed in writing between us.

29.2 As our business is regional we are only able to deliver to the areas detailed in our FAQs.

29.3 If for any reason you find yourself unable to collect your order from the designated location within the given time slot, we will retain your ordered Products for collection by you for 24 hours, or upon payment of the delivery charge by credit card we may be able to arrange to deliver to you within our delivery time slot and delivery zone during the next 24-48 hours (subject to delivery availability).

29.4 In the case of deliveries inside the M25, if for any reason no one is present to receive delivery of the Products at the delivery address you have provided to us, we will attempt to deliver to one of your neighbours, or we will leave the parcel at your doorstep. If your delivery fails because no one is at home to receive the item and the phone call from the driver is not answered, kindly note that a redelivery charge will apply.

Deliveries outside of the M25 are subject to the T&Cs of the courier we use, FED EX. If delivery of the Products is unsuccessful, the Products will be retained at the depot of the courier used and redelivery will be attempted at their next available slot Please note deliveries which fail on a Saturday or a day immediately before a Bank Holiday, will be delivered on the next working day, i.e. not on a Sunday or a Bank Holiday.

29.5 Products which were due to be collected by you from the designated location and which you failed to collect on the appointed day or Products which we have taken back to our kitchen because you were not available to receive the delivery, will be kept refrigerated but we cannot accept any responsibility for deterioration of the Products. 

30. Risk & Title

30.1 The Products will be at your risk from the time you collect the Products from the designated location or we deliver them to you.

30.2 Ownership of the Products will only pass to you when we receive full payment of all sums due for them, including delivery charges.

31. Refund Policy

31.1 We hope that you will be pleased with your Products. However, if upon collection or delivery of the Products you find that they are not those ordered by you (for example, the flavour of Product is incorrect), or the order is incomplete, or a Product is in a damaged condition when you receive it, please notify us immediately by e-mail on hello@mooies.co.uk. If a Product is not as on the Order Confirmation or damaged we will credit or refund your purchase. In the case of damaged or incorrect goods, you must take photographic evidence and email this to us and retain the damaged or incorrect Products and all packaging for inspection by us. Subject to our report on the claimed damage or incorrect goods and these Terms and Conditions we will refund the price you paid for the returned Products together with the delivery charge, or at our option we will provide you with a credit for further products. We will have no liability to you for any indirect loss. When emailing us please state clearly your Order Number, date of order, name and delivery address details and provide photos of any damaged/incorrect Product together with a photo of the complete delivery slip and any labelling on the packaging which might be on the back, side or underneath.

31.2 We will only make a refund to the original payment method used by you to make the online purchase. Once we have issued a refund of any such payment to you, the ownership of the Products will pass back to us and we may at our discretion allow you to keep the Products.

31.3 If you have purchased your Products from one of our stores you must produce your original receipt, credit or debit card receipt and card used at the time of purchase, refunds will not be made without this proof of purchase and payment.

31.4 Taste is a very personal matter and is subjective. We cannot accept the return of any Products merely because you do not like the taste of them.

31.5 We will not accept the return of any Products which have been purchased from any outlet other than this online Site and you must return the Products to the outlet you purchased them at.

31.6 Gift vouchers are strictly non-refundable. Vouchers are cash redeemable, and every voucher is £0.01 cashable value.

31.7 All credit or debit card refunds will be subject to a card handling charge of 2.5% to cover the credit/debit card company fees. 

31.8 If the recipient of the Product as named on the order contacts us regarding a damaged or incorrect item, and the recipient differs from the person who ordered and paid for the Product, where we reach an agreement with the named recipient regarding credit for the Product, no further remedy will be available for the person who ordered and paid for the Products.