Refund policy

Return, Refund & Cancellation Policy

At La Vo Patisserie, our cakes and desserts are freshly prepared and many products are made or personalised specifically for each customer's order.

Returns

Due to the perishable nature of our cakes, desserts and other food products, we are unable to accept returns once an order has been delivered or collected.

This does not affect your statutory rights. If an item is faulty, damaged, incorrect or not as described, please contact us as soon as possible so that we can investigate and provide an appropriate solution.

Change of Mind

Because our products are perishable food items and/or made to order or personalised, they are generally exempt from the standard cancellation rights that apply to many other online purchases.

We therefore cannot offer refunds simply because you have changed your mind after your order has been prepared.

Cancellations and Changes

If you need to cancel or make changes to an order, please contact us as soon as possible.

Where production has not yet started, we will do our best to accommodate your request.

Once preparation or production of a made-to-order or personalised cake has begun, cancellation, changes or refunds may not be possible.

Damaged or Incorrect Orders

Please inspect your order when it is delivered or collected.

If your cake or other product arrives damaged, you receive an incorrect item, or there is another problem with your order, please contact us as soon as reasonably possible.

Where possible, please provide:

- Your order number
- A description of the problem
- Clear photographs of the product and packaging

This allows us to investigate the issue promptly.

Where we confirm that an item was faulty, damaged, incorrect or not as described, we will offer an appropriate remedy, which may include a replacement, partial refund or full refund depending on the circumstances and your statutory rights.

Delivery

Customers are responsible for providing accurate delivery information and ensuring that someone is available to receive the order during the agreed delivery period.

If delivery cannot be completed because incorrect information was supplied or nobody is available to receive the order, additional delivery charges may apply.

If an order is damaged as a result of an issue for which La Vo Patisserie is responsible, please contact us as soon as possible.

Personalised Cakes

Please carefully check all names, ages, messages, colours and other personalisation details before submitting your order.

We cannot normally provide a refund or replacement where a personalised product has been produced correctly according to the information supplied by the customer.

If we make an error in the personalisation, please contact us and we will work with you to resolve the issue.

Refunds

Where a refund is approved, it will normally be issued to the original payment method.

Please allow time for your bank or card provider to process the refund after it has been issued.

Contact Us

For questions, cancellations or problems with an order, please contact:

La Vo Patisserie Ltd
Email: info@lavopatisserie.co.uk