terms and conditions
DEFINITIONS
The “Seller” is defined as the legal entity Holly Ann Cake Design. The “Buyer” means the person (legal or natural) who buys the goods. “Goods” is defined as the items to be supplied by the Seller to the Buyer as listed in the invoice.
GENERAL
These Terms and Conditions shall apply to the sale of the Goods by the Seller to the Buyer to the exclusion of all other terms and conditions referred except where the Seller has agreed to such variation in writing and by way of signature. By ordering from Holly Ann Cake Design you agree to be legally bound by these Terms and Conditions and accept that these Conditions may be modified or amended from time to time.
PAYMENT AND DEPOSIT
A 40% non-refundable, non-transferrable booking Fee is required to confirm a cake order and secure the date. The remaining balance is due 60 days prior to the delivery date, at which point all changes must be confirmed (changes to the previously agreed design may incur extra fees). Orders placed less than 60 days in advance of the delivery date must be paid in full.
The final balance specified on the invoice must be paid by the Buyer 60 days before the delivery date. Payment can be made earlier if you wish. Failure to complete payment 60 days before the delivery date may result in your order being cancelled. By making a payment the Buyer is accepting the Terms and Conditions as detailed on this page.
REFUNDS AND CANCELLATIONS
Booking Fees and full payments are non-refundable and non-transferable under any circumstances. This may or may not be due to loss of business arising from turning away other bookings on that date.
Full payments made less than 60 days in advance of the delivery date are non-refundable. Full payments made more than 60 days in advance of the delivery date are subject to a Cancellation Fee if cancelled less than 60 days in advance of the delivery date. We cannot refund the cost of any orders cancelled with less than 60 days notice.
Orders paid in full and cancelled with more than 12 weeks notice will receive a partial refund of 50% of the total amount paid. In the very unlikely event that we have to cancel your order for any reason, then we will give you as much notice as possible and discuss the matter with you and try to agree a suitable alternative. If you do not wish to accept our suggested alternative, then we will refund the full price to you.
PRODUCT INFORMATION
The images on our website and online platforms are examples of our cakes. All of our products are handmade and can be ordered in different sizes from those shown, your cake may have slight variations from the images shown, due to the handmade nature of the product.
Every cake created at Holly Ann Cake Design is a unique bespoke design, tailored to your wedding or celebration. If you request a cake that is not our original design, we will not recreate or directly copy it.
ALLERGIES AND SPECIAL DIETARY REQUIREMENTS
Please discuss any allergies or special dietary requirements with us before making payment. We are a Nut-Free kitchen and use only Nut-Free ingredients.
Gluten-Free options are available on request. Please note our cakes are made in an environment handling wheat, gluten, dairy, egg and alcohol.
CONSULTATIONS
Consultations are by appointment only and are not applicable to all orders. An appointment for a consultation and tasting must be agreed with Holly Ann Cake Design by email and a non-refundable Consultation Fee must be paid prior to the consultation date before it can be confirmed.
PRICE QUOTATIONS
All design price quotations are valid for 30 days from date of quotation. All cake quotations will be provided formally in writing by Holly Ann Cake Design.
ALTERATIONS
If you have any queries or need to make any changes to an order, please contact us as soon as possible. Alterations and amendments must be submitted in writing. We will assess the request for an alteration, and endeavour to make alterations where possible dependant on the design and amount of notice given. We will let you know its effect on the price and any agreed timetable. Accepting any alterations is at the discretion of the Seller. Alterations requested less than 60 days before completion may be subject to a surcharge. It is the Buyer’s responsibility to check any quotes and invoices thoroughly before making payment. We reserve the right to change the design at any point if circumstances beyond our control compromise the quality of the finished product. e.g. weather conditions. The Buyer will be notified of any such changes and we will endeavour to keep any changes minimal.
CAKE STAND HIRE
We offer cake stand hire. A hire deposit of £80.00 is required in advance. We have a selection of stands and will provide the stand best suited to the cake. It is the Buyer’s responsibility to return the cake stand/s after hire to our studio address within 7 days. The deposit will not be refunded in the event that the stand/s is/are damaged or returned after 7 days. We are not liable for any damages that occur to the cake stand before we receive it back. Once the stand is returned within the given timeframe and we are satisfied that it is not damaged we will issue a refund to the Buyer.
DAMAGES
In the unlikely event that your order arrives damaged, it is the customer’s responsibility to report the damage to us within 48 hours and send photographic evidence of the damage within 7 working days if you wish to claim a refund or replacement. The Seller will not take back any undamaged goods from the Buyer unless agreed in writing by the Seller. The Seller accepts no liability for cakes that are damaged after they have been delivered to the agreed location. For cakes delivered to venues, the Seller requires a signed delivery note by the person in charge to say that the cake has arrived and that it arrived in perfect condition. Cakes collected from the Holly Ann Cake Design Studio require a signed delivery note by the person in charge to say that the cake has been collected and in perfect condition. Damages after this point are not the responsibility of Holly Ann Cake Design.
All wedding cakes are fragile and require care and attention when handling, storing, and displaying. Please pay careful attention to our storage and transportation (where relevant) instructions that will be provided with the cake. Where samples of the Goods are shown to the Buyer, the Buyer hereby accepts that they consider such samples to be representative of the Goods. Any description applied to the Goods is only given by way of identification and does not constitute a sale by description. Any image provided as part of the description of similar goods is given for illustrative purposes only. Given the nature of the goods, minor variations of colour and design may apply.
DELIVERY AND COLLECTION
We cannot be held liable for any damages to the cake or products we have delivered once we have delivered and set up the cake at the venue or delivery location and received a signature for the safe receipt of the goods on our delivery note (we will deliver with a delivery note). If the cake or products are collected from us, we cannot be held liable for any damages to the cake or products once they have left our premises. The collection vehicle should have a flat surface and be clean and tidy. This is the responsibility of the Buyer. The cake or products can be very fragile, so we advise to drive very slowly and carefully. We will always endeavour to deliver within the given time slot, however unfortunately delivery timings cannot be guaranteed. Refunds will not be given for delayed deliveries. If in the unlikely event the delivery is delayed, we will always endeavour to deliver the cake to you as close as possible to the given delivery time.
AFTER DELIVERY
Goods placed outside are liable to react to the temperature. In hot or humid weather there is the possibility of sugar decorations melting or damage to Goods. Please note, we do not provide cake tables, tablecloths or cutting knives. It is the responsibility of the Buyer to provide these or check with the venue to ensure these items are provided. A shelf life and Best Before Date will be provided on the Delivery Note. This is advisory only. Please note, once cakes have been cut into the shelf life will be reduced.
NON-EDIBLE INGREDIENTS AND DECORATIONS
Our products may contain non-edible ingredients such as plastic dowels or sugar flower wires. This will be detailed with the delivery of the product and must be removed before eating or serving.
COMPLAINTS
If you wish to make a complaint to us or let us know any concerns after receiving the Goods, please do so in writing. Evidence of any faults, damages or discrepancies should be included. Any refunds will be given at our discretion.
GDPR PRIVACY POLICY
When you place an order with Holly Ann Cake Design, we use your name, address, e-mail and order information for the performance of a contract between yourself and Holly Ann Cake Design. i.e. to supply you with the goods that you order. We use this information for legitimate purposes to record your order history.
Your order information is retained for 6 years after the completion of your latest order.
We invite you to complete reviews and offer customer feedback. If you choose to leave feedback, you have the option to remain anonymous or your review is published with your first name only.
If we are under a duty to disclose or share your personal data in order to comply with any legal obligation, or at the request of a law enforcement authority we will share your information as required by law.
Questions, comments, and requests regarding this privacy policy are welcomed.