Refund Policy

Introduction

At Dawn River Path Way, we take pride in creating high-quality artisanal baked goods that delight our customers. We understand that sometimes issues may arise, and we are committed to resolving them in a fair and transparent manner. This Refund Policy outlines our procedures for returns, refunds, and exchanges to ensure your complete satisfaction with our products and services.

Please read this policy carefully before making a purchase. By placing an order with Dawn River Path Way, you acknowledge that you have read, understood, and agree to be bound by the terms of this Refund Policy.

General Refund Conditions

Due to the perishable nature of our products, we have specific refund conditions that differ from those of non-food retailers. Our refund policy is designed to ensure food safety while providing fair solutions when issues arise.

We will consider refunds or replacements under the following circumstances:

• The product delivered does not match what was ordered (incorrect item)
• The product is damaged upon delivery
• The product quality is below our standards
• The order is incomplete (missing items)
• The product is received outside the acceptable delivery window and has been compromised

For valid refund requests, we offer the following options:

• Full refund to the original payment method
• Replacement of the product (subject to availability)
• Store credit for future purchases

Timeframe for Refund Requests

Due to the perishable nature of our products, it's important that you inspect your order immediately upon receipt and notify us promptly of any issues:

• In-Store Purchases: Please inspect products before leaving our premises. For quality issues not immediately apparent, please contact us within 24 hours of purchase.
• Delivery Orders: Please inspect products upon delivery. Any issues must be reported within 2 hours of delivery.
• Custom Orders and Catering: Issues must be reported within 2 hours of pickup or delivery.

Refund requests made after these timeframes may be evaluated on a case-by-case basis but are not guaranteed to be accepted.

How to Request a Refund

To request a refund, please follow these steps:

1. Contact Us Promptly: Call us at +442279900928 or email us at [email protected] within the timeframes specified above.
2. Provide Order Details: Include your name, order number, purchase date, and a detailed description of the issue.
3. Include Supporting Evidence: Where possible, please provide photographs of the issue to help us assess your refund request more effectively.
4. Keep the Product: Please retain the product in question until your refund request has been resolved. We may ask you to return it for inspection.

Our customer service team will review your request and respond within 1-2 business days.

Refund Processing Time

Once a refund has been approved, it will be processed as follows:

• Credit/Debit Card Payments: Refunds will be issued to the original payment method within 3-5 business days. Please note that it may take an additional 2-10 business days for the refund to appear in your account, depending on your financial institution.
• Cash Payments: Refunds for cash purchases can be collected in person from our store with proof of purchase.
• Bank Transfers: Refunds via bank transfer will be processed within 3-5 business days.

For replacements or store credit, these will be issued immediately upon approval of your refund request.

Specific Product Categories

Custom Orders

For custom-designed cakes, pastries, or other bespoke items:

• Deposits for custom orders are non-refundable once production has begun.
• Cancellations made at least 72 hours before the scheduled pickup or delivery time may be eligible for a partial refund or credit at our discretion.
• If the custom product does not meet the agreed-upon specifications, we will offer a remedy appropriate to the situation, which may include a partial refund, complete refund, or replacement.

Catering Orders

For catering and large event orders:

• Deposits for catering orders are non-refundable if cancelled less than 7 days before the event.
• Cancellations made 7-14 days before the event may receive a 50% refund of the deposit.
• Cancellations made more than 14 days before the event may receive a full refund of the deposit.
• If there are issues with the catering order on delivery, these must be reported immediately to the delivery person or within 1 hour of delivery.

Wholesale Orders

For our wholesale customers:

• Please inspect all deliveries at the time of receipt and note any issues on the delivery documents.
• Any quality issues must be reported within 4 hours of delivery.
• Returns and refunds for wholesale orders are subject to the terms outlined in your specific wholesale agreement.

Non-Refundable Items and Circumstances

The following items and circumstances are generally not eligible for refund:

• Products that have been consumed, partially consumed, or altered in any way
• Products not stored according to our instructions after purchase
• Products where the issue arose due to customer handling or storage after purchase
• Personal taste preferences when the product meets our quality standards
• Items marked as "Final Sale" or "Non-Returnable"
• Catering orders cancelled within 7 days of the event
• Gift cards and vouchers (except as required by applicable law)

Exceptions and Special Circumstances

We understand that exceptional situations may arise. In such cases, we will evaluate refund requests on an individual basis, taking into account:

• Customer history and relationship
• Nature and severity of the issue
• Special circumstances (e.g., emergencies, significant events)

Dawn River Path Way reserves the right to make exceptions to this policy at our discretion.

Delivery Issues

If your order was not delivered or was delivered significantly outside the specified delivery window:

• For orders not delivered, we will offer a full refund or rescheduled delivery.
• For late deliveries that have affected the quality or usability of the products, we will evaluate refunds on a case-by-case basis.
• For late deliveries where the products remain in good condition, we may offer partial compensation such as a discount on future orders.

Please note that delivery times are estimates and may be affected by factors beyond our control such as traffic, weather, and access issues.

Quality Guarantee

We stand behind the quality of our products. If you receive a product that falls below our quality standards:

• We will replace the item at no additional cost
• If replacement is not possible or desired, we will provide a full refund
• In some cases, we may offer additional compensation for the inconvenience

Our definition of quality includes freshness, appearance, taste, and texture appropriate to the specific product type.

Changes to This Policy

Dawn River Path Way reserves the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. We encourage you to review this policy periodically to stay informed about our refund procedures.

The date at the top of this page indicates when this policy was last updated.

Contact Information

If you have any questions about our Refund Policy or need assistance with a refund request, please contact us at:

We are committed to resolving any issues in a fair and timely manner and appreciate your feedback as we strive to improve our products and services.