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Return and Refund Policy
Last Updated: 21 Mar 2025
At We Do Cheesecakes, we take immense pride in crafting high-quality, freshly made cheesecakes that are delivered safely and promptly to your door. Due to the nature of our products, we have a specific Returns & Refunds Policy to ensure clarity, fairness, and food safety.
1. Perishable Goods Policy
All our cheesecakes are made to order, using fresh ingredients, and are classified as perishable goods.
As such, under UK Consumer Protection Regulations, the usual 14-day return period does not apply to perishable items.
We therefore do not accept returns or exchanges unless:
- The product arrives damaged,
- The wrong item was received, or
- There is a valid quality-related issue.
2. Damaged or Incorrect Orders
If your order arrives damaged or incorrect, please follow these steps:
What to Do:
- Contact us within 24 hours of receiving the delivery.
- Provide your order number, a brief description of the issue, and clear photographs of:
- The product (including damage or wrong item)
- The external packaging
- The delivery label
How We’ll Help:
After reviewing your case, we may offer one of the following resolutions:
- A replacement cheesecake (subject to availability)
- A partial or full refund
- A store credit / voucher for future use
We reserve the right to determine the most suitable resolution based on the nature of the issue.
3. Late Delivery & Spoilage
We work with reliable couriers and dispatch orders in protective packaging with cold packs designed to keep items safe for up to 48 hours.
If a delivery arrives significantly late due to courier error and the product is spoiled or unsafe to consume, we will assess this on a case-by-case basis. Please notify us immediately with:
- Photos of the product and packaging
- Date and time of delivery
- Tracking information
We do not issue refunds for delays caused by incorrect addresses or recipient unavailability.
4. Change of Mind / Cancellations
As our cheesecakes are made fresh to order, we cannot accept cancellations or changes to your order once it has been prepared or dispatched.
If you need to cancel:
- Contact us within 2 hours of placing the order via email or phone.
- If the order has not yet entered production, we may cancel and refund it in full.
- After that point, cancellations will not be possible, and no refunds will be issued.
5. Refund Processing
If a refund is approved:
- It will be processed to your original payment method within 5–7 business days.
- You will receive a confirmation email once the refund has been issued.
Please note: Processing times may vary depending on your bank or payment provider.
6. Non-Refundable Situations
We are unable to offer refunds or replacements in the following cases:
- Customer provides incorrect delivery address
- Parcel is left unattended or not refrigerated immediately after delivery
- Customer is not available to accept delivery and no safe place is provided
- Delay caused by circumstances outside our control, including severe weather or courier disruptions
- Customer does not follow storage instructions and the product spoils
7. Our Commitment to Quality
Your satisfaction is important to us. If you are unhappy with any aspect of your order, please don’t hesitate to contact us. We aim to handle every concern with professionalism and care.
8. Contact Information
For returns, refunds, or order issues, please contact us:
📧 order@wedocheesecakes.co.uk
📞 0734 243 1653
💬 Live Chat: Available on our website (during business hours)
Please quote your order number in all communication.