TERMS & CONDITIONS
The “Seller” is defined as the legal entity Heppell's Chocolatier Patissier Ltd. 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 this invoice.
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 Heppell's Chocolatier Patissier Ltd you agree to be legally bound by these Terms and Conditions and accept that these Conditions may be modified or amended and posted on this website from time to time.
PAYMENT AND DEPOSIT
We require a 50% non-refundable deposit to confirm an order and hold the date. The remaining 50% is due 6 weeks before 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 6 weeks in advance of the delivery date must be paid in full. The final balance specified on the invoice must be paid by the Buyer 6 weeks before the delivery date. Payment can be made earlier if you wish. Failure to complete payment 6 weeks 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
Deposits are non-refundable and non-transferable under any circumstances due to any loss of business arising from turning away other bookings on that date. Full payments made less than 6 weeks in advance of the delivery date are non-refundable. Full payments made more than 6 weeks in advance of the delivery date are subject to a cancellation fee if cancelled more than 6 weeks in advance of the delivery date. We cannot refund the cost of any orders cancelled with less than 6 week’s notice. Orders paid in full and cancelled with more than 6 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 in full any payments made by you.
The images on the website are examples of our products. All our products are hand made and can be ordered in different sizes from those shown on the website, your product may have variations from the website image due to seasonal ingredients or your personal preference. In all cases, we will make you aware before ordering.
Consultations are by appointment only and are not applicable to all orders. An appointment for a consultation and tasting must be agreed on with Heppell's Chocolatier Patissier Ltd by email and a non-refundable consultation fee must be paid prior to consultation date before it can be confirmed. All appointments for consultations will be confirmed in writing by Heppell's Chocolatier Patissier Ltd.
All price quotations, written or verbal, are valid for 30 days from the date of quotation. These prices will be fixed once a deposit has been paid and order confirmed
If you have any queries or need to make any changes to an order please contact us immediately. 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 6 weeks 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 fee plus a security deposit is required in advance. We have a selection of stands and will provide the stands best suited to the display. It is the Buyer’s responsibility to return the cake stand/s after hire to our business address within 7 days (on a working day). 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 time-frame and we are satisfied that it is not damaged we will issue a refund to the Buyer.
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. Products collected from Heppell's requires a signed delivery note by the person in charge to say that the products have been collected and that they are in perfect condition. Damages after this point are not Heppell's responsibility. All Heppell's products 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 products. 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.
ALLERGIES AND SPECIAL DIETARY REQUIREMENTS
Please discuss any allergies or special dietary requirements with us before making payment. We offer various dietary options, however, our products are not suitable for those with allergies as our kitchen handles wheat and nuts.
DELIVERY AND COLLECTION
We cannot be held liable for any damages to the products we have delivered once we have delivered or delivered and set up the products 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 and purchase non-slip matting. We will always endeavour to deliver within the given time slot, however unfortunately delivery timings can not 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.
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.
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 entirely at our discretion.