REFUND POLICY

At Peppercorns by Post, we always send your products in perfect condition. However, occasionally, a problem can arise. In the unlikely event that a product is faulty, or it is damaged in delivery or is the wrong item, we ask you to contact us to let us know of the problem within 24 hrs of delivery. We will then advise you on whether you are eligible for a refund or replacement.

Reporting a problem

If for any reason you are not happy with your Peppercorns by Post order, please contact us on 0116 222 8845 or email hello@peppercornsbypost.co.uk You will need to quote your order number and email address.

We aim to deal with any problem immediately and will do our best to resolve it. We may ask you to provide photograph(s) of the product to help us understand the problem or we may ask you to return it, in which case, we will supply a freepost pre-paid label.

Please note: Cakes are perishable, we need to be informed of any problem with your order within 24 hours of delivery to give us the best chance of resolving the issue. We will, at our discretion, consider issues raised after 24 hours, but reserve the right to refuse a refund or replacement after this time.

Returning products and issuing refunds

If the recipient receives damaged cakes or they fail to arrive, please contact us immediately so that we can arrange to re-send on the next available delivery date or to issue a full or partial refund. The amount of partial refund will depend on the specific circumstances surrounding the cake

It is not our policy to offer both a refund and a resend. Where a cake has been damaged we will normally ask for photographs clearly showing the problem so we can use them to determine the cause of damage so we may review our processes. It is important that we are contacted as soon as possible regarding issues with your order or the product(s) you have ordered. We need to be informed of any issues within 24hrs of the delivery to give us the best chance of successfully resolving the issue.

Refunds cannot be given if the fault is a result of your own actions such as product misuse or incorrect address information. We will send by guaranteed next day delivery but will not be responsible for the condition of the cakes if the recipient is not at the property at the time of delivery.