Terms and Conditions
It is the customers responsibility to read the following terms and conditions. By placing an order with Sweet Eternity, you are agreeing to the following.
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Cake Deposits and Payment.
When ordering a celebration cake, we ask for a £5 non-refundable deposit to be paid to secure the booking on the date requested. We do this as we want to ensure we dedicate time to your cake, and therefore we only book a limited number of cakes into any date. We cannot guarantee that if you change the date you require the cake, we will be able to accommodate it, and if the original date is no longer suitable you may lose your deposit. Please consider this when booking a cake and a delivery/ collection, date / time.
One week before the cake is due, we will ask for 50% of the cake balance to be paid in order to protect our small business as we have to order our materials in. The full balance is required 24 hours prior to the booking. Any cancelations of orders made between 7 days and 24 hours prior to the booking will be liable for 50% of the cake balance. Cancellations of order 24 hours or less are liable for 100% of the cakes cost. We hope you understand that this is because we have to protect our income as a small business with a family to support.
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Cake Design.
When asked to create a design for a cake we will consider all the customers wish’s and discuss the design until the customer is happy. In the instance where a customer provides a photo of a cake design, we will do our absolute best to recreate it. Please bear in mind that due to several contributing factors such as lighting, materials, and conditions, the cake design may vary slightly. Please also be aware that sometimes, the pictures you show us are of model cakes, and are not necessarily real cake or real icing so we will be working with entirely different materials.
At Sweet Eternity we consider the work we do to make cakes look as you wish as art, so there will naturally be some artistic licence in the process of creation. We hope you understand, that whilst we do our utmost to make the cakes you order look as wonderful as possible; they are first and foremost food, and the quality of the taste and texture of our cake comes first, this sometimes means that the design will have to be altered to preserve / protect the integrity of our cakes.
Allergens and Dietary requirements.
Most of the cakes made at Sweet Eternity contain butter, milk, gluten and eggs and are made in an environment that handles nuts, soya and alcohol. Nut-Free, Gluten-Free, Dairy-Free and Alcohol-Free cakes can be made on request, but we are unable to guarantee that these cakes will not contain trace amounts of these ingredients. Whilst adhering to Environmental Health guidance on cross contamination of allergens, we do our best to keep ingredients separate but they are not made in a separate kitchen, so we are not able to 100% guarantee it. The customer agrees they acknowledge their responsibility for informing guests or any other consumers of the allergy information, and do not hold Sweet Eternity responsible for any allergic reactions.
Handover of cakes.
When we have finished creating your cake, we take a series of photos. This usually takes place right before your cake is boxed and either delivered or collected. We will advise you on the best storage for your cake until it is ready to be cut and eaten.
Cake Travel.
We strongly advise with all our cakes that if they are transported in a vehicle, they are placed in the boot, or the footwell. This is because whilst the vehicle is moving, the cake with act with the forces of the vehicle rather than against it and therefore prevent any unnecessary push/pull force on the cake. We are unable to accept any responsibility for damage to cakes which has occurred during travel not conducted by Sweet Eternity.
In the event of an unavoidable occurrence, such as a car accident or poor road conditions during delivery, Sweet Eternity cannot be held responsible for more than the price of the cake expected. If the cake is not delivered or irreparably damaged in such an event a full refund will be given.
Cake Responsibility.
Sweet Eternity will make every possible effort to create and safely deliver (if relevant) your cake. Once we hand your cake over to you, and you confirm you are happy with it upon delivery/ collection; we have fulfilled our part in the purchase contract. Once the cake is in your hands, Sweet Eternity are no longer responsible for the condition of your cake or liable to any damage. High temperatures can adversely affect your cake, it is your responsibility to arrange storage and appropriate display for your cake out of direct sunlight and away from unnecessary heat or moisture.
Use of Photographs.
Sweet Eternity reserves the right to photograph your cake for our own reference, display or promotional advertising without compensation to you.
Inedible decorations.
Sometimes it is necessary to decorate cakes with decorations that are not edible. This includes some plastic dowels in tiered cakes, ribbons or wires and these must be removed before eating. It is the customers responsibility to remove these to prevent any injury.
Complaints.
Complaints are rare so when they do occur, they are taken very seriously. We have built Sweet Eternity as a small, home run business with a young family, and creating cakes for any occasion has a special place in our hearts, they are truly made with love. Therefore, we find any complaints very upsetting, and would hate to think we had let anyone down.
Corrections and minor changes when things are wrong can usually be corrected on the same day in most cases, and the customer is required to give Sweet Eternity the opportunity to do this. The customer must notify us of the problem within 1 hour of receiving the cake.
We will endeavour to communicate to resolve the problem, however, please understand that some complaints may need some time and investigation to resolve. In this case, cakes must be returned to us within 24 hours so that we can fairly assess the nature of the complaint. The cake must have been stored at the correct temperature, as advised, and in the box we supplied. Photographs of the cake can be helpful, however will not be accepted as an alternative to returning the cake for inspection.
The maximum refund offered at any time depending on the outcome of our assessment, will be the cost of the cake. No further compensation will be offered.
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Thank-You for your continued support.