At Delsiva, your satisfaction is our top priority. We are committed to delivering high-quality cupcakes, brownies, cookies, and other baked goods crafted with care and precision. However, we understand that there may be circumstances where you need to request a refund. This policy outlines the terms and conditions for refunds and returns.

1. Eligibility for Refunds

We offer refunds under the following conditions:

1.1. Damaged or Defective Products

  • If the product you received is damaged, defective, or significantly different from what was ordered, please contact us within 24 hours of delivery.
  • Submit a request with photographic evidence of the issue to contact@delsiva.com.

1.2. Incorrect Orders

  • If we delivered the wrong product, we will provide a replacement or a refund.
  • The incorrect product must remain unused and intact.

1.3. Non-Delivery

  • If your order is not delivered on the scheduled date due to an error on our part, we will issue a full refund or reschedule the delivery free of charge.

2. Non-Refundable Items

Certain products and circumstances are not eligible for refunds:

  • Perishable Goods: Due to the nature of our baked goods, refunds are not offered for changes of mind after the order has been prepared or shipped.
  • Delayed Deliveries: Refunds are not applicable for delays caused by external factors such as weather, traffic, or courier issues.
  • Custom Orders: Custom and bulk orders are non-refundable unless damaged or incorrect.

3. Process for Requesting Refunds

To request a refund:

  1. Contact us at contact@delsiva.com or through our Contact Us page.
  2. Provide the following details:
    • Order number
    • Reason for refund
    • Photographic evidence (if applicable)
  3. Requests must be made within 24 hours of receiving the product.

4. Refund Method

Refunds will be processed using the original payment method:

  • Credit/Debit Card payments will be refunded within 7-10 business days.
  • Payment through TWINT or other methods will be refunded as per the respective platform’s policies.
  • Refund Fee will be applicable of 1 CHF to accommodate for processing fee of payment platforms.

5. Exchanges

We do not offer direct exchanges. If you wish to replace a product, please request a refund (if eligible) and place a new order.

6. Cancelations

  • Orders can be canceled in More than three working days before your chosen delivery date of placement for a full refund.
  • Orders canceled after this period may not be eligible for a refund due to preparation already underway.

7. Wrong Address

  • Pre-Shipping Confirmation:
    Before dispatching your order, we will send:

    1. An order confirmation email containing the delivery address.
    2. A follow-up email to confirm the address and delivery date.

  • Amendments Before Dispatch:
    If you notice any errors in the address or delivery details, please notify us before the order is shipped, and we will gladly make the necessary amendments.

  • No Changes After Dispatch:
    Once the order has been dispatched, we cannot make any changes to the address, nor can we take responsibility for parcels lost due to incorrect details provided.

  • Goodwill Gesture:
    As a courtesy, we may agree to remake your order free of charge. However, you will need to cover the shipping and packaging costs, which amount to 10 CHF.

8. Customer Responsibility

To avoid issues with your order:

  • Provide accurate delivery information.
  • Ensure someone is available to receive the order at the scheduled time.
  • Store products appropriately upon delivery to maintain their quality.

9. Contact Us

If you have any questions or concerns about our refund policy, please reach out to us:

  • Email: contact@delsiva.com

We value your trust and will do our best to resolve any issues promptly and fairly.

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