This policy applies to all orders placed with 7th Heaven in the United Kingdom, whether online, by phone, by message or in store. Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or any other applicable law.
Majority of our cakes along with some ready to serve , perishable food products, and many are made to your personal specifications. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the standard 14-day cancellation period for online and distance purchases does not apply to perishable goods or goods made to the customer's specifications or clearly personalised. Cancellations are therefore governed by the timeframes set out below.
Standard (non-customised) orders may be cancelled for a full refund by contacting 7th Heaven at least 12 hours before the scheduled collection or delivery time. Cancellation requests received less than 12 hours before the scheduled time cannot be accepted, as your order may already be in preparation. Standard orders include orders for standard cakes of 6,8,10 and 12 inches of existing predesigned products available and standard desserts without any customization. This does not include theme cakes and customised desserts .
Custom cakes, theme cakes, personalised cakes, special designs, flavours, decorations and other bespoke products may be cancelled at least 48 hours before the scheduled collection or delivery time. Cancellation requests received within 48 hours of the scheduled time cannot be accepted, as ingredients and materials may already have been purchased and preparation may have begun.
Where a deposit is required for a customised order, the deposit amount and whether it is refundable will be confirmed to you at the time of ordering. Where we retain any part of a deposit following a cancellation, this will reflect the costs we have reasonably incurred in preparing your order.
Changes to an order (including flavour, size, design, message, date, time or delivery address) must be requested at least 12 hours before the scheduled collection or delivery time for standard orders, and at least 48 hours before for customised orders. We will do our best to accommodate later requests but cannot guarantee them. Where an amendment changes the price of your order, we will charge or refund the difference or provide credit of the difference amount
Cancellation and amendment requests must be made by [email to cs@7thheavenuk.com , quoting your order number. Our customer service hours are [Mon- Sat: 8:00 AM – 19:00 PM | Sun: 10:00 AM – 17:00 PM]. Requests received outside these hours, or on bank holidays, will be treated as received at the start of our next business hours, and the cancellation deadlines above will be applied accordingly.
In rare cases, we may be unable to fulfil an order due to circumstances such as equipment failure, ingredient unavailability, severe weather or other events outside our reasonable control. If this happens, we will contact you as soon as possible and offer you a choice of an alternative date, an alternative product, collection from our store (with a refund of any delivery charge), or a full refund.
If you receive an incorrect or damaged product, please contact 7th Heaven within 1 hour of receiving it, providing your order number and clear photographs and unboxing videos of the product (from all sides) and its packaging. Please keep the product until we have assessed your complaint, as we may ask to inspect it. Where the issue is confirmed, we will offer a replacement or refund in accordance with applicable law.
If you have a quality complaint, please contact 7th Heaven within 1 hour of receiving or collecting your order, providing your order number, details of the issue and photographs and unboxing videos where applicable. Please keep the product until we have assessed your complaint.
Where a product has been made in line with your order, dissatisfaction with taste or personal preference alone is not grounds for a refund or replacement.
Majority of our products are handmade, so variations in colour, shape, decoration, design, size and finish from website images or reference photos are to be expected and are not considered a defect. If a particular ingredient, decoration or topper becomes unavailable, we may substitute it with one of similar or higher quality and value. Where a substitution would significantly change your order, we will contact you first. It is important to note that the size of cake may change the look and proportion of the cake as compared from the reference photo.
You must tell us about any allergies or dietary requirements at the time of ordering. Our products are prepared in a kitchen that handles common allergens, including [list, e.g. milk, eggs, gluten, nuts, peanuts, soya and sesame], and we cannot guarantee any product is completely free from traces of allergens. We cannot accept responsibility or offer refunds for allergen-related issues where allergies or dietary requirements were not disclosed when the order was placed. Allergen information for our products is available on our website and also on request.
You are responsible for providing a correct and complete delivery address and contact number, and for ensuring someone is available to receive the order at the selected delivery time.
If our driver cannot complete the delivery, we will try to contact you on the number provided. With your permission, we may leave the order with a neighbour or at a safe alternative location, in which case responsibility for the order passes to you once it is left. If we cannot reach you, the order will be returned to our bakery and we will contact you to arrange re-delivery or collection.
If delivery cannot be completed because of an incorrect address, incorrect contact details or your unavailability, a re-delivery charge may apply. If you do not wish to pay the re-delivery charge, the order will not be eligible for a refund where the product has already been prepared. However, since the products are of perishable nature, re-delivery is subject to freshness of the product. In case re-delivery is made as per your request, the responsibility is passed on to you and any claim under clause 7 and 8 shall not be applicable.
If we deliver significantly later than the agreed delivery time due to a fault on our part, please contact us and we will offer an appropriate resolution, which may include a refund of the delivery charge.
Orders must be collected on the selected date and within the agreed collection time. For food safety and hygiene reasons, uncollected orders will be held until the end of the scheduled collection day and then disposed of. No refunds will be given for orders that are not collected, except where a refund is required by applicable law.
Once your order has been collected or delivered, responsibility for its transport and storage passes to you. To keep your product in the best condition, please transport it on a flat, level surface, keep it away from heat and direct sunlight. We cannot accept responsibility for damage or deterioration caused after handover. You should check for the design, flavour and any other specification of the order at the time of collection and inform the store staff in case of any variation.
While we take care to ensure all prices are correct, errors may occasionally occur. If we discover a pricing error after you have placed an order, we will contact you and give you the option to pay the correct price or cancel your order for a full refund.
Gift cards purchased online or by phone may be cancelled within 14 days of purchase for a full refund, provided the gift card has not been used. After this period, or once any part of a gift card has been used, gift cards cannot be cancelled or refunded, except where required by applicable law. Gift cards are subject to our gift card terms, including any expiry date shown on the card.
Where a refund is approved, we will issue it within 14 days of approval, to the original payment method used for the purchase, unless otherwise required by applicable law. The time taken for the refund to appear in your account depends on your bank or payment provider. With your agreement, we may instead offer a credit note or store credit.
7th Heaven may, at its discretion, offer rescheduling, a credit note or a partial refund in circumstances not covered by this policy. Any such goodwill gesture does not create an obligation to do so in future cases.
For cancellations, amendments, refunds or complaints, please contact 7th Heaven at:
Email: cs@7thheavenuk.com. You can also reach out on the store phone number and email ID.
Please always include your order number and relevant details so we can help you as quickly as possible.
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