Refund policy

Returns & Refunds Policy

At Imperium Cake Supplies, we want you to be happy with your purchase. This policy explains how to cancel an online order, return eligible items and report a problem with your purchase.

Your Right to Cancel

If you are a consumer purchasing online in Ireland or the European Union, you may cancel your purchase within 14 days of receiving your goods, without giving a reason, subject to the exceptions below.

To exercise this right, email info@imperiumcakesupplies.ie with a clear statement that you wish to cancel, including your order number and the items concerned. You do not need to wait for our approval to exercise your right to cancel.

You must send the goods back within 14 days of notifying us of your cancellation. We will provide the return address and instructions.

Condition of Returned Items

You may inspect eligible goods as you would in a shop to establish their nature, characteristics and functioning.

Please return items with their original packaging and any accessories wherever possible, and pack them securely. We may deduct an amount for any reduction in value caused by handling beyond what is necessary to inspect the goods.

Opening ordinary packaging does not automatically remove your right to cancel. Different rules apply to sealed goods that are unsuitable for return for health or hygiene reasons.

Exceptions to Change-of-Mind Returns

The statutory right to cancel does not apply to:

Perishable goods or products likely to deteriorate or expire rapidly.
Sealed goods that are unsuitable for return for health protection or hygiene reasons, once their seal has been broken after delivery.
Goods made to your specifications or clearly personalised.

Food products and baking ingredients are not automatically excluded simply because they are food. The relevant exceptions above apply where appropriate.

These exceptions do not affect your statutory rights if goods are faulty, damaged, incorrect or not as described.

Return Shipping Costs

For change-of-mind returns, you are responsible for the direct cost of returning the goods.

If goods are faulty, damaged, incorrect or not as described, we will cover the necessary return costs. Please contact us so that we can arrange the return.

We recommend retaining proof of postage for any return.

Refunds Following Cancellation

For eligible cancellations, we will refund you without undue delay and within 14 days of receiving your cancellation notice. We may withhold the refund until we receive the returned goods or evidence that you have sent them back, whichever occurs first.

Refunds will be made using the original payment method unless you expressly agree otherwise, and you will not be charged a refund fee.

If you cancel your entire order under your statutory cancellation rights, we will also refund the original standard delivery charge. Any additional amount paid for a delivery option more expensive than our standard service will not be refunded.

Your bank or payment provider may take additional time to display the refund in your account.

Faulty, Damaged or Incorrect Items

If your order arrives damaged, contains an incorrect item, or includes goods that are faulty or not as described, email info@imperiumcakesupplies.ie with your order number and details of the problem. Photos can help us assess the issue.

For visible delivery damage or incorrect items, please contact us promptly, ideally within 48 hours of delivery. This is a request to help us investigate quickly, not a deadline that limits your statutory rights.

We will provide an appropriate remedy in accordance with applicable consumer law, which may include a repair, replacement, price reduction or refund.

Purchases Made In Store

The statutory 14-day cooling-off period applies to eligible distance purchases, including online orders. It does not automatically apply to change-of-mind purchases made in our physical shop.

Your statutory rights regarding faulty goods apply whether you purchased online or in store.