Refund and Returns Policy

At Whiskd, we strive to ensure customer satisfaction with every purchase made on our platform. We understand that there may be situations where a refund is necessary. This Refund Policy outlines our approach to handling refund requests for products purchased through Whiskd.

Eligibility for Refunds:
a. Product Issues: Refunds may be granted in cases where the received product does not meet the description provided by the baker or is significantly different from what was expected. This could include issues such as incorrect item delivered, damaged goods, or quality concerns that affect the overall enjoyment of the product.
b. Non-Delivery: If you have not received your order within the agreed-upon timeframe, you may be eligible for a refund. Please allow for reasonable delivery timeframes, as some bakers may require extra preparation time for made-to-order products.

Refund Request Process:
To initiate a refund request, please follow these steps:
a. Contact the Baker: In the event of an issue with a product, we encourage you to first contact the baker directly through the messaging system on Whiskd. Clearly explain the issue and provide any relevant details, such as order numbers, dates, and specifics of the problem. Bakers are responsible for addressing refund requests related to their products.
b. Provide Evidence: To help facilitate the refund process, you may be required to provide supporting evidence, such as photographs or a detailed description of the issue. This will assist the baker in understanding and evaluating the situation.
Baker’s Responsibility:
a. Assessment and Resolution: The baker will assess the refund request based on the information provided and the circumstances of the issue. They will determine whether a refund is appropriate and communicate their decision to you. The baker may offer alternative solutions, such as a replacement product or store credit, depending on the nature of the issue.
b. Timely Response: Bakers are expected to respond to refund requests promptly and in a reasonable timeframe. If you do not receive a response within a reasonable period or are unsatisfied with the outcome, you can contact our customer support team for further assistance.

Whiskd Mediation:
If you have been unable to reach a satisfactory resolution with the baker, you can escalate the matter to our customer support team. We will review the details of the complaint, including any communication and evidence provided, and work as a mediator between you and the baker to find a fair resolution.

Non-Refundable Items:
Many baked goods may be non-returnable due to their nature or for hygiene reasons. These may include personalized or custom-made products, perishable goods, or items explicitly marked as non-refundable in the product description. Please carefully review the product listing before making a purchase.

Payment Refunds:
Refunds, when approved, will be issued through the original payment method used for the purchase. The refund amount will typically include the product price and any applicable taxes or fees. Please note that it may take a few business days for the refunded amount to be reflected in your account, depending on your payment provider.

Exceptions:
Please note that this Refund Policy does not override any statutory consumer rights that you may have under applicable laws in your jurisdiction.

We encourage you to review the specific refund policies provided by individual bakers, as they may have additional terms and conditions that apply to their products.

If you have any questions or require further assistance regarding our Refund Policy, please reach out to our customer support team. We are here to help and ensure a positive experience for all our users.

Please note that this Refund Policy is effective as of the date of publication and is subject to change without prior notice.