Returns, Refunds & Product Care Policy

Returns, Refunds and Product Care Policy 

At The Royal Gem Enclave, we are committed to quality, careful preparation and excellent customer service. Every order receives attention from preparation and packaging through transportation, delivery, and customer aftercare.

1. Product Preparation and Packaging 

We take appropriate precautions to ensure our products are prepared and packaged for safe delivery. Delicate products, including decorated cakes, are secured using suitable packaging and cake boards where appropriate. We also consider weather conditions, frosting suitability and storage requirements when preparing orders. 

2. Safe Transportation and Delivery 

Delivery personnel are informed of the nature of each package and any special handling requirements. Riders are reminded to ride carefully, and drivers are instructed to drive cautiously and handle packages responsibly to minimise avoidable damage during transit. 

Despite these precautions, if an order arrives damaged, incorrect or defective, customers should report the issue promptly for assessment. 

3. Customer Handling and Product Care 

Customers are informed of the appropriate handling, storage and preservation instructions for their orders upon delivery or collection. 

Products requiring refrigeration should be refrigerated promptly and stored appropriately. Customers are advised not to leave such products outdoors or in unsuitable conditions. 

Where gift hampers contain perishable food items, customers are advised to remove those items from the hamper when necessary and store them appropriately to maintain their quality and freshness. 

Customers are expected to follow the care instructions provided for their particular products. 

4. Return Eligibility 

Due to the delicate, perishable and customised nature of many of our products, we do not accept returns for change of mind or simply because a customer no longer wants an item. 

Customers may report orders that arrive damaged, contain incorrect items, are defective or have a confirmed quality issue. Each case will be assessed individually to determine an appropriate resolution. 

This policy does not exclude any consumer rights or remedies that may apply under applicable law. 

5. Reporting Damage or Order Issues 

Customers are requested to inspect their orders upon delivery or collection and report visible damage, missing items or discrepancies immediately, preferably within 1–3 hours of receipt. 

Please provide the order details, a description of the issue and clear photographs of the affected items and packaging where applicable. 

Issues reported after this period will be carefully assessed based on the circumstances and available evidence. Concerns that could not reasonably have been identified upon receipt will also be considered individually. 

For food safety concerns, customers should stop consuming the affected product while the issue is being assessed. 

6. Customer Responsibility and Post-Delivery Care 

Customers are responsible for following the handling, storage and preservation instructions provided for their products. 

Where a product's condition may have been affected by improper handling, unsuitable storage, delayed refrigeration or failure to follow the care instructions provided, these circumstances will be considered when assessing a complaint. 

Damage or deterioration reasonably attributable to improper handling or storage after delivery may not qualify for a refund or replacement. 

Each complaint will be assessed individually, taking into account the product's condition at delivery, the care instructions provided, the information supplied by the customer and any available photographs or other relevant evidence. 

7. Customised and Perishable Products 

Custom cakes, baked goods, natural drinks, personalised hampers and other made-to-order products are not eligible for cancellation or return due to a change of mind once preparation has commenced. 

Where an item is damaged, defective, incorrect or does not match the agreed order, customers should contact us for an assessment. 

8. Refunds and Replacements 

Following an assessment, the appropriate resolution may include a replacement, correction of the order or refund, depending on the circumstances and applicable requirements. 

The outcome will be communicated directly to the customer. Approved refunds will be processed through an agreed payment method, and the expected processing time will be communicated. 

Customers should contact us before arranging to return an item so that appropriate instructions can be provided. 

9. Return Delivery Costs 

Where a return is agreed upon, the customer will generally be responsible for the associated delivery costs. However, The Royal Gem Enclave may, at its discretion and depending on the circumstances, contribute towards or cover some or all of these costs. 

Any applicable consumer rights regarding refunds, replacements or delivery costs remain unaffected by this policy. 

10. Contact Us 

For assistance with a damaged, incorrect or defective order, please contact The Royal Gem Enclave through our official business contact details. 

We appreciate your trust in our business and remain committed to handling every order and customer concern with care, fairness and professionalism.