Refund policy

At Crema Cheesecakes, we prepare and ship refrigerated, perishable food products. For this reason, our cancellation, return and refund policy is adapted to the nature of the cheesecakes and other baked goods sold through cremacheesecakes.com.

1. Order cancellations

You may request the cancellation of an order and a full refund provided that the order has not yet been prepared, packed or marked as ready for dispatch in our order management system.

To request a cancellation, please contact us as soon as possible at info@cremacheesecakes.com and include:

  • Your first name and surname.
  • Your order number.
  • The email address used to place the order.
  • An express request to cancel the order.

Receipt of your request does not guarantee that the order can be cancelled. We will check its status and confirm whether it is still possible to stop its preparation.

Once the order has been prepared, packed or marked as ready for dispatch, it cannot be cancelled due to the perishable nature of the product and because the logistics process will already have begun.

2. Right of withdrawal

The cheesecakes and other products sold by Crema Cheesecakes are refrigerated, perishable food products that are liable to deteriorate or expire rapidly.

For this reason, the general right of withdrawal due to a change of mind does not apply once the order has been received.

Returns will not be accepted for reasons such as:

  • A change of mind by the customer.
  • An error by the customer when selecting the product or quantity.
  • The recipient being absent at the time of delivery.
  • Failure to consume the product within the recommended period.
  • Incorrect storage after delivery.

This exclusion does not limit your rights where the product arrives damaged, deteriorated, unfit for consumption, does not match the order or otherwise lacks conformity.

3. Checking your order

Due to the refrigerated and perishable nature of the products, we recommend checking the condition of your order immediately after delivery.

Before disposing of the packaging, please check:

  • The external condition of the parcel.
  • That the packaging does not show dents, breakage, moisture or signs of opening.
  • That all ordered products have been delivered.
  • That the products do not show damage or signs of deterioration.
  • That the order has been received under suitable refrigerated conditions.

If the packaging shows visible damage, we recommend recording the issue with the carrier and taking photographs before opening it.

4. Reporting an issue

If the order arrives damaged, deteriorated, incomplete, contains the wrong product or shows a possible interruption of the cold chain, we recommend reporting it within 24 hours of delivery.

Please report the issue to: info@cremacheesecakes.com .

Where possible, please include:

  • Your first name and surname.
  • Your order number.
  • The approximate date and time of delivery.
  • A detailed description of the issue.
  • Photographs of the outer packaging.
  • A photograph of the shipping label.
  • Photographs of the affected product.
  • Any relevant information about its condition or temperature.

Reporting the issue within the first 24 hours helps us verify the transport conditions and process the incident with MRW.

However, the expiry of this period will not in itself result in the loss of any statutory rights you may have in relation to a lack of conformity.

5. Damaged, deteriorated or incorrect products

An issue may be deemed to exist, among other cases, where:

  • A product different from the one ordered is delivered.
  • Products or units included in the order are missing.
  • The product arrives broken, crushed or damaged.
  • The product shows signs of deterioration at the time of delivery.
  • The product is not fit for consumption.
  • The cold chain has been disrupted for reasons attributable to transport.
  • The product does not match its advertised essential characteristics.

We will review each issue based on the information provided, the photographs, the condition of the shipment, the delivery date and any checks that may be carried out with the carrier.

6. Available remedies

Where it is confirmed that a product has arrived damaged, deteriorated, unfit for consumption or does not match the order, we will offer the appropriate remedy taking into account the nature of the product and the circumstances of the case.

The remedy may include:

  • Replacement of the affected product.
  • A new shipment at no additional cost.
  • A refund for the affected product.
  • A proportionate price reduction.
  • A full refund of the order where the issue is sufficiently serious and affects the entire purchase.

Remedies relating to non-conforming products will be provided at no cost to the customer.

7. Physical returns

Due to the food, refrigerated and perishable nature of our products, products must not be returned on your own initiative.

Do not send any product to our premises without first contacting Crema Cheesecakes and receiving express instructions.

In most cases, we will be able to handle the issue using photographs, order information and checks with the carrier, without requiring the food product to be physically returned.

If Crema Cheesecakes expressly requests the return or collection of a non-conforming product, we will bear the relevant costs and provide the necessary instructions.

Returns sent carriage forward or without prior authorisation will not be accepted.

8. Product storage

Once received, products must be kept refrigerated at a temperature between 2 °C and 4 °C.

The optimal consumption period is 3 to 4 days, without prejudice to any use-by date, best-before date or specific instructions shown on the product label.

We cannot accept responsibility for deterioration occurring after delivery as a result of:

  • Storage at an unsuitable temperature.
  • A break in the cold chain attributable to the customer.
  • Leaving the product at room temperature for an extended period.
  • Incorrect handling.
  • Consumption after the stated date or recommended period.

9. Failed deliveries

The customer must provide a correct address and ensure that someone is available to receive the order on the expected delivery date.

Due to the perishable nature of the products, it is particularly important to receive the order on the first delivery attempt.

We cannot accept responsibility for deterioration where delivery cannot be completed due to:

  • An incorrect or incomplete address.
  • Repeated absence of the recipient.
  • Lack of access to the delivery location.
  • Unjustified refusal of the order.
  • Lack of cooperation by the customer in coordinating delivery.

This limitation will not apply where the failed delivery is attributable to Crema Cheesecakes or the carrier.

10. Refunds

Where a refund is due, it will be issued using the same payment method used for the purchase, unless technically impossible or another solution is expressly agreed.

Crema Cheesecakes will process the refund without undue delay once the issue has been reviewed and accepted.

The time required for the amount to appear in your account may depend on Shopify Payments, PayPal, the card issuer or your bank.

Any processing time imposed by the bank or payment provider is outside the control of Crema Cheesecakes once the refund has been correctly issued.

If you have not received a refund that has already been confirmed, please contact us at info@cremacheesecakes.com and include your order number.

11. Return costs

Where a return or collection is required due to an error by Crema Cheesecakes, damage during transport or a lack of conformity, Crema Cheesecakes will bear the necessary costs.

As perishable products cannot be returned due to a change of mind, there is no standard customer-paid return procedure.

12. Contact

To request a cancellation, report an issue or ask about the status of a refund, please contact:

Last updated: 6 August 2026.