Refund & Cancellation Policy
At Charissine Creations, each order is prepared or designed with care. Because many of our products and services are custom, personalized, made to order, perishable or digital, different refund and cancellation conditions apply depending on the type of product or service purchased.
Please review this policy carefully before placing or confirming your order.
CUSTOM CAKES, COUTURE CUPCAKES & COUTURE COOKIES
Due to the perishable and made-to-order nature of our couture cakes, couture cupcakes and couture cookies, all food sales are final once the order has been completed and delivered, except where there is an error attributable to Charissine Creations or where otherwise required by applicable law.
We do not accept returns of cakes, cupcakes, cookies or other perishable food products.
Cancellations
If you need to cancel an order, please contact Charissine Creations as soon as possible.
The 60% booking retainer is non-refundable because your event date is reserved in our production schedule and time, planning and resources may be committed specifically to your order.
For orders valued at $150 or less, full payment is required when the order is placed. Because these orders may involve custom preparation, purchased ingredients, materials or other order-specific costs, amounts paid are generally non-refundable once the order has been confirmed.
If you choose to cancel an order, payments already made are generally non-refundable due to the custom and made-to-order nature of Charissine Creations' products and services.
In exceptional circumstances, any credit or transfer offered will be considered at Charissine Creations' discretion.
Cancellation of an order does not automatically entitle the client to a refund, credit, date transfer or transfer of payments to another order.
Any additional cancellation conditions provided in your individual quote, invoice, booking confirmation or service agreement will also apply.
Changes to an Order
Requests to change event dates, flavours, quantities, sizes, colours, designs, wording, delivery details, setup requirements or other specifications should be made as early as possible.
Changes are subject to availability and may not always be possible.
Changes that increase the quantity, scope, complexity, materials, production time, delivery requirements or overall value of an order may result in additional charges.
Once production or custom design work has begun, some changes may no longer be possible.
ISSUES WITH CAKES, COUTURE CUPCAKES OR COUTURE COOKIES
If there is a problem with your order that you believe resulted from an error by Charissine Creations, please contact us as soon as reasonably possible after receiving the order.
Please include your name, order or invoice information, a description of the issue and clear photographs where applicable.
Depending on the circumstances, an appropriate resolution may include a replacement, correction, store credit, partial refund or refund.
Concerns are reviewed individually based on the nature of the issue and the portion of the order affected.
Because each product is handcrafted, minor variations in colour, placement, piping, flowers, hand-painted details, textures, shapes and other artistic elements may occur and are not considered defects where the overall agreed design direction has been maintained.
CUSTOM & PERSONALIZED STATIONERY
Custom and personalized stationery is created specifically for each client. For this reason, customized products generally cannot be returned or exchanged because of a change of mind once production has begun.
Clients are responsible for carefully reviewing proofs before approval, including:
- Names and spelling
- Dates and times
- Addresses and venue information
- Wording
- Quantities
- Colours
- Sizes
- Design selections
Once a proof has been approved, Charissine Creations is not responsible for errors contained in the approved proof unless the final product differs from the approved version.
If Charissine Creations makes a production or printing error, please contact us promptly so we can review the issue and determine an appropriate resolution.
NON-CUSTOM PHYSICAL PRODUCTS
For eligible non-personalized, non-perishable physical merchandise, please contact us within 14 days of delivery if you would like to request a return.
To qualify, the product must be unused, unworn where applicable, in its original condition and in its original packaging.
A receipt or proof of purchase may be required.
Please contact Charissine Creations before returning any product. Returns sent without prior authorization may not be accepted.
Unless the product arrived damaged, defective or incorrect due to our error, customers are responsible for return shipping costs.
Original shipping and delivery charges are generally non-refundable.
DIGITAL PRODUCTS
Due to the nature of digital products, digital purchases are generally final and non-refundable once the digital content has been delivered, downloaded, accessed or made available to you, except where required by applicable law.
This includes, where applicable:
- Digital planners
- Printable stationery
- Templates
- Digital artwork
- Illustrations
- Surface patterns
- Design assets
- Downloadable guides
- Digital files and other downloadable products
Please review the product description, dimensions, file format, compatibility and other requirements carefully before purchasing.
If you experience a technical problem accessing a digital product, please contact us so we can assist you.
ORIGINAL ARTWORK & CUSTOM DIGITAL DESIGN
Commissioned artwork, custom illustrations, original prints, custom patterns, personalized digital stationery and other bespoke digital design services may involve non-refundable design fees or retainers.
Once custom design work has begun, amounts attributable to work already completed are not refundable.
Any revision limits, approval stages, licensing terms and cancellation conditions specified in your quote, invoice, proposal or service agreement will also apply.
THE SIGNATURE EXPERIENCE
The Charissine Signature Experience may involve original artwork, custom design development and the coordination of multiple products or creative elements.
Because this work is developed specifically for an individual client and celebration, design work, commissioned artwork, purchased materials and completed production are generally non-refundable.
Cancellation, modification or postponement of a Signature Experience commission may also affect third-party materials, printing, production or other costs already incurred for the project.
Any project-specific terms included in your quote, proposal, invoice, booking confirmation or service agreement will also apply.
DAMAGED OR INCORRECT PHYSICAL ITEMS
Please inspect eligible shipped physical merchandise when it arrives.
If an eligible item arrives damaged, defective or materially different from what you ordered, contact Charissine Creations promptly and provide photographs of the product and packaging where applicable.
We will review the issue and, where appropriate, determine an appropriate resolution, which may include replacement, correction, credit or refund.
NON-RETURNABLE ITEMS
Unless required by applicable law, we generally cannot accept returns for:
- Couture cakes, couture cupcakes, couture cookies and other perishable foods
- Custom or personalized products
- Products made specifically to a client's specifications
- Approved custom stationery that has entered production
- Digital products that have been delivered, accessed or downloaded
- Gift cards
- Final-sale items where clearly identified before purchase
- Custom artwork or design work already completed
- Original Print™ or Signature Experience design work already completed
REFUNDS
When a refund is approved, it will generally be issued to the original payment method where possible.
Please allow your financial institution or payment provider additional processing time after a refund has been issued.
Shipping, delivery, setup, rush fees, completed design fees, booking retainers and other amounts specifically identified as non-refundable are generally not refunded unless required by applicable law or the refund results from an error for which Charissine Creations is responsible.
DELIVERY & CLIENT RESPONSIBILITY
Once a cake, cupcake, cookie, stationery order or other product has been delivered and accepted in satisfactory condition, Charissine Creations cannot be responsible for subsequent damage caused by improper handling, transportation, storage, temperature, weather or venue conditions, unsuitable display conditions or the actions of another person.
Any food handling, storage or display instructions provided with an order should be followed.
Additional delivery and setup conditions may be included in your individual quote, booking confirmation or service agreement.
CONTACT US
Questions about cancellations, returns, refunds, damaged products or other order concerns should be directed to Charissine Creations through the contact information provided on our website.
Please include your name, order or invoice number, description of the concern and relevant photographs or documentation when contacting us about an order.
Charissine Creations
Edmonton, Alberta, Canada
charissinecreations@gmail.com