Refund Policy
Overview
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately, we can’t offer you a refund or replace or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Term of Sales
Only sold goods received in the following status are eligible for return or replacement
a. Cookies box is seriously deform due to high impact force (due to delivery process) which cause the cookies in the tin box or bottle 100% turn onto small pieces. We recommend that customer not to open the cookies box, take an evident (images or videos) and report to our sale personnel. However, customer need to provide evident where the mistake is come from delivery process and admitted by delivery personnel.
b. Missing item which not match with sale order. Before send our cookies box packages to dedicated courier service, our person in charge will make a checklist, signed with an photo taken before packing bag is seal. If any missing items were found, Venice Cookies House will make investigation on the sale order, checklist and packaging evident. Once prove that Venice Cookies House make mistake or overlook the missing items, Venice Cookies House will make direct baking, packing and courier the missing item to customer without any add on cost, or delivery charges.
c. Venice Cookies House provide a crumbly notes in every tin of butter cookies box. Customer is required to read carefully to make sure consume the cookies within the dedicated duration once cookies box is open. Venice Butter Cookies is bake and pack with dedicated production date based on each order. Every time open the cookies box and enjoy each bite of Venice Butter Cookies, customer must close the cover to avoid losing its crispness. Therefore, Venice Cookies House will not accept replacement of cookies that losing its crispness once cover is opened and stay opened which cause cookies losing its crispness.
d. Once cookies order and payment process is completed, customer can request for order cancellation with fulfillment of two circumstances. Once we receive your order, we will send WhatsApp message to each customer and inform the cookies preparation process from Order received, Ingredient preparation, Dough completion, Shaping completion, Baking completion, Packing completion and Delivery completed. We will only accept cancellation and refund before proceed to dough preparation process.
e. Customer is advised to provide correct delivering address and reachable mobile number. Once the delivery failed due to wrong address or not reachable mobile number, re-delivery will be arrange according to confirmation of delivering address and reachable mobile number. Meanwhile. customer will need to pay additional delivery charges again for new delivery process and the prepared cookies box is not refundable. Venice Cookies House will not prepare new cookies box and./or make new delivery without any charges. Please make sure inform our sale personnel to change/update new delivering address or reachable mobile number before we send out your cookies box, if any.
Refunds (If Applicable)
Once we had confirmed the return of delivered item, we will arrange a courier service pick up from dedicated customer at specific location. No additional charge will be apply to customer.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or Missing Refunds (If Applicable)
If you haven’t received a refund yet, first recheck your bank account. Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and still have not received your refund, please contact us at venicecookieshouse@gmail.com.
Sale Items (If Applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (If Applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at venicecookieshouse@gmail.com and send your item to us.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
You will be responsible for paying for your shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you are located, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over RM 500, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.