Returns & Privacy Policy

TERMS OF SERVICE

Right to Cancel

You may cancel your order prior to it being dispatched. Once it has been dispatched it cannot be cancelled and if no longer needed may be returned to us at your own postage cost. The item must be returned in it’s entirety in the original packaging.

We reserve the right to cancel any order we deem to have been made with an attempt to breach copyright laws. Our designs are protected by copyright laws and we are an active member of ACID (Anti-Copying-In-Design). We will actively pursue breach of copyright through the legal system if any order or attempt to copy our designs is made.

Returns/Replacement Policy

The presentation and delivery of your gift is extremely important to us and we do everything we can to ensure that your chosen gift is of the highest quality and will arrive to you in tact.

In the unlikely event that you are unhappy with your order, or your order arrived damaged in transit, please contact us immediately on info@coochycoonappycakes.co.uk.

If your order is damaged please include a photograph of the item with your e-mail so that we may issue a complaint to the delivery company.

We want to deliver a very high level of customer service and therefore should your parcel become damaged please contact us and we will either send a replacement item, or issue a full refund of the postage charge or for the full item (if it cannot be replaced in time). We will also provide you with a pre paid postage label for the safe return of the damaged item.

Consumer Rights Directive

The period under which consumers can withdraw from a sales contract has been extended to 14 calendar days (compared to the seven days legally prescribed by EU law ). This means that you can return the goods for whatever reason if you change your mind. You will have 14 days from the date your item was received. This date will be determined by the tracking information given by our courier.

  • If you are returning your parcel because you have changed your mind you will bear the return postage cost. Should you wish to choose Royal Mail for your return then you will bear the cost when you take the item to the post office. Please use the address details listed on your label as the return address.

  • The refund will only be applied once we have received the item back in it’s entirety and in a good condition.
  • No refund or replacement can be made for personalised items.

 Personalised Products

  • If purchasing goods that require personalisation it is your responsibility to ensure all spellings are correct prior to submitting the order. There is no refund or replacement available for items that have been personalised. If you realise there has been a mistake after you have placed your order please contact us immediately so that we can correct it before your order has been dispatched.

Privacy Policy and GDPR

In line with the EU GDPR Regulations 2018 we have set out here how we use and retain your personal information, such as.

  • the personal information we collect;
  • the legal bases we rely upon on to collect, use, and share personal information;
  • the third parties with whom we share personal information;
  • the length of time we keep personal information;
  • your rights regarding use of your personal information; and
  • how you can contact us with privacy-related requests.

1. The Personal Information we collect.

To fulfil your order, you must provide us with certain information such as your name, email address, postal address, payment information, and the details of the product that you’re ordering. You may also choose to provide us with additional personal information such as the receipient name and address when sending your gift direct to the recipient.

2. Legal bases we Rely upon to collect, use and share personal infomation.

We rely on a number of legal bases to collect, use, and share your information, including:

  • as needed to provide our services, such as when we use your information to fulfil your order, or to provide customer support;
  • if necessary to comply with a legal obligation or court order or in connection with a legal claim, such as retaining information about your purchases if required by tax law; and
  • as necessary for the purpose of my legitimate interests, if those legitimate interests are not overridden by your rights or interests, such as 1) providing and improving my services. We use your information to provide the services you requested and in our legitimate interest to improve our services; and 2) Compliance with the  Terms of Use. We use your information as necessary to comply with our obligations under the Terms of Use.
  • We do, on occassion, receive photographs that you have sent or shared with us of our products, which we like to share on our social media accounts (Instagram/Facebook/Twitter). We will always obtain written permission from you to share your image before doing so. It is your right to refuse permission and we respect and adhere to this decision.

3. Third Parties with whom we share personal data

Information about our customers is important to our business. We share your personal information for very limited reasons and in limited circumstances, as follows:

  • Service providers. We engage certain trusted third parties to perform functions and provide services to our business, such as delivery companies. We will share your personal information with these third parties, but only to the extent necessary to perform these services, such as delivery notifications for delivery tracking purposes.
  • Compliance with laws. We may collect, use, retain, and share your information if we have a good faith belief that it is reasonably necessary to: (a) respond to legal process or to government requests; (b) enforce our agreements, terms and policies; (c) prevent, investigate, and address fraud and other illegal activity, security, or technical issues; or (d) protect the rights, property, and safety of our customers, or others.
  • We do not engage any third party or in house marketing campaigns and so your information will not be stored, shared or used for marketing purposes.
  • Your financial information is not stored anywhere on our systems or databases and will not be seen, used or shared in any way. Our payments are managed by two secure trusted payments providers, Paypal and Worldpay and only they have details of your financial information to process the payment for your order.

4. Data Retention

  • We retain your personal information only for as long as necessary to provide you with our services and as described in our Privacy Policy. However, we may also be required to retain this information to comply with our legal and regulatory obligations, to resolve disputes, and to enforce our agreements. We generally keep your data for the following time periods: 4 years.

5. Your rights regarding retention of personal data

If you reside in certain territories, including the EU, you have a number of rights in relation to your personal information. While some of these rights apply generally, certain rights apply only in certain limited cases. We describe these rights below:

  • Access. You may have the right to access and receive a copy of the personal information we hold about you by contacting us using the contact information section of our website.
  • Change, restrict, delete. You may also have rights to change, restrict my use of, or delete your personal information. Absent exceptional circumstances (like where we are required to store data for legal reasons) we will generally delete your personal information upon request.
  • Object. You can object to (i) our processing of some of your information based on our legitimate interests and (ii) receiving marketing messages from us after providing your express consent to receive them. In such cases, we will delete your personal information unless we have compelling and legitimate grounds to continue using that information or if it is needed for legal reasons.
  • Complain. If you reside in the EU and wish to raise a concern about our use of your information (and without prejudice to any other rights you may have), you have the right to do so with your local data protection authority.

6. How to Contact us

For purposes of EU data protection law, we, Coochy Coo Nappy Cakes Ltd, are the data controller of your personal information. If you have any questions or concerns, you may contact us at info@coochycoonappycakes.co.uk

For ways to contact us please see the Contact Us Section of our website for the various options available to you.