Refund policy

Returns and Cancellation Policy

At Two Tweens, we want you to be delighted with your sweet treats and merchandise! Please take a moment to read our policy regarding returns and cancellations.

Perishable Goods 

Given the perishable nature of our food products, we are generally unable to accept returns or offer refunds once an order has been dispatched for delivery. This is because we cannot guarantee the quality and freshness of the products once they have left our care.

However, we understand that sometimes things don't go as planned. Here are some scenarios and how we'll handle them:

• Damaged in Transit: If your order arrives damaged due to the courier's handling, please contact us immediately (within 24 hours of receiving your order) with clear photos of the damage to both the packaging and the products. We will assess the situation and, if deemed appropriate, offer store credit for the value of the damaged items or a replacement of the damaged items on your next order, subject to availability. Please note that our liability for damage during transit is limited to the remedies outlined above and is subject to the terms and conditions of our chosen courier service.
• Incorrect Order: If you receive the wrong items, please notify us within 48 hours of receiving your order. We will arrange for a store credit for the incorrect items or a replacement to be sent to you (subject to availability) at no additional cost. We may request that you provide photo evidence of the incorrect items received.
• Quality Issues: If you believe the quality of your perishable goods is not up to our standards, please contact us within 24 hours of receiving your order with detailed information and photos. We take quality seriously and will investigate the issue. If we find that the product did not meet our quality standards upon dispatch, we may, at our discretion, offer store credit for the affected items. Please understand that variations in appearance or minor imperfections that do not affect the taste or overall enjoyment of the perishable goods may not be considered quality issues warranting store credit. 

Consumption of Cake:

Due to the perishable nature of our cakes and the care that goes into their preparation, we are unable to offer refunds or exchanges if a significant portion of the cake (typically more than 25%) has been consumed. Consumption of a substantial part of the product suggests that the cake was largely acceptable to the customer.

Allergen Information:

We take the safety of our customers seriously. All known allergens present in our food products are clearly listed on the individual packaging of the product or on the box containing the individual products for example bulk orders packaged into one box. This information is also readily available on our website at www.twotweens.co.nz under the specific product details.

It is the sole responsibility of the customer to carefully review all provided allergen information before consuming our products to ensure they are suitable for their dietary needs and to avoid any potential allergic reactions. Two Tweens will not be held liable for any allergic reactions resulting from the consumption of our products where allergen information was clearly provided.

Merchandise:

For non-perishable merchandise (e.g., branded items), we will accept returns within 7 days of you receiving your order, provided the items are:

• Unused and in their original packaging.
• In resalable condition.

If your returned merchandise meets these conditions, we will offer store credit for the purchase price of the item(s). Please note that the cost of return shipping for merchandise is the responsibility of the customer, unless the return is due to a faulty item or an error on our part. We recommend using a tracked shipping method for returns as we are not responsible for items lost or damaged in transit back to us.

Cancellation Policy:

We understand that sometimes you may need to cancel your order. Please contact us as soon as possible if you wish to cancel.

• Perishable Goods: For orders containing perishable goods, cancellations may be possible if your order has not yet been prepared or dispatched. Once preparation has begun or the order has been dispatched, we are unable to offer a cancellation or store credit due to the nature of the products and potential food waste. Orders placed with less than 24 hours notice before the scheduled dispatch time are generally non-refundable.
• Merchandise: For orders containing only merchandise, cancellations can be accepted if the order has not yet been shipped. If the order has already been shipped, our standard merchandise return policy will apply.

Limitation of Liability:

To the maximum extent permitted by law, Two Tweens, employees, agents, and suppliers shall not be liable for any indirect, incidental, special, or consequential damages arising out of or in any way connected with the use of our website, social media, products, or services. Our total liability to you for any direct loss or damage arising in connection with your order shall not exceed the total amount paid by you for the applicable products or services. 

For merchandise, we are not liable for damage resulting from misuse, improper handling, or accidents occurring after the product has been received by you in good condition.

Other Protections for the Business:

• Force Majeure: We shall not be liable for any delay or failure to perform our obligations under this policy if such delay or failure is due to causes beyond our reasonable control, including, without limitation, acts of God, natural disasters, war, terrorism, riots, embargoes, strikes, lockouts, labor disputes, accidents, fire, flood, or delays or failures of third-party delivery services.
• Photographic Evidence: For all claims of damage or incorrect orders, we require clear photographic evidence to assess the issue. Failure to provide adequate evidence may result in the rejection of your claim.
• Time Limits for Claims: Please adhere to the timeframes outlined in this policy for reporting any issues (damage within 24 hours, incorrect order within 48 hours, quality issues with perishables within 24 hours). Claims made outside of these timeframes may not be accepted.
• Discretion on Remedies: While we aim to be fair and reasonable, the final decision on whether to provide store credit or a replacement rests with [Two Tweens after careful assessment of the situation.
• Care Instructions: For merchandise, where applicable, we may provide care instructions. We are not liable for damage to merchandise that occurs due to failure to follow these instructions.
• Changes to Policy: We reserve the right to modify or update this Returns and Cancellation Policy at any time without prior notice. Any changes will be effective immediately upon posting on our website.
• Important: Nothing in this policy is intended to exclude, restrict, or modify any rights or remedies you may have under the New Zealand Consumer Guarantees Act 1993, which cannot be excluded or limited by contract. Our goods come with guarantees that cannot be excluded under the Consumer Guarantees Act. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.   

How to Initiate a Return or Cancellation:

Please contact us via sales@twotweens.co.nz or through the contact form on our website with your order number and details of your request, including any relevant photographic evidence. We will get back to you as soon as possible to discuss your situation.