Returns & Refund Policy

At The English Cake Company, we take great pride in preparing our cakes, desserts, and baked goods fresh each day using the finest ingredients. Because our products are fresh, perishable food items, our returns policy differs from that of non-food retail items.

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1. Perishable Products

Due to food safety regulations and the perishable nature of our products:

• Cakes, pastries, desserts, and other baked goods cannot be returned or exchanged once they have left the store.

• We are unable to accept returns for items that have been consumed, partially consumed, or stored incorrectly after purchase.

2. Quality Concerns

Customer satisfaction is extremely important to us.

If you believe your product has a quality issue or was not prepared as expected, please notify us within 24 hours of purchase or delivery.

Where appropriate, we may offer one of the following at our discretion:

• Replacement of the product

• Store credit

• Partial or full refund

To help us resolve the issue, customers may be asked to provide:

• Proof of purchase (receipt or order confirmation)

• Photographs of the product

• Details of the concern

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3. Incorrect Orders

If you receive an incorrect item due to an error on our part, please contact the outlet or our customer service team immediately.

We will arrange:

• Replacement of the item, or

• A refund or store credit where appropriate.​

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4. Custom Cakes & Special Orders

Custom cakes and specially prepared orders are made specifically for each customer.

• Once production has begun, custom orders cannot be cancelled or refunded.

• If cancellation is requested 48 hours or more before the scheduled pickup/delivery, a refund may be considered at management’s discretion.

• Deposits for custom cakes are generally non-refundable, as ingredients and preparation are already committed.​

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5. Storage & Handling

Our cakes and desserts are best enjoyed fresh.

The English Cake Company cannot accept responsibility for products that:

• Have been stored improperly after collection or delivery

• Have been transported incorrectly by the customer

• Have been kept beyond the recommended consumption time​

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6. Allergies & Ingredients

While we take great care in preparation, our products are made in kitchens that handle:

• Gluten

• Dairy

• Eggs

• Nuts

Customers with allergies or dietary restrictions should inform our team when ordering.

Refunds cannot be provided for allergic reactions if the ingredients were disclosed.

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7. Contact Us

If you have any concerns regarding your order, please contact the outlet where your purchase was made or reach us through:

The English Cake Company
Customer Service Team

📞 +94 11 250 1344
 

Privacy Policy

Effective Date: Jan 2023

At The English Cake Company (Pvt) Ltd, we respect your privacy and are committed to protecting your personal information. This Privacy Policy explains how we collect, use, store, and protect your information when you visit our stores, website, or interact with us.

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1. Information We Collect

We may collect personal information when you interact with us, including when you place orders, make reservations, sign up for promotions, or contact us.

The types of information we may collect include:

Personal Information

• Name

• Phone number

• Email address

• Delivery address

• Billing details (if applicable)

Order Information

• Products ordered

• Order history

• Delivery or collection details

• Special requests (e.g., cake messages)

Technical Information
When visiting our website, we may collect:

• IP address

• Browser type

• Device information

• Website usage data through cookies

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2. How We Use Your Information

We collect and use your information to:

• Process and fulfill orders

• Deliver cakes and products

• Respond to customer inquiries

• Manage reservations and bookings

• Improve our products and services

• Send promotional offers or updates (if you opt in)

• Ensure security and prevent fraud

• Comply with legal obligations

3. Marketing Communications

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If you choose to subscribe to our promotions or newsletters, we may send you:

• Special offers

• Seasonal promotions

• Event announcements

• New product updates

You may unsubscribe at any time by following the unsubscribe link in our emails or contacting us directly.

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4. Sharing of Information

We do not sell or rent your personal information.

We may share information with trusted service providers when necessary, including:

• Payment processors

• Delivery partners

• IT and website service providers

• Marketing platforms (SMS/email services)

These partners are required to handle your data securely and only for the purposes we specify.

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5. Cookies and Website Tracking

Our website may use cookies and similar technologies to improve your browsing experience.

Cookies help us:

• Understand how visitors use our website

• Remember preferences

• Improve website performance

You can adjust your browser settings to decline cookies if you prefer.

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6. Data Security

We take reasonable steps to protect your personal information from:

• Unauthorized access

• Loss or misuse

• Disclosure or alteration

However, no internet transmission or electronic storage method is completely secure.

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7. Data Retention

We retain personal information only for as long as necessary to:

• Provide our services

• Maintain business records

• Meet legal and regulatory requirements

When information is no longer required, it is securely deleted or anonymized.

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8. Your Rights

You may request to:

• Access the personal information we hold about you

• Correct inaccurate information

• Request deletion of your personal data where appropriate

• Opt out of marketing communications

Requests may be made by contacting us directly.

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9. Third-Party Links

Our website or social media pages may contain links to third-party websites.
We are not responsible for the privacy practices of those websites.

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10. Updates to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements.

The updated version will be posted on our website with the revised effective date.

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11. Contact Us

If you have questions about this Privacy Policy or how your data is handled, please contact:

The English Cake Company (Pvt) Ltd

📞 +94 11 250 1344

Business Terms & Conditions

Effective Date: [Insert Date]

These Terms & Conditions govern the sale of products and services provided by The English Cake Company (Pvt) Ltd (“The English Cake Company”, “we”, “us”, or “our”). By purchasing products from our stores, website, or through delivery services, customers agree to the following terms.

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1. Products

The English Cake Company offers freshly prepared cakes, desserts, baked goods, beverages, and related food products.

Because our products are handcrafted and freshly made, slight variations in appearance, decoration, and colour may occur.

Images used in menus, advertisements, or online platforms are for illustration purposes only.

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2. Orders

Orders may be placed through:

• Our retail outlets

• Telephone orders

• Our website (where available)

• Approved delivery partners

Orders are subject to availability and confirmation.

The English Cake Company reserves the right to refuse or cancel orders where necessary, including in cases of suspected fraud or product unavailability.

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3. Custom Cake Orders

Custom cakes and special orders are made specifically to customer requirements.

Customers are responsible for ensuring that all details provided are accurate, including:

• Cake design

• Size and flavour

• Message wording

• Delivery or collection time

Once production has begun, custom orders cannot be modified or cancelled.

Deposits may be required for custom cake orders.

Deposits are non-refundable once preparation has commenced.

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4. Pricing

All prices are displayed in Sri Lankan Rupees (LKR) unless otherwise stated.

Prices may change without prior notice.

Taxes, service charges, or delivery charges may apply depending

on the order.

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5. Payments

Payment may be made via:

• Cash

• Credit or debit cards

• Approved digital payment methods

• Online payment platforms (where available)

Orders may require full payment or a deposit at the time of confirmation.

The English Cake Company reserves the right to decline payment methods where necessary.

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6. Collection and Delivery

Customers must collect orders at the agreed date and time.

If a delivery service is requested:

• Customers must provide accurate delivery information.

• Delivery times are estimates and may be affected by traffic or weather conditions.

The English Cake Company is not responsible for delays caused by circumstances beyond our control.

Customers must ensure someone is available to receive the order at the delivery location.

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7. Product Storage and Consumption

Our products are perishable and best consumed fresh.

Customers are responsible for following any storage instructions provided.

The English Cake Company cannot accept responsibility for product quality once items have:

• Been collected by the customer

• Been stored improperly

• Been transported incorrectly by the customer

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8. Allergens

Our products may contain or come into contact with common allergens including:

• Gluten

• Dairy

• Eggs

• Nuts

• Soy

Customers with allergies or dietary restrictions should inform our staff before placing an order.

We cannot guarantee a completely allergen-free environment.

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9. Returns and Refunds

Due to the perishable nature of our products, returns are generally not accepted.

Refunds or replacements may be offered in cases where:

• The product was incorrect due to our error

• A product quality issue is reported within 24 hours of purchase

Customers may be required to provide proof of purchase and photographs.

Refund decisions are made at management’s discretion.

10. Limitation of Liability

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To the fullest extent permitted by law, The English Cake Company shall not be liable for:

• Indirect or consequential losses

• Losses arising from misuse or improper storage of products

• Delays caused by third-party delivery services

Our liability shall not exceed the value of the product purchased.

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11. Intellectual Property

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All branding, logos, designs, menus, images, and marketing materials used by The English Cake Company are the intellectual property of the company and may not be copied or reproduced without written permission.

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12. Changes to Terms

The English Cake Company reserves the right to modify these Terms & Conditions at any time.

Updated terms will be published on our website or made available in-store.

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13. Governing Law

These Terms & Conditions shall be governed by the laws of Sri Lanka.

Any disputes arising shall be subject to the jurisdiction of the courts of Sri Lanka.

14. Contact Information

The English Cake Company (Pvt) Ltd

📞 +94 11 250 1344