Orders & Payments

• All orders are subject to availability. We may not be able to accommodate orders depending on our production schedule. We recommend placing orders as early as possible, especially for custom or large orders. 

• Customers are responsible for reviewing order details before confirming order. 

• A non-refundable deposit is required to secure your booking. Orders are not confirmed until the deposit has been received; you will lose your spot if payment is not received. 

  • All orders below $100.00 require a full payment at the time of booking. 

  • For orders $100.00 and above, a 70% non-refundable deposit is required when placing an order. Full payment must be made by 12:00 pm, 1 day before pickup/delivery.

• Payments can be made via credit, debit, cash or cheques. 

• The customer is responsible for contacting Rosewood & Pine Ltd regarding any changes requested to the original order, if work has begun changes may not be possible. 

• Rosewood & Pine Ltd reserves the right to reject any changes and to increase the quoted price for any extra work or equipment required. 

 

Allergies & Dietary Requirements

• Although Rosewood & Pine Ltd takes precautions to create an allergen-free environment; products supplied by Rosewood & Pine Ltd may contain or come in contact with common allergens. These include, but are not limited to, dairy, gluten, nuts, cocoa. 

• Customers with allergies or food sensitivities are responsible for disclosing the information beforehand.

• Rosewood & Pine Ltd does not accept liability for health-related complications that may result from the consumption of the products. 

• It is the customer's responsibility to communicate to all guests and individuals consuming the product of potential allergens and risks. 

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Pickup & Delivery

• Customers will have the opportunity to inspect the product prior to taking delivery, if in the event the client refuses the product see returns section of contract. 

• After delivery or pickup, the customer assumes responsibility for the baked goods and Rosewood & Pine Ltd is not responsible for any damage following.

• The customer is responsible for informing Rosewood & Pine Ltd if someone else is picking up the order on the recipient's behalf. It is the customers responsibility to ensure they are aware of the terms and conditions of delivery and pick-up.

Delivery

• Delivery date and time will be agreed upon at time of confirming order, customers are responsible for informing Rosewood & Pine Ltd of any changes to delivery details. 

• The customer is responsible for providing clear delivery instructions and informing Rosewood & Pine Ltd of any adverse conditions, such as animals, that may affect our ability to make the delivery. 

• Customer will ensure that someone is available to receive the order. In the event a customer is not able to receive the order at the agreed upon time. A 30 minute buffer period will be provided, upon its completion; Rosewood & Pine Ltd is not liable for orders left unattended. Also the customer forfeits the opportunity to inspect the product, and accepts it as is. 

Pick-up

• Pick-up date and time will be agreed upon at time of confirming order, showing up unexpectedly will be considered trespassing. 

• Pick-ups are done at a private residence, customers will be held accountable for any damage done to the property. 

• Rosewood & Pine Ltd is not responsible for any damage to the customers or the customers property while picking up product. 

 

Refunds, Returns & Cancellations

Returns 

• All sales are final, and no returns will be accepted due to food safety laws and hygiene standards. Accepting returns would undermine the quality we maintain across our customer base. 

• In the event the customer denies the product at the final confirmation, a 30% refund will be offered based on the subtotal of the order; customer also forfeits the order. Orders less than $100.00 will receive no refund, and customer can decide whether they will take the order. 

Refunds 

• Orders not picked up at the agreed time or date are considered forfeited and are non-refundable 

• In the event Rosewood & Pine Ltd must cancel an order, a full refund or reschedule will be offered. 

Cancellations 

• All products are made to order, cancellations depend on whether work has begun on the product. If work has begun on the order, a refund may not be possible.  

 

Edible Images & Custom Designs

• Due to the handmade nature of our products, colours, shapes and decorations may have slight variation, and final designs may look slightly different than the inspiration. 

• Designs may also vary slightly due to ingredient availability and artistic discretion.  

• Images printed on edible paper may not print as sharp, for best results provide high-resolution JPEG or PNG. 

• Edible printer paper adds an extra layer on top of the product, which may alter the taste and texture. 

 

Use of Images

• Rosewood & Pine Ltd reserves the right to photograph, reproduce, and use the finished product for promotional purposes, including but not limited to our website, social media, advertisements, and marketing materials. 

 

Limitation of Liability

• Rosewood & Pine Ltd is not responsible for any damages caused by guests, caterers, or individuals not employed by Rosewood & Pine Ltd. The client must ensure a proper environment for the products. 

• Rosewood & Pine Ltd’s total liability for any claim shall not exceed the price paid by the customer for the products in question.

• Shall not be liable for any failure or delay in fulfilling orders due to circumstances beyond our reasonable control, may include, but are not limited to: 

  • Natural disasters, extreme weather, fires, floods, or pandemics. 

  • Transportation disruptions, supply shortages, or ingredient unavailability. 

  • Power outages, system failures, or acts of government that impact business operations. 

• While every effort will be made to ensure timely delivery, a delay in transit due to these unforeseen circumstances does not warrant a discount or refund.  

 

Quality Concerns & Complaints 

• If you have any concerns about the quality of the product please reach out immediately, Rosewood & Pine Ltd will work with the customer to find a suitable and fair resolution.

• Investigation Process: Some complaints may require further investigation such as: 

  • Verifying order details to ensure accuracy. 

  • Checking preparation and handling process to identify any issues. 

  • Reviewing photos or other evidence if necessary. 

• Every situation is unique, an immediate solution may not be possible, Rosewood & Pine Ltd will keep customer informed throughout the process and strive to resolve the matter as soon as possible.

 

Privacy & Data Protection

• We collect only the necessary information required to process orders, including names, contact details, and payment information. 

• Payment transactions are processed securely through third-party payment processors, and card details will not be stored. 

 

Intellectual Property Rights

• All images, branding, and materials displayed on our website or social media are the intellectual property of Rosewood & Pine Ltd.  

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Policy Updates & Changes

• Rosewood & Pine Ltd reserves the right to update, modify, or change these Terms & Conditions at any time without prior notice. 

 

Acceptance of Terms

By placing an order or purchasing a product from Rosewood & Pine Ltd you acknowledge that you have read, understood, and agreed to these terms and conditions. 

 

Thank you for choosing Rosewood & Pine Ltd! We appreciate your support.