1. Cancellations

Party Wafers products are personalised edible products made specifically to your order.

If you need to cancel an order, contact us as soon as possible before production begins.

Because our production process can begin shortly after payment and design approval, we cannot guarantee that an order can be cancelled once it has entered production.

Once personalised production has started, the product may already have been created specifically for you even though it has not yet been dispatched.

To request a cancellation, email hello@partywafers.co.uk and include your order number.

2. Returns

Because Party Wafers products are personalised and edible, we do not normally accept physical returns simply because you have changed your mind.

Please do not send food products back to us unless we specifically ask you to do so.

We do not normally accept change-of-mind returns for:

• Personalised or custom-made wafers.
• Products that are no longer wanted after production.
• Customer-approved spelling, wording, date or design details.
• Problems caused by incorrect storage or handling after delivery.

This does not affect your statutory rights where the products are faulty, damaged, incorrect or not as described.

3. Damaged, faulty or incorrect orders

If your order arrives damaged, faulty, incorrect or materially different from the order you approved, please contact us as soon as possible.

We ask that problems are reported within 48 hours of delivery where reasonably possible so that we can investigate the issue quickly and while the condition of the delivery can still be assessed.

Email hello@partywafers.co.uk and include:

• Your order number.
• A short description of the problem.
• Clear photographs of the affected wafers.
• Photographs of the outer packaging where the order appears to have been damaged during delivery.

Once we have reviewed the information, we will provide an appropriate solution where the order is confirmed to be faulty, damaged, incorrect or otherwise not in accordance with the contract.

Depending on the circumstances, this may include a replacement, partial refund or full refund.

4. Refunds

Where a refund is approved, it will normally be returned to the original payment method used for the order.

Processing times after we issue a refund can vary depending on your bank, card issuer or payment provider.

A refund or replacement may not be appropriate where:

• The design shown in the approved preview was produced correctly.
• The problem results from incorrect information entered or approved by the customer.
• A spelling error, date, name or wording was visible in the design approved before ordering.
• The wafers have been damaged through incorrect storage, moisture, heat, handling or use after delivery.
• There is insufficient information to establish that the product supplied was faulty or incorrect.

None of the above removes any statutory rights you may have where the goods do not conform to the contract.

5. Your responsibility before ordering

Party Wafers allows you to see and approve your wafer design before placing the order.

Please review the preview carefully before approval, particularly:

• Names.
• Dates.
• Ages.
• Wording and spelling.
• Uploaded artwork or logos.
• Quantity.
• Delivery address.
• Delivery service.

When you approve a design, you confirm that you are happy for that artwork to be used for your order.

Colour and print variation

A digital screen and edible wafer are different materials. Colours, contrast and very fine detail may therefore vary slightly from the on-screen preview.

Storage

Keep wafers sealed in their original packaging in a cool, dry place away from moisture, direct sunlight and heat.

Do not refrigerate unless the product packaging specifically instructs otherwise, as condensation and moisture can affect wafer texture and print quality.

6. Delivery problems

If tracking shows a delivery problem, the parcel has arrived damaged or you believe your parcel has been lost, contact us with your order number and relevant information.

Where appropriate, we may need to investigate the delivery with the courier before confirming the next step.

Please ensure the delivery address entered during checkout is complete and accurate. Additional costs or failed delivery caused by an incorrect address supplied by the customer may not be refundable.

7. Your statutory rights

Nothing in this policy is intended to exclude or restrict rights that cannot legally be excluded or restricted.

If goods are faulty, damaged, not as described or otherwise do not conform to your contract with us, you may have legal rights in addition to the remedies described in this policy.

Please also read our Terms & Conditions for the full terms applying to orders placed through Party Wafers.

8. Contact us

For a cancellation request, damaged order, refund question or any other issue with an existing order, contact:

Party Wafers
Bespoke Wafers Limited
10 Hallcraig Street
Airdrie
ML6 6AH
United Kingdom

Email: hello@partywafers.co.uk

Telephone: 0141 459 1029

Opening hours: Monday–Friday, 10AM–5PM.