1. No Returns or Exchanges
Because our treats are consumable, perishable food items, and for the safety and quality assurance of all our customers, we cannot accept returns or offer exchanges for any product purchased through the Service.
2. Exceptions: Eligibility for Refund or Replacement
We will happily offer a refund or replacement if you receive a product that meets the following criteria:
Product Damage: The product arrived severely damaged or contaminated (e.g., shattered packaging, exposed food product).
Order Error: You received an item different from the item you ordered (e.g., wrong flavor or quantity).
Quality Issue: The product is proven to be defective or spoiled upon arrival
Note:
Claims for damage or errors must be reported within seven (7) days of delivery. To process a claim, you may be required to submit photographic evidence of the damage.
3. Non-Refundable Situations
We cannot offer refunds or replacements for issues related to customer error or circumstances outside of our control:
| Situation | Explanation |
|---|---|
| Incorrect Address | Orders shipped to the wrong address provided by the customer. |
| Delivery Delays | Shipping delays caused by the carrier (once the package leaves our facility). |
| Taste Preference | Not liking the flavor or taste of a product. |
| Gifting Mistakes | Purchasing the wrong product or flavor for a gift recipient. |
| Failure to Claim | Packages that were undeliverable or uncollected by the recipient. |
4. Direct Donation Refund Policy
As stated in our Fundraising Policy, Direct Donations are generally non-refundable.
Refunds for Direct Donations are only considered in extremely limited circumstances (such as fraudulent use of a payment card or a technical processing error) and are at the sole discretion of Raise Cravings.
5. Order Cancellation
You may cancel a product order and receive a full refund only if the cancellation request is received within twenty-four (24) hours of placing the order and before the order has shipped. Once your order has been processed for fulfillment or shipped, we cannot guarantee cancellation.
6. Impact on Campaign Funds (Payouts)
If a product refund is granted:
The customer's payment is reversed.
The 50% Campaign Portion associated with that sale will be deducted from the Campaign Organizer's next scheduled Payout to ensure accurate fund distribution.
How to File a Claim
If your order meets the eligibility criteria listed in Section 2, please contact our Customer Service team immediately:
Please include your Order Number, a description of the issue, and photos of the damaged product or incorrect item to expedite your request.