Returns and Refunds
This translation is provided for information. In the event of a dispute, the French version prevails.
1. Custom and Perishable Creations
The cakes and pastries ordered on allogato are customized and made on demand, from perishable goods. In accordance with article L.221-28 of the French Consumer Code, these products are excluded from the right of withdrawal: once the order is confirmed by the professional, it cannot be canceled or returned by the customer, and no refund due to withdrawal is payable. This exclusion is based on the very nature of the products (custom and perishable) and applies to all creations offered on the platform.
2. You Are Protected: Escrow Payment
The absence of a right of return never leaves you without recourse. Your payment is held in escrow by allogato and is only released to the professional after the successful receipt of your order. As long as you have not received your order, your money remains protected.
3. Canceled, Undelivered, or Non-Compliant Orders
You will be refunded in situations attributed to the professional:
- Cancellation by the professional, or failure to confirm within the allotted time: full and automatic refund of the amount paid.
- Order not delivered by the professional (in delivery mode), or non-compliant with what was agreed (manifestly different creation, product unfit for consumption): you open a dispute and our mediation team decides, depending on the situation, on a full or partial refund. The payment remains in escrow until resolution.
Minor presentation defects inherent to a handmade artisanal product (slight variations in shade, decoration, or finishing compared to the illustration photo) do not constitute non-compliance.
4. Non-Collection (Click and Collect)
When you choose collection, the order is prepared specifically for the agreed date and location. If the creation is ready at the scheduled time and place and you do not come to collect it, no refund is due: the product has been made specifically at your request and, being perishable, cannot be resold or kept. In case of an impediment, inform the professional as soon as possible; any arrangement is then solely at their discretion.
5. How to Open a Dispute
Go to your "My Orders" area, select the relevant order, and report the issue. Describe the situation as precisely as possible, with photos when relevant. Our team will respond and arbitrate, taking into account the elements from both parties.
6. Refund Procedures
Refunds are made to the payment method used when placing the order, at no cost to you. The time it takes to appear in your account depends on your bank, generally a few business days.
7. Contact Us
Have a question about a return or refund? Write to us at aide@allogato.fr or via the Contact page. These rules complement our general terms and conditions of sale.