Refund policy

Refund & Cancellation Policy 

We take pride in preparing fresh, perishable food made to order. Because of food safety laws and the nature of custom preparation, food items cannot be returned or refunded once prepared or delivered. This policy explains when refunds, credits, or reschedules may be available and how to request them.

By placing an order or booking an event, you agree to this policy. 

No Refunds on Perishable Food

For health and safety reasons and in line with California food safety practices, we cannot accept returns or provide refunds on perishable food once it has been prepared, picked up, delivered, or served.
Taste preferences, minor variations in presentation, and normal product variation (e.g., seasonal fruit changes, artisanal cheese variations) are not grounds for refund.

Order Changes & Cancellations

A. Pickup / Delivery 

1. Changes:
  - Allowed up to 72 hours before pickup/delivery, subject to ingredient availability and possible price adjustments.
2. Cancellations:
  - 72+ hours before: Full refund to original payment method.
  - Less than 72 hours: Non‑refundable (materials and production have begun).

B. Catering & Large Events

1. Deposits:
  - A non‑refundable 25% deposit is required to secure your date. Deposits protect against labor scheduling, procurement, and reserved capacity.
2. Rescheduling:
  - One complimentary reschedule if requested 14+ days before the event, subject to date availability. Additional reschedules may incur fees.
3. On‑site service:
  - If a documented service failure occurs (e.g., a confirmed portion of items not delivered), we will provide a pro‑rated credit or refund for the undelivered portion only.

C. Custom Desserts

- Design approvals and flavor selections are locked 7 days before pickup/delivery.
- Once production begins (72hrs before delivery / pick up) the order is non‑refundable.
- Minor artistic variations may occur; these are not grounds for refund.

Quality Concerns (Replacement or Credit)

- If you believe there is a quality or safety issue, contact us within 2 hours of pickup/delivery (or immediately at on‑site events).
- Provide your order number, a brief description, time received, and clear photos of the issue. (Photos must be submitted)
- We may offer a prompt replacement (if feasible), a partial credit, or a refund for the affected portion only. Items must be preserved (not discarded) so we can evaluate the issue.
- We cannot consider claims filed more than 24 hours after fulfillment, as perishable items change quickly.

Allergies & Dietary Requests

- Please inform us of allergies and dietary needs at the time of ordering. We take care to minimize cross‑contact, but our kitchen handles common allergens (e.g., nuts, dairy, wheat, eggs).
- We are not responsible for reactions when we are not notified in advance or when guests consume items against posted labels or instructions.
- Allergy related cancellations follow the timelines above.

Rentals, Displayware, and Equipment

- Any rented boards, platters, stands, or equipment must be returned in original condition by the agreed time.
- Missing or damaged items will incur replacement charges. Refunds related to events may be delayed until rental inventory is reconciled.

Payment & Processing

- Approved refunds are processed to the original payment method. Processing times depend on your bank or card issuer.
- Credits are issued as a digital code or account credit and do not expire for 12 months.

How to Request a Refund or Credit

1. Email or call us within the timelines above.  
2. Include your order number, event date, photos, and a brief description.  
3. We respond within one business day with next steps.

Contact: The House of Charcuterie

(951)824-0310 thehouseofcharcuterie@yahoo.com 

Agreement 

Placing an order or booking an event indicates acceptance of this policy. We recommend reviewing these terms before confirming your purchase.