Cancellation & Refund Policy

1. No General Right of Withdrawal

InnerPie GmbH produces fresh and perishable food products individually and to order.

Under Swiss law, there is no general statutory right of withdrawal for online purchases. InnerPie GmbH does not offer a voluntary 14-day right of withdrawal or return for its made-to-order and perishable food products.

Any mandatory statutory rights relating to defective, damaged or incorrectly supplied products remain unaffected.

2. Orders and Confirmation

Orders submitted through our online shop are reviewed by InnerPie GmbH before they are finally confirmed.

The automatic order confirmation sent immediately after checkout only confirms that we have received your order and does not constitute acceptance of the order.

Once your order has been reviewed and accepted, you will receive a confirmation together with an invoice or payment request.

Until an order has been confirmed by InnerPie, you may contact us if you wish to change or withdraw your order.

3. Changes, Rescheduling and Cancellations

If you wish to change, reschedule or cancel your order, please contact us as early as possible at info@innerpie.ch.

We will try to accommodate reasonable changes or rescheduling requests where our production schedule and availability allow.

Whether a confirmed order can be changed, rescheduled or cancelled, and whether a full or partial refund is possible, depends in particular on the status of the order, the products ordered and whether ingredients or other items specifically required for the order have already been purchased or preparation or production has begun.

As our products are freshly and individually made to order, we cannot guarantee changes, rescheduling or cancellation after an order has been confirmed.

Once preparation or production has begun, cancellation or refund may no longer be possible to the extent permitted by applicable law.

4. Cancellations by InnerPie

In exceptional circumstances, InnerPie may be unable to fulfil a confirmed order as agreed, for example due to unexpected production issues, ingredient availability or other circumstances outside our reasonable control.

Where possible, we will contact you to arrange a suitable alternative, such as another date or an adjustment to the order.

If no suitable alternative can be agreed and InnerPie cancels an order that has already been paid, the amount paid for the affected part of the order will be refunded.

5. Perishable and Made-to-Order Products

Our cakes, desserts and other food products are freshly prepared to order and may be perishable.

For reasons relating to food safety, hygiene, perishability and the made-to-order nature of our products, products that have been correctly prepared and supplied cannot generally be returned or exchanged simply because the customer has changed their mind.

6. Damaged, Defective or Incorrect Orders

Please check your order as soon as possible after delivery or collection.

If your order is damaged or defective, materially differs from the confirmed order, or you have received an incorrect product, please contact us as soon as possible at info@innerpie.ch.

Where possible, please provide your order number, a description of the issue and photographs of the affected product.

We will review each complaint individually and, depending on the circumstances, may offer an appropriate remedy, such as replacement, correction, partial refund or refund.

Any mandatory statutory rights remain unaffected.

7. Delivery

A minor deviation from the selected delivery time slot does not automatically entitle the customer to a refund.

The customer is responsible for providing a complete and correct delivery address and accurate contact details and for ensuring that the order can be received at the agreed time.

If an order cannot be delivered because the delivery address or contact details provided are incorrect or incomplete, or because no one is available to receive the order at the agreed time, we will, where possible, contact you to find a solution.

Redelivery may be subject to an additional delivery charge. Any possible refund will be assessed based on the individual circumstances.

8. Late Pickup and No-Show

If you are unable to collect your order within the confirmed pickup time slot, please contact us as early as possible.

Where possible, we will try to arrange an alternative pickup time.

However, due to the fresh and perishable nature of our products, we cannot guarantee storage or availability beyond the agreed pickup period.

If an order is not collected and no alternative pickup arrangement has been agreed with InnerPie, the order may be non-refundable to the extent permitted by applicable law.

9. Event, Corporate and Large Orders

Separate terms, payment deadlines, deposits and cancellation conditions may apply to event, corporate, catering, particularly large or individually customised orders.

Any such additional terms will be communicated to and agreed with the customer before the relevant order is finally confirmed.

10. Refunds

Where a refund has been approved, it will normally be made using the original payment method where reasonably possible.

Processing times may depend on the payment method, payment service provider and financial institution involved.

For payments made by bank transfer or QR invoice, we may request the payment information reasonably necessary to process the refund.

11. Contact

For questions, order changes, cancellations or complaints, please contact:

InnerPie GmbH
Wilen 7
6313 Finstersee
Switzerland
UID: CHE-298.002.986
Email: info@innerpie.ch