Refund policy

Return & Refund Policy

Because all Pessel Pastry molds are meticulously made to order and custom-crafted specifically for you, and due to health protection and food safety regulations regarding food-contact items, we cannot accept returns, cancellations, or exchanges once production has begun. All sales are final.

Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. 

If your mold arrives damaged during transit or exhibits a rare manufacturing defect, please contact us within 14 days of delivery at andre@pesselpastry.com with a clear photograph of the issue. We will review your request immediately and, if verified, provide a free replacement or appropriate solution.

Please note that you should not attempt to ship any items back to us without contacting our customer support first.

Exceptions / Non-Returnable Items
As stated above, all of our products are made to order and classified as custom products (special orders or personalized items) used for food preparation. Therefore, they are completely exempt from standard return policies. Unfortunately, we also cannot accept returns on sale items or gift cards.

Exchanges
Since all items are made to order specifically for each customer, we do not offer exchanges. If you have questions about a design before ordering, please feel free to reach out to us.

European Union 14-Day Cooling-Off Period
In accordance with European Union law, the standard 14-day statutory right of withdrawal does not apply to contracts for the supply of goods made to the consumer's specifications or clearly personalized. Because every single mold is manufactured on demand (made to order), all purchases made from within the European Union are final and exempt from the 14-day cooling-off period.

Refunds for Approved Issues
In the rare event that a refund is approved due to an unresolvable transport damage or defect, we will notify you after reviewing your claim. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your claim, please contact us at andre@pesselpastry.com.