1. Introduction
This Returns, Refunds and Cancellation Policy applies to all orders placed with our bakery, including online, by phone, via messaging and in store. It is written in line with the Consumer Rights Act 2015 and UK rules on distance selling, including exemptions for bespoke and perishable goods.
2. Nature of Products (Perishable & Bespoke)
Most of our products are perishable food items and many are custom-made to your individual design, size, flavour and message requirements.
Because of this, different rules apply compared with standard, off‑the‑shelf non‑perishable products.
3. No Cooling‑Off Period for Custom Cakes
Under UK consumer contract rules, the standard 14‑day cooling‑off period for distance and online sales does not apply to goods that are made to the consumer’s specifications or clearly personalised, or to perishable items that spoil quickly.
Custom and bespoke cakes, as well as other made‑to‑order fresh products, therefore cannot be cancelled once production has started except under the terms set out in our cancellation policy below.
4. Taste‑Based Refunds
Taste is subjective and individual preferences vary, even when the product has been made correctly.
For this reason, dissatisfaction with the taste or personal preference alone is not a valid reason for a refund, return or replacement where the cake has been made in line with your order and is safe and of satisfactory quality.
5. Taster Service (Optional)
Where offered, our tasting service allows you to try sample flavours before confirming your order (for example, for wedding or large celebration cakes).
Details of whether the tasting is free, included in a design fee, or chargeable will be clearly communicated at the time of booking; any tasting fee is non‑refundable once the appointment or samples have been provided.
6. Post‑Taster Protection
If you have used our taster service before booking and then proceed with an order, you are deemed to have accepted the flavours you selected.
Complaints raised after the cake has been cut, served and substantially eaten will generally not be eligible for a refund unless there is clear evidence of a quality or food‑safety issue (for example, undercooked sponge or foreign object) and the product can be inspected.
7. Valid Reasons for Refunds or Replacements
Subject to inspection and evidence, the following are normally valid reasons for a refund, partial refund, credit note or replacement:
- The cake arrives damaged to the extent that it is not reasonably fit for its purpose (e.g. collapsed, severely broken).
- The order is materially incorrect (wrong size, flavour, or design significantly different from what was agreed).
- The cake is not as described in essential respects (e.g. tier number, dietary requirement such as “egg‑free” not honoured).
- Delivery fails due to our fault and no suitable alternative arrangement or replacement can be provided.
- There is a proven food‑safety issue or the cake is not of satisfactory quality under the Consumer Rights Act 2015 (for example, clearly stale on delivery)