Refund policy


Refund Policy

  

Product & Order Issues

Where possible, we will rectify the issue prior to your event. If we are advised of the issue prior to the event but are unable to provide a remedy, then we will consider replacement or offer compensation proportional to the issue. We can only offer full compensation if the cake or product can be retained by us and has not been touched, cut or modified in any way.

During or after serving/consumption: Due to the type of product we sell, we understand that it’s not always possible to inform us until after the fact. Please be aware that – we are unable to provide compensation on a cake or product that has been fully consumed. Partial compensation will be considered in regards to design, flavour or cake quality issues and again will be proportional to the issue. Please note, we require either photos or the return of any uneaten portions of the cake or product.

 

If there’s an issue — when you tell us matters

Because our products are perishable and time-sensitive, how quickly you contact us affects what we can do.

1) Before serving / consumption

If you notify us before the product is served or consumed, we will do our best to put it right, which may include:

  • repairing/replacing where possible (time and availability dependent)
  • offering a replacement
  • offering a refund/credit proportional to the issue

Full refunds can only be considered where the product can be retained by us and is untouched, uncut, and unmodified (including packaging).

2) During or after serving / consumption

We understand that sometimes you may not notice an issue until after serving. Please be aware:

  • We cannot provide compensation for products that have been fully consumed
  • For issues relating to design/finish, flavour, or product quality, we may consider a partial refund or credit, proportional to the issue

To assess this fairly, we require:

  • clear photos (including a cut interior if relevant), and/or
  • the return of any uneaten portion (where practical)

 

Timeframe for reporting

Please contact us as soon as possible, and within 24 hours of delivery/collection, so we have the best chance to investigate and remedy the issue.

 

How to contact us about an issue

Email: [your email]
Please include:

  • your order name/date

  • a short description of the issue

  • photos (and a cut interior shot if it relates to bake/texture)