Returns and refunds
Last updated
Cakes cannot be returned, and the 14-day online cancellation right does not apply to them — they are perishable and made to order, which the Consumer Contracts Regulations 2013 specifically exempt. But if your cake is faulty, unsafe or not what you ordered, you are entitled to a refund or a replacement under the Consumer Rights Act 2015, and we will sort it out. Tell us within 24 hours.
Why there is no 14-day cooling-off period
Most things you buy online can be sent back within 14 days for any reason at all. Cakes are one of the listed exceptions, on two separate grounds:
- they are liable to deteriorate rapidly — regulation 28(1)(c); and
- they are made to your specification or personalised — regulation 28(1)(b).
We are required to tell you this before you order, and this page is part of how we do that. It is not us opting out of your rights — it is the law recognising that we cannot resell a cake with someone else’s name piped on it.
If something is wrong with your cake
Your Consumer Rights Act 2015 rights are unaffected. Your cake must be:
- of satisfactory quality
- fit for purpose
- as described — the right flavour, size, colour and inscription you ordered
If it is not, you can ask us for a replacement or a refund.
What to do
- Email natandrosh@gmail.com within 24 hours of delivery, with your order number.
- Send a photograph if you can. A cake gets eaten, and a photo is usually the only evidence that will still exist tomorrow.
- Tell us what you would like — a refund, a partial refund, or a remake.
We will respond within one working day. Refunds go back to the card you paid with, normally within 5 working days of us agreeing them.
What is not a fault
Being straight with you about where the line is:
- Not liking the flavour, when the cake is exactly what you ordered and made properly.
- Damage that happened after we handed it over — in the car, at the venue, or in a warm room.
- Small variations in colour, height and decoration. Everything is piped by hand and no two cakes are identical. We match a reference photograph as closely as we honestly can, but we do not clone it.
- An event being cancelled after the cake was made.
Cancelling before your date
We are not obliged to refund a cancelled order, but in practice we do — see the cancellation section of our terms for the sliding scale. In short: more than 7 days’ notice, a full refund less ingredients already bought; between 7 days and 48 hours, half; inside 48 hours the cake usually already exists.
Still not happy
Tell us plainly and give us a chance to put it right. If we cannot agree, you can take a consumer complaint to Citizens Advice, who can refer it to Trading Standards.