Refund policy

Returns, Refunds and Cancellations

We want you to be happy with your Cake City Cakes order. As our products are freshly made food items and many are made or personalised specifically for each customer, different return and cancellation rules apply from those for ordinary retail goods.

Returns

Due to the perishable nature of our cakes and for food safety reasons, we are unable to accept returns simply because you have changed your mind.

Custom cakes that have been made to your specifications or clearly personalised cannot normally be returned or exchanged because of a change of mind.

This does not affect your statutory rights if your order is faulty, not as described or otherwise does not meet the standards required by law.

Custom cake cancellations and changes

If you need to cancel or change a custom cake order, please contact us as soon as possible at hello@cakecitycakes.com.

Whether we can make a change will depend on how far preparation of your order has progressed. Where work has already begun or ingredients, decorations or other items have been purchased specifically for your order, we may be unable to provide a full refund. Any amount retained will reflect costs or losses reasonably incurred as a result of the cancellation.

Custom cakes require a minimum of 72 hours' notice when ordering. Requests to change an order are not guaranteed, particularly within 72 hours of the required date.

Ready to Go cakes

Ready to Go cakes are cakes that are already available for purchase. Because these are fresh and perishable food products, we cannot accept change-of-mind returns once the cake has been collected or delivered.

If you need to cancel before collection or delivery, please contact us as soon as possible. We will confirm whether cancellation is still possible.

Problems with your order

If your cake is damaged, incorrect, faulty or materially different from what was agreed, please contact us as soon as reasonably possible at hello@cakecitycakes.com.

Please include your order number, a description of the problem and photographs where appropriate so that we can investigate.

Where there is a genuine problem with an order, we will work with you to provide an appropriate remedy, which may include a replacement, partial refund or full refund depending on the circumstances and your legal rights.

Design and appearance

For custom cakes, reference images are used as inspiration unless we have expressly agreed to reproduce a particular design. As cakes are handmade, minor variations in colour, decoration, positioning and finish may occur.

These reasonable handmade variations are not considered faults, provided the cake remains materially consistent with the design and specifications agreed with you.

Refunds

Where a refund is agreed, it will normally be issued to the original payment method. Processing times after a refund has been issued may vary depending on your bank or payment provider.

Nothing in this policy limits or excludes any rights you have under applicable UK consumer law.