Refund policy

Cancellation, Return & Refund Policy

Effective Date: 18 January 2026

1. Introduction

Make My Cakes (“we”, “us”, “our”) strives to deliver high-quality cakes and excellent service. Because our products are fresh, perishable, and often custom-made, this policy sets out when cancellations, returns, and refunds may be available.

2. Cancellation of Orders

a. Before Production Begins
You may cancel your order up to 48 hours before the scheduled delivery or collection time for a full refund of monies paid.
Cancellations must be made by email or phone with your order number.

b. After Production Begins or Within 48 Hours
Once production has started, or if the cancellation request is made less than 48 hours before delivery/collection, the order is generally non-refundable due to the personalised and perishable nature of cakes.
In exceptional circumstances (e.g., medical emergency), we may offer store credit at our discretion.

3. Returns & Exchanges

Due to the nature of our products:

  • We do not accept returns once the cake has left our premises or has been delivered/collected, except in the limited circumstances set out below.

4. Refunds – Eligible Situations

We may issue a refund (full or partial) only if one or more of the following apply:

a. Damaged or Faulty Cakes
If your cake was delivered/collected in a significantly damaged condition, or if there is a fault affecting its quality or safety, you may be eligible for a refund or replacement.

b. Incorrect Orders
If the cake differs materially from what was ordered (incorrect flavour, size, or structural omission), you may be eligible for a refund or replacement.

c. Misdescription
If the cake supplied is not as described in our order confirmation and this is verified by us.

To request a refund under these conditions, you must:

  1. Contact us within 24 hours of delivery/collection.

  2. Provide your order number.

  3. Submit clear photographic evidence showing the issue.

We will assess your request and respond within 48 hours.

5. How Refunds Are Processed

  • Approved refunds will be issued to the original payment method wherever possible.

  • The time taken for the refund to reach your account depends on your bank or payment provider.

  • Delivery charges are non-refundable unless the error was ours (e.g., wrong item delivered).

6. Non-Refundable Situations

Refunds will not be provided for:

  • Change of mind after cake production begins.

  • Cakes that have been accepted and consumed or otherwise used.

  • Minor variations in decoration, colour, or design that do not affect function or agreed core order (e.g., seasonal fruit availability, artistic variation).

  • Personal preferences (taste, colour, presentation) once the cake has been collected and accepted without complaint.

  • Customer mishandling after collection (transport damage, storage issues, etc.).

7. Custom & Bespoke Cakes

Custom, bespoke, or personalised cakes are non-refundable once production has started.
If cancelled well in advance (more than 7 days before delivery/collection), a partial refund or store credit may be offered at our discretion, subject to any costs already incurred.

8. Complaint Timeframes

To ensure a fair assessment, complaints regarding quality, damage, or mis-description must be made as soon as reasonably practicable and within 24 hours of delivery or collection.

9. Your Legal Rights

This policy does not affect your statutory rights as a consumer under UK law (e.g., if goods are faulty or not as described). Advice about your legal rights is available from your local Citizens Advice Bureau or Trading Standards office.