Due to the bespoke, handcrafted nature of our products, we are unable to provide refunds or exchange custom cakes, cake pops, cupcakes or cookies.
Once a cake has been picked up by you or a designated person, it is considered "Accepted". All products are the responsibility of the customer once it leaves our hands. Refunds requested due to decorating style, artistic impression/changes to make your design possible, writing, colour shade, or general design will not be honored after collection of your cake.
Your cake has been described on your invoice and will be made according to this, which you confirmed by email and by paying for your cake. In some instances you may bring the cake back in for design adjustments but this may incur an additional charge if the cake has already been collected. If you do not accept your cake on collection and it was made according to the description on your invoice, there will be no refund.
When you accept your cake and take it away it is yours and you should be happy with it. If you are not happy with it, please let us know, within 12 hours and we will do our best to rectify the situation. This may incur an extra charge, but there will be no refund.
All cakes/products are the responsibility of the customer once they leave 25 Edgcumbe Park Drive. We are not responsible for any damage occurring to the cake(s) during transport, set-up or any time thereafter. Instructions on how to carry, transport, and store your cake upon pick up are printed on your invoice. Keep in mind that cakes are very fragile and damages can happen if not handled properly – such as cracks, smudges, melted icing and decorations etc. There will be no refund for cakes broken or failed once you have collected your cake. It is your responsibility to take care of your cake once it leaves us.
If you do have an accident with the cake, please contact us as soon as possible and we will try to help you. This may incur an extra charge.
Refunds will never be given for any cake which has been consumed regardless of dispute, as consumption of the cake is viewed as your acceptance that the cake is adequate for the purpose for which it has been supplied.
All cakes delivered to venues are photographed from different angles to show cake quality on delivery. Once we leave the cake we are not responsible for its care. We do not accept any responsibility for loss or damage to the cake or items with the cake such as knives, decorations and stands, once the cake has been delivered to a venue or collected from our house.