Returns, Refunds & Cancellation Policy
Last updated: 7 October 2026
At CakeRuffles, every cake is freshly prepared and decorated to order. Because our cakes are perishable food products and many are made specifically to a customer’s requirements, we do not accept returns or exchanges of cakes or other food products.
We want every customer to be happy with their order. If there is a genuine problem with your cake, please contact us as soon as possible and we will do our best to put things right.
1. No Returns or Exchanges
Due to the nature of our products, CakeRuffles does not accept returns or exchanges of cakes, cupcakes, desserts or other perishable food products.
Once a cake has been collected or delivered, it cannot be returned to us for resale or inspection in the usual way.
This does not affect your statutory rights. If your order is damaged, incorrect, not as described or does not meet the required legal standards, please contact us and we will assess the issue and, where appropriate, provide a suitable remedy.
2. Freshly Made and Bespoke Products
Our cakes are freshly made for each customer and may be decorated or customised specifically according to the information provided when ordering.
Because of this, we may not be able to cancel or refund an order once preparation has started, particularly where ingredients have been purchased, baking has begun or a bespoke design has been prepared.
Certain consumer cancellation rights do not apply in the same way to perishable goods or goods made to a customer’s specifications.
3. Cancelling Your Order
We understand that plans can sometimes change.
For standard cake orders, please contact us as soon as possible if you need to cancel or change your order.
Cancellation more than 28 days before the required date
Where an order is cancelled more than 28 days before the agreed collection or delivery date, we will normally provide a full refund, less any non-refundable costs that have already been specifically incurred for your order.
Cancellation between 28 and 21 days before the required date
A cancellation made 21–28 days before the agreed date may be subject to a 50% cancellation charge, with the remaining balance refunded.
Cancellation between 21 and 14 days before the required date
A cancellation made 14–20 days before the agreed date may be subject to a 75% cancellation charge, with the remaining balance refunded.
Cancellation less than 14 days before the required date
For cancellations made less than 14 days before the agreed date, we generally cannot provide a refund because preparation, ingredients, materials and/or other costs may already have been committed.
Cancellation less than 7 days before the required date
Orders cancelled within 7 days of the agreed date are non-refundable, except where we are legally required to provide a refund or another remedy.
Please note: Bespoke, wedding and large celebration cake orders may have different cancellation terms because of the level of preparation and materials involved. The cancellation terms confirmed at the time of booking will apply to those orders.
4. Changing Your Order
If you need to change your cake design, flavour, size, collection/delivery date or other details, please contact us as early as possible.
We will always try to accommodate reasonable changes, but we cannot guarantee that changes will be possible once preparation has started.
Changes to a cake may result in an additional charge where they require additional ingredients, materials, decoration, delivery or preparation time.
5. Rescheduling Your Cake
If you need to move your collection or delivery date, please contact us as soon as possible.
We will try to accommodate a new date where our availability allows.
For bespoke and wedding cakes, rescheduling may be subject to availability and may involve additional costs depending on how close the original date is.
6. Damaged Cakes
Although we take great care when preparing and packaging our cakes, damage can occasionally occur during delivery or handling.
Please check your cake as soon as it is delivered or collected.
If your cake arrives damaged, please contact us as soon as possible and preferably within 24 hours.
Please provide:
- Your order number or proof of purchase
- Photographs of the cake
- Photographs of the packaging
- A description of the problem
Where possible, please retain the cake and packaging until we have advised you what to do.
We will assess the issue and, where appropriate, may offer a replacement, partial refund or full refund depending on the circumstances and the nature of the problem.
You will not normally be required to return a perishable cake.
7. Incorrect or Missing Items
If you receive the wrong cake, an incorrect product, or an item is missing from your order, please contact us as soon as possible.
We will investigate the issue and, where appropriate, arrange a replacement or refund for the affected item.
Please provide photographs and your order details where possible to help us resolve the matter quickly.
8. If You Are Unhappy With the Quality of Your Cake
We take the quality of our cakes seriously.
If you believe that your cake is not of satisfactory quality, is not as described or there is another genuine issue with your order, please contact us promptly.
We will review the circumstances and may request photographs or other information to help us investigate.
Where a genuine fault is established, we will provide an appropriate remedy in accordance with applicable UK consumer law.
9. Cake Design and Colour Variations
CakeRuffles creates handmade cakes, and certain elements of a cake may vary slightly from photographs, sketches or examples shown online.
For example, there may be minor differences in:
- Colour
- Decoration
- Flowers
- Piping
- Size or positioning of decorative elements
- Finishing details
This is a normal part of creating handmade cakes.
Where a particular design, colour or decorative element is important to you, please discuss this with us before placing your order.
Minor variations that do not materially change the agreed cake design will not normally be considered grounds for cancellation or refund.
10. Photographs and Examples
Images displayed on our website and social media may be examples of previous work or inspiration.
Where a customer requests a bespoke design, the finished cake may not be an exact photographic reproduction of an example.
We will aim to follow the agreed design and requirements as closely as reasonably possible.
11. Failed or Missed Deliveries
Customers are responsible for providing an accurate delivery address and ensuring that someone is available to receive the order at the agreed time.
We cannot normally provide a refund where delivery fails because:
- The delivery address provided was incorrect or incomplete
- Nobody was available to receive the cake
- The customer could not be contacted
- Access to the property was unavailable
- The customer refused or failed to accept the delivery
Because cakes are fresh and perishable, we may not be able to safely re-deliver them.
Where a delivery problem occurs due to an issue within our control, we will work with you to find an appropriate solution.
12. Collection Orders
If you have arranged to collect your cake, please ensure that you arrive at the agreed collection time.
Once a cake has been handed over to the customer or their nominated representative, responsibility for transporting and storing the cake safely passes to the customer.
We recommend transporting the cake carefully on a flat surface and following any storage instructions provided by CakeRuffles.
If the cake is damaged after collection due to transportation, handling or storage by the customer, we may not be able to offer a refund or replacement.
13. Allergies and Dietary Requirements
Please tell us about any allergies or dietary requirements before placing your order.
Our products may be prepared in an environment where ingredients including, but not limited to, milk, eggs, wheat/gluten, nuts, peanuts, soya and other allergens may be present.
We will provide information about ingredients and allergens where requested.
We cannot accept responsibility for an allergy or dietary requirement that was not communicated to us before the order was prepared.
Please contact us before ordering if you have any concerns regarding allergens or dietary requirements.
14. Refunds
Where a refund has been approved, we will normally issue the refund to the original payment method used to place the order.
Refund processing times may vary depending on your bank or payment provider.
We will aim to process approved refunds as soon as reasonably possible and normally within 7 business days of confirming that a refund is due.
Once processed by us, the time taken for the money to appear in your account may depend on your bank or card provider.
15. Refunds for Part of an Order
Where only part of an order is affected, we may provide a refund relating to the affected product rather than refunding the entire order.
The appropriate remedy will depend on the circumstances of the issue and your statutory rights.
16. Exceptional Circumstances
Sometimes circumstances outside our reasonable control may affect an order, such as severe weather, transport disruption, venue closure, natural disasters, major emergencies or other unforeseen events.
Where this happens, we will communicate with you and make reasonable efforts to offer an alternative arrangement, including rescheduling where possible.
Any refund or credit will depend on the circumstances and any costs already incurred in preparing the order.
Nothing in this section limits your statutory rights.
17. Statutory Rights
Nothing in this policy is intended to remove or restrict any rights you have under applicable UK consumer protection legislation.
If a product is faulty, not as described or otherwise does not meet the requirements of applicable law, you may have rights to a repair, replacement, refund or other remedy depending on the circumstances.
18. How to Contact Us
If you need to cancel an order, change an order or report a problem, please contact us as soon as possible.
CakeRuffles
Trading name of Axone Ltd
Email: info@cakeruffles.co.uk
Website: www.cakeruffles.co.uk
Please include your name, order number, collection/delivery date and details of the issue when contacting us.