Refunds, Cancellations and Returns

Last updated: 20 July 2026

This policy explains how Cake Palace Sheffield handles order changes, cancellations, personalised products, missed collection, delivery problems and faulty or damaged goods.

1. Contact Us as Soon as Possible

Requests to change or cancel an order are considered only before preparation begins. Whether a request can be accepted depends on the order status, timing, product and requested change.

2. Personalised and Prepared Cakes

Personalised, made-to-order or already-prepared cakes cannot normally be cancelled, returned or refunded because they are perishable and prepared for a specific customer.

3. Changes to Names, Messages, Images or Design

Contact the shop immediately. A correction is possible only when preparation has not progressed too far and the change is practical. Additional charges may apply where materials or work must be replaced.

4. Missed Collection

Customers are responsible for collecting from the Darnall shop after receiving the order-ready email. Perishable cakes that are not collected may have to be disposed of and may not be refundable.

5. Failed Delivery

Provide a correct address and make sure someone is available. If delivery fails because no one answers, access is unavailable or the information supplied is incorrect, the cake may return to the shop. Redelivery is not guaranteed and may require an additional charge.

6. Faulty, Damaged or Misdescribed Goods

Your statutory rights are unaffected. Report a cake that is faulty, damaged on delivery or materially different from its description as soon as reasonably possible. Do not dispose of, consume or alter the whole item before giving Cake Palace a reasonable opportunity to assess the problem, where practical.

7. Evidence We May Request

• Order number and customer name.
• Clear photographs of the cake, packaging and damage or problem.
• The time the cake was collected or delivered.
• Details of how the cake was transported, stored and handled after handover.

8. Available Remedies

After investigation, an appropriate remedy may include correction, replacement, partial refund or full refund, depending on the problem and the customer's legal rights. A change of mind about a correctly supplied personalised cake does not normally qualify for a refund.

9. Refund Method and Timing

Approved refunds are normally returned to the original payment method. Processing times may depend on the payment provider or bank.

10. How to Report a Problem

Email CakePalaceSheffield@gmail.com or call 0114 418 9121 with the order details and evidence.

11. Statutory Rights

Nothing in this policy limits rights that cannot legally be excluded, including rights relating to goods that are faulty, damaged or not as described.