Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at orders@cakesecret.co.uk. Please note that returns will need to be sent to the following address: Cake Secret, 1 High St, Newport Pagnell MK16 8AR, United Kingdom

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at orders@cakesecret.co.uk.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants, including all cakes and Afternoon Tea items), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. This cooling off period does not apply to perishable goods, custom products, or cake orders (including Afternoon Tea), which are subject to the specific policies outlined below.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at orders@cakesecret.co.uk.

Afternoon Tea Amendments, Cancellations, Refunds And Exchanges Policy

We have a strict policy as the quality of the food that is produced is all handcrafted all catered for individual dietary requirements and takes time for the kitchen to order Ingredients and prepare. Therefore once the booking has been made we do not issue cancellations or refunds for Afternoon Tea.

If the party or one or more members of the group need to to rearrange your booking for a particular reason we require at least 48 hours notice and then can rearrange the booking for an alternative date and time. This is subject to availability on the new date.

If you can not make the booking and have told us less than 48 hours prior we cannot move your booking or transfer it to another date.

No shows- should you not attend or show up to your booking then we are at liability to charge the original booking at full cost on the card used during the booking process.

Cake Orders Cancellation, Rescheduling, and Refund Policy (Applicable to Online, Phone, and In-Store Orders)

Due to the perishable and custom nature of cakes, all cake orders (including custom cakes) are subject to the following policy, which supplements the general refund terms above. In the event of any conflict, this policy shall prevail for cake orders. Deposits and payments for cake orders are handled as follows:

• Your initial deposit reserves your event date and is non-refundable in all cases.
• We must receive the balance by the due date indicated or the contract is null and void, and the deposit will not be refunded.

Cancellation Policy:

1. If you decide to cancel your cake order 90 days or more before the scheduled event, we will refund 50% of the total payment (excluding the non-refundable deposit, which is included in the non-refundable portion).
2. The remaining 50% is non-refundable to cover planning, resources, and the potential loss of business for the reserved date.
3. Cancellations less than 90 days before the event will result in no refund, and you remain liable for any outstanding balance.

Rescheduling & Store Credit:

1. If you need to reschedule your event, we will make every effort to accommodate your new date, subject to our availability.
2. If we receive notification of rescheduling 60 days or more before the event, the full payment amount (including deposit) may be applied as store credit toward future orders.
3. Rescheduling requests less than 60 days before the event cannot be guaranteed and may not qualify for store credit; any approved rescheduling may incur additional fees.

For all cake orders, please refer to Section 5A of our Terms of Service for additional terms regarding changes, delivery, setup, allergens, and other responsibilities.