Return & Cancellation Policy

Effective Date: December 5, 2025

At Fab Cakes, we take pride in creating handcrafted, made-to-order cakes for your special occasions. Due to the bespoke nature of our products, we have specific policies regarding returns, cancellations, and refunds.

1. Return Policy

1.1 No Returns on Made-to-Order Products

As all our cakes are freshly made to order and customized according to your specifications, we do not accept returns except in the following circumstances:

The product was damaged during delivery
The product does not match your order specifications
The product has quality issues at the time of delivery

1.2 Reporting Issues

If you receive a damaged or incorrect product, you must report it within:

1 hour of delivery for standard deliveries
10:00 AM the following day for midnight deliveries

To report an issue:

Contact our Customer Services team at info@fabcakes.co.uk or call +44 7585 490490
Provide your order number and a digital photograph of the issue
We will arrange a replacement or resolution on a priority basis

2. Cancellation Policy

2.1 Cancellation Deadline

You may cancel your order according to the following timeline:

24+ Hours Before Delivery/Collection Date:

Full refund will be processed to your original payment method
Cancellation request must be submitted at least 24 hours before your scheduled delivery or collection date
All times are in UK time (GMT/BST)

Within 24 Hours of Delivery/Collection Date:

No refund or cancellation is available
Once preparation has begun or your cake has been assigned to our kitchen, cancellations cannot be accepted

2.2 Immediate Cancellation Window

For all orders, you may cancel within one hour after placing your order for a full refund, regardless of the delivery date.

2.3 Custom Cakes

For customized cakes that require special design work or ingredients:

The same 24-hour cancellation policy applies (no longer 72 hours)
Once design work has commenced, cancellations may not be possible even if within the 24-hour window
Our team will advise you on a case-by-case basis

2.4 How to Cancel

To cancel your order:

Contact us immediately at info@fabcakes.co.uk or call +44 7585 490490
Provide your order number and delivery/collection date
You will receive a cancellation confirmation and reference number
Quote this number in all future correspondence

3. Refund Policy

3.1 Refund Processing

When a refund is approved:

Refunds are processed to your original payment method (credit card, debit card, or bank transfer)
Processing time: 5-7 working days for the amount to appear in your account
You will receive email confirmation once the refund has been processed

3.2 Refund Eligibility

Refunds will be issued in the following cases:

Order canceled 24+ hours before delivery/collection date
Order canceled within 1 hour of placement
We are unable to fulfill your order
Product arrives damaged or defective
We sent the wrong product

3.3 No Refunds

Refunds will not be issued for:

Cancellations made within 24 hours of delivery/collection date
Orders where preparation has already begun
Change of mind after the 1-hour immediate cancellation window
Customer unavailability at delivery time (unless delivery delay was our fault)
Minor variations in customized cake designs (see Section 6.2)

4. Delivery Issues

4.1 Delivery Delays

In case of unforeseen circumstances (traffic congestion, weather, etc.):

Cancellation will not be possible
If you paid for premium delivery services (Midnight, Fixed Time, Early Morning), we will refund only the additional delivery charge (not the full order amount)
The product will still be delivered

4.2 Natural Calamities

In cases of unplanned natural calamities or uncertain circumstances (earthquake, flood, heavy rainfall, national strikes, etc.):

We reserve the right to reschedule the order for the same day or the following day
Cancellation or refund will not be possible in these circumstances
We will contact you as soon as possible to arrange an alternative delivery time

4.3 Incorrect Delivery Information

If delivery fails due to incorrect or incomplete address information provided by you:

We are not responsible for non-delivery
No refund will be issued
Re-delivery may be arranged at an additional cost at our discretion

5. Product Quality Guarantee

5.1 Fresh Product Guarantee

We guarantee that all products are fresh from the date of delivery. If your cake or pastry arrives damaged or has quality issues:

Take a digital photograph immediately upon delivery
Email it to info@fabcakes.co.uk with your order number within 1 hour of delivery
We will replace the cake and redeliver on top priority

5.2 Storage and Consumption

For optimal quality and food safety:

Fresh Cream Cakes: Keep away from direct sunlight; store in a cool, dry place or refrigerate
Refrigeration: Cakes can be refrigerated for up to 2 days in appropriate storage
Best Consumed: Within 24 hours of delivery for optimal taste and freshness
Fondant Cakes: Can be stored at room temperature in a cool place

6. Important Notes

6.1 Perishable Products

Due to the perishable nature of our products:

All complaints about product quality must be made within 24 hours of delivery for perishable products (cakes, fresh flowers, etc.)
General complaints or concerns must be made within 48 hours of delivery
After these periods, we cannot accept complaints or issue refunds

6.2 Customized Products

For customized cakes:

Products are made based on descriptions or reference images provided by you
Final outcome may vary slightly from reference images as designs are based on our baker's interpretation
Minor variations in color, design details, or decorations do not qualify for refunds or returns
We strive to match your vision as closely as possible while maintaining our quality standards

6.3 Product Substitution

In the event of supply difficulties or ingredient unavailability:

We reserve the right to substitute a product component of equivalent or greater value and quality without prior notice
We will contact you if a major substitution is necessary
Minor substitutions (e.g., decoration items, garnishes) may be made at our discretion

7. Contact Information

For any questions about our Return & Cancellation Policy or to process a cancellation:

Email: info@fabcakes.co.uk Phone: +44 7585 490490 Address: 227 High Street North, East Ham, London, E6 1JG

Customer Service Hours: Monday - Sunday, 9:00 AM - 8:00 PM (UK Time)

For urgent issues outside these hours, please email us and we will respond as soon as possible.

8. Changes to This Policy

We may update this policy from time to time to reflect changes in our business practices or legal requirements. Any changes will be posted on this page with an updated effective date. We recommend checking this page periodically, especially before placing an order.

Your continued use of our services after any changes indicates your acceptance of the updated policy.

9. Related Policies

For more information about our policies and terms:

Terms & Conditions: View our full Terms & Conditions
Privacy Policy: Learn how we protect your data
Contact Us: Get in touch with any questions

Last Updated: December 5, 2025