Cancellations & Refunds

Everything we make is baked to order for your date, so we cannot resell a cancelled cake. That means the 14-day cooling-off period most online purchases carry does not apply to our cakes, catering or classes. Section 2 explains exactly why.

That is the legal position, not the whole story. If your plans change, tell us as early as you can and we will do what we reasonably can — section 3 sets out what we refund and when.

None of this affects your rights if something we send you is faulty, not as described, or never turns up. Those rights cannot be signed away, and section 5 covers them.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, most things bought online carry a 14-day right to change your mind. Regulation 28 of those same Regulations lists the exceptions, and our work falls inside them:

• Cakes and bakes are made to your specification and are clearly personalised — your date, your colours, your wording, your flavour. That is the exception in regulation 28(1)(b). They are also fresh food, liable to deteriorate rapidly, which is the exception in regulation 28(1)(c). Either one on its own would remove the cooling-off right.
• Catering is supplied for a specific date, which is the exception in regulation 28(1)(h).
• Classes are booked for a specific date and time, which falls under the same exception in regulation 28(1)(h).

We are telling you this before you pay, on this page and again at checkout, because the Regulations require it. If we had not, the cooling-off right would still apply.

Contact us as soon as you know. Email sugarblissnmore@gmail.com or call 07901 887 399. The time we count from is when your message reaches us, not when you sent it, so please call if it is urgent.

Cakes and bakes. Measured against the date your order is due:

• More than 7 days before — full refund. Nothing has been bought or baked for you yet.
• Between 4 and 7 days before — 50% refund. Ingredients, toppers and any bespoke elements have usually been ordered by this point.
• Less than 4 days before — no refund. This is inside our lead time, which means your cake is already being made.

Changes. Small changes — wording, a colour, the collection time — are usually fine more than 4 days ahead and we will not charge for them. Bigger changes may need to be treated as a new order. Ask and we will tell you which it is before anything is charged.

Moving the date. Where we have space, we would rather move your order than cancel it. More than 4 days ahead we will normally move it once at no cost.

Catering and classes. More than 7 days before your date, a full refund. Between 48 hours and 7 days, 50%. Inside 48 hours, no refund — the food has been shopped for, or your place has been held and someone else turned away.

Very occasionally something stops us delivering — illness, equipment failure, or weather that makes it unsafe to travel. If that happens we will tell you as soon as we know, and you will get a full refund of everything you have paid, including any delivery charge.

Where we can, we will offer to move your order or suggest an alternative first. You are never obliged to accept one.

Under the Consumer Rights Act 2015, what we sell you must be of satisfactory quality, fit for purpose, and as described. Those rights are yours by law and nothing on this page limits them.

If a cake arrives damaged, is not what was agreed, or is not of satisfactory quality, tell us within 24 hours and send photographs if you can. We ask for 24 hours because fresh food changes quickly, and it lets us see the problem as it was. It does not shorten your legal rights.

Where something has gone wrong we will offer a repair, a replacement, or a refund in part or in full, depending on what has happened. If you have a short-term right to reject faulty goods under the Consumer Rights Act, you keep it.

If your order never arrives on the agreed date and we are at fault, you are entitled to a full refund of the order and any delivery charge.

Refunds go back to the card you paid with, through Stripe. We will process a refund within 14 days of agreeing it. How long it then takes to appear depends on your bank, usually between three and five working days.

We do not charge an administration fee for cancelling or refunding an order.

Contact us first — most things are quicker to sort out directly. Email sugarblissnmore@gmail.com and we will reply within five working days.

If we cannot resolve it between us, you can take a complaint to Citizens Advice consumer service, or to trading standards at [Add your local authority, e.g. Middlesbrough Council]. Nothing here stops you taking a claim to court.

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.

See also our Terms of Sale.