Refund policy

REFUND & CANCELLATION POLICY

 

At Marie’s Cake House, every order is freshly prepared and handcrafted to order. We take great pride in creating products that look beautiful and taste exceptional. As some of our products are personalised and made specifically for each customer, the following refund policy applies.

 

1. ORDER CONFIRMATION

Orders are confirmed once payment has been received. Please carefully review all order details at the time of booking, including delivery date, flavours, design, spelling and any dietary requirements.

 

2. CANCELLATION POLICY

Standard Orders (non-personalised products)

  • Cancellations made 7 or more days before collection/delivery: Full refund.
  • Cancellations made 3–6 days before collection/delivery: 50% refund.
  • Cancellations made less than 72 hours before collection/delivery: Unfortunately no refund can be provided as preparation and ingredient purchasing will already have commenced.

Bespoke & Celebration Cakes

Due to the custom nature of these products:

  • More than 14 days’ notice: Full refund
  • 7–13 days’ notice: 50% refund of monies paid.
  • Less than 7 days’ notice: No refund

3. ORDER CHANGES

Minor amendments may be possible depending on notice and availability.

Requests to change flavour, colours, inscription, collection date, design elements must be submitted as early as possible. Additional charges will apply.

 

4. DELIVERY

Customers are responsible for checking their order upon delivery and any concerns should be raised at the point of delivery where possible.  Once delivered, responsibility transfers to the customer.  We cannot offer refunds for any damage occurring after delivery, including transport, handling, weather conditions or incorrect storage.

 

5. QUALITY CONCERNS

If you believe there is an issue with your order, please contact us within 2 hours of delivery and provide:

  • your order number
  • photographs where applicable
  • a description of the concern

Where appropriate, we may offer:

  • a replacement product
  • partial refund
  • full refund
  • store credit

Refund decisions are made at our discretion following review.

 

6. ALLERGIES & DIETARY INFORMATION

Our kitchen handles ingredients including (but not limited to) milk, eggs, wheat, nuts and soya. While every care is taken, we cannot guarantee an entirely allergen-free environment.

 

7. EXCEPTIONAL CIRCUMSTANCES

If Marie’s Cake House must cancel your order due to unforeseen circumstances, you will receive either:

  • a full refund, or
  • the option to transfer your booking to an alternative date.