Refund policy

Refunds, Returns & Replacements Policy (Cake Trays)

At Cake Trays, every order is baked fresh and prepared to order. Because we sell perishable food items and many products are made to your specifications, our policy is slightly different from non-food retail.

1) Returns (Perishable and Made-to-Order Items)

Due to the nature of our products, we do not accept returns on cakes, milk cake trays, cake bakes, or any other edible items.

This includes (but is not limited to):

  • Birthday Cakes, Heart Cakes, Wedding & Engagement Cakes

  • Milk Cake Trays (tres leches style)

  • School Cake Trays, Tray Bakes, Cake Gift Boxes

  • Any personalised or custom cake (messages, colours, themes, custom designs)

This does not affect your statutory rights if something is faulty or not as described.

2) Problems With Your Order (Damaged, Incorrect, or Quality Issues)

If your order arrives damaged, incorrect, or you believe there is a genuine quality issue, please contact us straight away so we can put it right.

You must contact us within 2 hours of delivery or collection and provide:

  • Your order number

  • A clear description of the issue

  • Photos of the item and the packaging (where applicable)

Contact: Info@CakeTrays.co.uk

If the issue is confirmed, we will offer one of the following (at our discretion, depending on time and availability):

  • A replacement

  • A partial refund

  • A full refund

Please note: We cannot assess or approve claims without photos when the issue relates to appearance, damage, or incorrect decoration.

3) Change of Mind, Taste Preferences, and Non-Fault Issues

Refunds are not available for:

  • Change of mind

  • Taste preference (for example, “too sweet”, “not my favourite flavour”)

  • Minor variations that are natural with handmade products (for example, piping, shade differences, sprinkle placement)

  • Requests that conflict with what was ordered or approved

4) Personalised Orders and Design Approval

Where a customer requests a specific design, message, colour, or theme, the cake is treated as a custom product. Once production has started, the order cannot be cancelled or refunded unless it is faulty or incorrect.

5) Cancellations and Date Changes

Because we prepare ingredients and schedule baking time in advance, cancellations are limited.

  • Future-dated orders: If you need to change the delivery/collection date, contact us as early as possible and we will try to accommodate where availability allows.

  • Same-day and next-day orders: These are typically started quickly, so cancellations may not be possible once the order is in progress.

If you need to make changes, email Info@CakeTrays.co.uk with your order number.

6) Delivery Issues (Incorrect Address, No Answer, or Failed Delivery)

Please ensure delivery details are correct and someone is available to receive the order.

If delivery fails due to:

  • Incorrect/incomplete address

  • No answer at the delivery location

  • No safe place and no recipient available

The order may need to be returned and a redelivery fee may apply. Delivery fees are generally non-refundable once a delivery attempt has been made.

7) Non-Returnable Items

We do not accept returns or refunds for:

  • Perishable food items (all cakes and edible products)

  • Custom or personalised items

  • Sale or discounted items (unless faulty)

  • Gift cards

8) Refund Processing Times

If a refund is approved, it will be issued back to the original payment method. Processing times vary by bank, but refunds are typically completed within 5 to 10 business days after approval.

9) Contact Us

For any issues, questions, or to report a problem with an order:

Email: Info@CakeTrays.co.uk

Address: Cake Trays, 29 Farmway, Dagenham, RM8 2SR, United Kingdom