Last updated: 6th May 2025
This Returns and Refunds Policy applies to all purchases made on joyofcake.com, operated by The Joy of Cake Limited (“we”, “us”, or “our”), a company registered in England and Wales (Company No. 16185188). This policy is provided in compliance with the Consumer Contracts Regulations 2014, the Consumer Rights Act 2015, and other applicable UK consumer protection laws.
We strive to ensure every customer receives a high-quality product delivered on time and in excellent condition. However, due to the perishable and personalised nature of the products we offer, the circumstances under which a return or refund may be approved are limited. Please read this policy carefully before placing an order.
Under the Consumer Contracts Regulations 2014, the right to cancel does not apply to:
All of our cakes fall into one or both of the above categories. Therefore, we do not accept returns or issue refunds simply because you have changed your mind, failed to make alternative arrangements for delivery, or were unavailable to receive the item.
You may cancel an order for a full refund within four (4) hours of placing it, provided it has not entered production or dispatch. After this window, cancellation may not be possible.
To cancel an order, please email hello@joyofcake.com with your order number and request clearly stated.
We take quality control very seriously. In the event that your cake arrives damaged or defective, you must notify us within 24 hours of delivery. Your claim must include:
Following our assessment, we may offer:
We reserve the right to deny any claim where the evidence provided is insufficient, the issue arises from customer handling or storage, or the product has been consumed or disposed of before a claim was raised.
If you receive the wrong item or your order is missing components (such as toppers, decorations, or tiers), you must report this to us within 24 hours of receipt. Where appropriate, we will arrange for a redelivery, partial refund, or store credit.
Orders dispatched using our paid-for timed delivery services are guaranteed to arrive within the specified time window. If the courier fails to meet this timeframe and the issue is confirmed by tracking records, we will refund the delivery charge only. No refund will be offered for the cake unless it arrives in an unusable condition.
Orders placed with standard or free delivery are not guaranteed to arrive on a specific day or time. As such, we cannot issue refunds or compensation for delays unless they result in spoilage or render the product unusable.
To avoid disappointment, we strongly recommend selecting a delivery date 1–2 working days before your event.
Once your cake is delivered, it becomes your responsibility to ensure it is stored in suitable conditions. Cakes should be kept in a cool, dry area away from direct sunlight and not refrigerated unless advised. We will not provide refunds for spoilage caused by improper storage or handling after delivery.
If you refuse delivery or do not make reasonable arrangements to receive your order, no refund will be issued. If a courier is unable to deliver due to incorrect address details, customer absence, or refusal, and the item is returned to us, we will not be liable for refunding the order.
If a refund is approved, it will be processed within 5–10 business days and returned via your original payment method. Please note that your bank may take additional time to process and apply the refund.
We encourage customers to contact us first to resolve any issue before pursuing a payment dispute through their bank or card provider. Fraudulent or abusive chargebacks will be reported and may result in legal action.
We reserve the right to amend this Returns and Refunds Policy at any time. Any changes will be published on this page with an updated revision date. Continued use of our website and services following any updates indicates your acceptance of the revised terms.
If you have any concerns or questions about your order or this policy, please contact us:
Email: hello@joyofcake.com
The Joy of Cake Limited
20 Wenlock Road, London, N1 7GU
By placing an order with The Joy of Cake Limited, you confirm that you have read, understood, and agreed to the terms outlined in this Returns and Refunds Policy.