Refund policy
Last updated: 9 August 2026
We make cakes to order and want every order to arrive as it should. This policy explains what happens if you change your mind, need to amend an order or something goes wrong.
Nothing in this policy limits your statutory rights.
Cakes and other perishable or personalised products
Cakes are perishable and many of our products are made to order, personalised or made to a customer's specification.
As a result, the ordinary statutory right to cancel an online purchase simply because you have changed your mind may not apply to a cake or other product that falls within one of the applicable legal exceptions.
This does not affect your rights where goods are faulty, damaged, not as described or otherwise do not conform to the contract.
Customer cancellations
For cake orders, including bespoke and wedding cakes, our normal cancellation schedule is:
More than four weeks before the original delivery date:
Refund of the amount paid, less a cancellation charge of up to 10% of the total order value.
Between four weeks and two weeks before the original delivery date:
Refund of up to 50% of the total order value.
Within two weeks of the original delivery date:
Normally no refund.
Where an order was originally placed within two weeks of its delivery date, cancellation will normally not result in a refund.
These are our normal commercial cancellation terms for made-to-order production. Any cancellation charge or amount retained will always be subject to applicable consumer law and will not exceed the losses we are legally entitled to recover, taking account of costs already committed and any reasonable steps available to reduce our loss.
Nothing in this section removes any statutory cancellation right that applies to a particular product or transaction.
Changing an order
If you need to change a cake's:
- delivery date;
- size;
- flavour;
- wording;
- decoration;
- design; or
- other order details,
please email us as soon as possible.
Changes are subject to production status, availability and practicality.
A change to the cake itself may result in an additional charge where it increases our costs or work. We will tell you where an additional charge applies.
Moving the date of a bespoke or wedding cake
If you ask to move the delivery date of a bespoke or wedding cake and the new date is available and operationally possible, we will move the booking without a date-change charge.
If the requested new date is not available, the original booking remains in place unless you choose to cancel it under the cancellation terms above.
If we have to cancel
If Anges de Sucre is unable to fulfil an accepted order because of something on our side, such as a production failure or an inability to provide the agreed delivery, we will refund the amount paid for the affected order in full.
This does not limit any other rights you may have.
Our no-quibble guarantee at delivery
Please look at your cake when it arrives wherever reasonably possible.
If:
- it has been damaged in transit;
- something is wrong with the cake or order; or
- you are unhappy with it when it is presented to you,
you may reject the cake at delivery and return it immediately with our driver for a full refund.
This is our voluntary no-quibble delivery guarantee and is additional to your statutory rights.
Problems discovered after delivery
If you discover a problem after accepting the cake, please contact us as soon as possible at:
Please include:
- your order number;
- clear photographs; and
- a description of the problem.
This helps us establish what happened and respond appropriately.
Please photograph a problem before cutting or serving the cake wherever reasonably possible.
If part of the cake has already been eaten when a problem becomes apparent, please keep the remainder refrigerated and available for inspection or return if we reasonably request it.
A cake that has been completely eaten cannot physically be returned. This does not prevent us considering a genuine complaint or affect rights that cannot legally be excluded.
Taste and preference
Taste is subjective.
A personal dislike of a particular flavour, sweetness level, texture style or design aesthetic is not by itself evidence that a cake is defective where it corresponds with its description and is otherwise of satisfactory quality.
Handmade cakes and photographs
Every Anges de Sucre cake is made and finished by hand.
Website photography represents the intended design, but small differences in piping, colour, flowers, decoration, positioning and finish are normal characteristics of handmade work and are not, by themselves, defects.
Reference or inspiration photographs supplied by customers are treated as creative direction. Unless we expressly agree otherwise, we will create our interpretation rather than an exact replica.
Physical non-perishable goods
For eligible non-perishable physical goods purchased online, such as merchandise, you may have a statutory right to cancel a change-of-mind purchase within 14 days of receiving the goods.
Please email us within the applicable cancellation period.
Where the statutory right applies, you should return the goods within the legally required return period after telling us you are cancelling.
Change-of-mind goods should be handled only as much as reasonably necessary to inspect them and should be returned in an appropriate condition.
For a change-of-mind return, you are responsible for the reasonable cost of returning the item unless we tell you otherwise.
Please send authorised returns to:
Anges de Sucre
Green Lane Farm House
Green Lane
Farnham
Surrey
GU9 9JL
United Kingdom
Please contact us before returning anything.
If a physical item is faulty, damaged or incorrect, contact us and we will deal with it in accordance with your statutory rights. Where we are responsible for the return, we will cover the reasonable return cost.
Sale or promotional pricing does not remove statutory rights in relation to faulty goods.
Digital recipes and other downloads
Digital recipes are supplied electronically and may be available immediately after purchase.
Where you expressly ask us to provide digital content immediately and acknowledge that beginning the supply means losing the normal 14-day cancellation right, the change-of-mind cancellation right ends once supply of that digital content begins.
If the required consent or acknowledgement has not been obtained, your statutory rights remain unaffected.
Nothing in this policy removes your statutory rights where digital content is faulty or does not conform to the contract.
Gift cards
Anges de Sucre gift cards are supplied as a digital code.
Unless we expressly state otherwise:
- gift cards are valid for one year from the date of issue;
- the expiry date forms part of the gift-card terms;
- gift cards are not redeemable for cash;
- unused gift cards are not refundable simply because the purchaser or recipient changes their mind, except where the law requires otherwise; and
- refunds for purchases originally paid using gift-card credit may be returned as gift-card or store credit rather than cash.
We may choose to extend an expired gift card as a gesture of goodwill, but this is discretionary and should not be relied upon.
Gift-card terms do not affect statutory rights in relation to the original purchase.
Refund timing
Where a refund is due, we will process it to the appropriate original payment method or applicable credit method.
Banks and payment providers may take additional time to display a processed refund.
Contact
For cancellations, returns, problems or refund questions:
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