Refund & Cancellation Policy

Effective Date: 26 June 2025

At Eunnys Cakes, we take pride in creating custom-made cakes and baked goods. Please read our Refund and Cancellation Policy carefully before placing an order.

1. Custom Orders

All cakes and baked goods are made to order and often customised to your specific requirements (design, flavour, size, message, or dietary needs).

Because of this:

• Orders cannot be cancelled or refunded once preparation has begun

• This includes any custom designs, personalised messages, or special requests

2. Cancellations

a. Cancellation Before Preparation

• Cancellations may be accepted within 24 hours of placing your order, provided that preparation has not started

• If approved, a full or partial refund may be issued at our discretion

b. Cancellation After Preparation Has Started

• Once preparation has started, no cancellations or refunds will be provided

3. Order Changes

• Minor changes (such as colour or message updates) may be accepted up to 48 hours before collection or delivery

• Changes are subject to availability and approval

• Additional charges may apply

4. Refunds

Refunds may be considered only in the following cases:

• The order received is significantly different from what was agreed upon

• The product is damaged during delivery (where delivery is arranged by Eunnys Cakes)

• There is a clear quality issue attributable to us

Refunds will not be provided for:

• Change of mind

• Incorrect information provided by the customer

• Taste preferences or subjective dissatisfaction

• Failure to collect an order on the agreed date and time

5. Damaged or Incorrect Orders

If your order arrives damaged or incorrect:

• Please notify us within 24 hours of receipt

• Provide clear photos and a description of the issue

• We may offer a partial refund, full refund, or replacement, depending on the circumstances

6. Collection & Delivery

• Customers are responsible for collecting orders at the agreed time

• Late collection may affect product quality, for which Eunnys Cakes cannot be held responsible

• If delivery is arranged, someone must be available to receive the order

7. Non-Refundable Items

The following are non-refundable:

• Custom cakes and personalised items

• Deposits (once preparation has started)

• Orders not collected on the agreed date

8. Contact Us

If you have questions about this policy or need to request a cancellation or refund, please contact us as soon as possible:

Email: info@eunnyscakes.co.uk