Returns & Damaged Goods
Here at On The Cake front, We want you to be completely happy with your order so if anything arrives incorrect or faulty then please contact us immediately (within 7 days) and we will do everything we can to help.
If you wish to return an item please message us via our Contact us page for a Returns Number stating:
the order number and the items that you wish to return plus the reason for returning.
No item can be returned without a return number supplied by us.
We advise all customers to return goods via this return policy and to keep the proof of postage. Returns are sent at your own expense and at your own risk. All refunds will be issued to the same payment method as the original order and may take up to 5 days to complete. You will be refunded the cost of the product, however the shipping charges are non-refundable (unless goods are defective). We reserve the right to refuse a refund if the items are not in there original condition or packaging.
Returned goods do need to be returned in perfect condition and in their original sealed packaging in order to qualify for a refund.
For orders returned to us within 14 days of their receipt we will issue a refund.
Exceptions to the returns policy
Edible, food-contact, customised or personalised items, cut ribbon and items specially ordered for the customer cannot be returned. They will be exempt from the returns policy.
Please Note: We are a small family run business and are unable to operate an exchange system. Items eligible for return will be refunded on receipt, any new or replacement items required will need to be purchased through a new order.
If you have any questions please feel free to message us at our contact us page.
If your goods are damaged in transit on the cake front will replace the item free of charge. We may ask for proof of the damage (photo) so that we can proceed with a compensation claim against the courier for the damaged items.
Please do not sign for items "Unchecked" if a package looks damaged, please check it to ensure everything is ok. As claims can not be accepted where they are signed as "Unchecked" with the courier service.