Refund Policy

1. No returns on food or drink

Our cakes, bakes, desserts, juices, ice creams and drinks are perishable and made to order, so under the Consumer Contracts Regulations 2013 the usual 14-day “change of mind” cancellation right does not apply, and for food safety and hygiene reasons we do not accept returns of any food or drink once it has been delivered or collected, and we cannot resell it. This does not affect your rights if something is faulty, wrong or not as described.

2. Cancelling or changing an order

• Standard orders: you can cancel or change your order free of charge up to 48 hours before the delivery or collection time. After that, we may not be able to refund ingredients and work already started.
• Custom cakes, events and trade orders: cancellation and deposit terms are set out in your quote. Deposits secure your date and are usually non-refundable once ingredients have been bought or work has begun.
• If we have to cancel your order for any reason, we will give you a full refund.

3. If something is wrong with your order

If your order is damaged, faulty, incorrect or missing items, please contact us on info@24ktreats.co.uk or 07453 261247 as soon as possible, and within 24 hours of delivery or collection. Please:

• tell us your name and order details;
• explain what is wrong;
• send clear photos of the product and any packaging;
• keep the product (refrigerated or frozen as instructed) until we have replied. Please do not send anything back to us.

If the problem is our fault, we will offer a replacement, a partial refund or a full refund, depending on what went wrong and what you would prefer.

4. When we can’t offer a refund

• If you change your mind after the cancellation window has passed.
• If the product has not been stored as instructed after delivery or collection.
• For small, natural differences in handmade designs, colours or decorations.
• If an allergy or dietary need was not told to us before the order was made.
• If alcohol could not be handed over because valid ID was not shown (the price of the alcohol is refunded, but not any delivery charge).

5. How refunds are paid

Refunds are paid back using the same method you paid with, within 14 days of us agreeing the refund. Depending on your bank, it may take a few extra days to appear.

6. Still not happy?

If you are not happy with how we have handled your problem, please get in touch and we will do our best to put it right. Your legal rights under the Consumer Rights Act 2015 are not affected by this policy.