Refund policy
Returns & Refunds
We have a 14-day's return policy, which means if you change your mind for any reason, you can cancel your order within 14 days of receiving it.
- Not yet dispatched: We'll cancel your order and issue a full refund.
- Already dispatched: Let us know within 14 days of receiving your order, then return the goods to us within 14 days of telling us. The cost of returning the goods is your responsibility, and we recommend a tracked service as the parcel is at your risk until it reaches us. If you prefer, we can arrange collection: we'll confirm the cost before booking, and it will be deducted from your refund. We'll refund the price of the items and the standard delivery charge you paid within 5–7 days of receiving them back, provided they meet the conditions below. If you paid extra for express or premium delivery, that extra is not refundable.
- After 14 days: Unfortunately, we're unable to accept returns for change of mind once this period has passed.
Custom and made-to-order items: Items ordered specially from our suppliers for you, or personalised/made to your specification, cannot be cancelled or returned once the order is placed, except where the item is faulty.
Faulty or Damaged Goods
If an item arrives faulty, damaged, or not as described, you're entitled to a repair, replacement, or full refund - this is separate from, and not limited by, the 14-day change-of-mind period above.
- Please contact us at info@cakedirection.co.uk immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We'll cover the cost of collecting the item and provide a full refund or exchange, whichever you prefer.
- Please include photos of the fault/damage and your order number when you contact us — this helps us resolve it quickly.
Condition of Returned Items
As many of our products are food-contact items (such as silicone moulds), we ask that all returns meet the following conditions:
- Items must be unused, unwashed, and returned in the same condition you received them, with all original packaging.
- We're unable to accept returns or issue a refund if an item shows signs of use, washing, or food contamination, as we cannot guarantee it's safe for resale or reuse by another customer.
- All returns are inspected on arrival. Please pack items securely to prevent damage in transit - we may not be able to offer a full refund for items damaged due to inadequate packaging.
This condition applies to change-of-mind returns; it does not apply to faulty items, which are covered separately above.
To request a return, cancellation, or report a faulty item, please contact us at info@cakedirection.co.uk with your order number and, for faulty items, photos of the issue.
Please note that returns will need to be sent to the following address:
Cake Direction Ltd
The Storage Team Widnes
Tan House Lane
Widnes, WA8 0RR
Items sent back to us without first requesting a return will not be accepted.You can always contact us for any return question at info@cakedirection.co.uk
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 5-7 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@cakedirection.co.uk