Refund & Cancellation Policy

Because our cakes are custom-made and perishable, this policy explains when cancellations and refunds are possible.

Deposits on custom orders

Custom (quoted) orders require a 50% deposit to confirm. Because we begin planning, sourcing specialty items, and reserving your date as soon as a deposit is received:

• The 50% deposit is non-refundable once your order is confirmed, except where we are unable to fulfill the order (see “Our cancellations” below).
• The remaining balance is due before pickup or delivery.
• If you cancel a custom order, the deposit is forfeited.

Cancellations

Instant-checkout orders (paid in full)

• More than 7 days before your scheduled date: you may cancel and receive a refund of the amount paid, less a 25% cancellation fee. Each order reserves one of a limited number of slots for that week, and this fee reflects holding that slot and taking it off the calendar for other customers.
• Within 7 days of your scheduled date: cancellations are not accepted. Ingredients have been purchased, preparation is scheduled, and the reserved slot can no longer be offered to anyone else.

Custom (quoted) orders

• The 50% deposit is non-refundable once your order is confirmed, as described under “Deposits on custom orders” above. If you cancel, the deposit is forfeited.

To cancel, contact us as early as possible at ovenandflame@outlook.com.

Refunds

• Refunds, where approved, are issued to your original payment method through Stripe. Please allow 5–10 business days for the refund to appear.
• Deposits on custom orders are non-refundable as described above.
• Because cakes are perishable and custom-made, we generally do not offer refunds once a cake has been picked up or delivered, except where there is a genuine quality issue (see below).

Quality concerns

Your satisfaction matters to us. If there is a problem with your cake:

• Contact us within 24 hours of pickup or delivery at ovenandflame@outlook.com.
• Where possible, please keep the cake and provide photographs so we can understand the issue.
• If we determine there was a fault on our part, we will offer a suitable remedy, which may include a replacement, store credit, or a partial or full refund at our discretion.

Non-refundable situations

We are unable to offer refunds for:

• Incorrect details provided by you at the time of ordering (e.g., wrong date, size, spelling on a message, or delivery address)
• A cake that was successfully delivered and received but later damaged
• Failure to be available to receive a delivery at the scheduled address and time
• Change of mind after preparation has begun

Delivery issues

If a delivery cannot be completed because no one is available to receive it, the order may be forfeited without refund. If a delivery fails due to our error, we will work with you to redeliver or provide an appropriate remedy.

Our cancellations

In the rare event that we must cancel your order (for example, due to equipment failure, illness, or an inability to fulfill your request), we will notify you as soon as possible and issue a full refund, including any deposit paid. Our liability in these circumstances is limited to the amount you have paid toward the order.

Contact

Email ovenandflame@outlook.com.