Returns and Refunds Policy


At Thistleberry Cake Studio, we take pride in creating high-quality bespoke cakes for our customers. As our products are perishable and custom-made to order, we have the following return and refund policy in place:

1. Cancellations & Refunds

  • A non-refundable deposit of 50% is required to secure your order.
  • If you cancel your order less than 7 days before the event, we reserve the right to retain your non-refundable 50% deposit.
  • If you postpone your event, we will make every effort to accommodate your new date. However, if rescheduling is not possible, your order will be considered a cancellation, and the deposit will be retained.
  • In the rare event that we need to cancel your booking due to circumstances beyond our control (e.g., fire, serious illness), we will refund any money paid in full.

2. Returns & Refunds

  • Due to the perishable nature of our cakes, we do not accept returns or exchanges unless the product is incorrect or faulty.
  • If you believe your order is incorrect or has a quality issue, please contact us within 24 hours of collection or delivery, providing clear photos of the issue.
  • If we have made an error (e.g., incorrect flavour, decoration, or a significant quality defect), we will assess the situation and may offer a partial or full refund, a replacement, or store credit at our discretion.
  • Taste preference is subjective and is not considered a valid reason for a refund.

3. Collection & Delivery Responsibility

  • Once an order has been collected or delivered, responsibility transfers to the customer. We are not liable for any damage caused due to mishandling, improper storage, or transport once the cake has left our premises.
  • We provide storage and handling instructions, and failure to follow these may affect the quality of the cake.

4. Allergies & Special Dietary Requirements

  • Our cakes may contain allergens such as gluten, dairy, eggs, nuts, and soy. It is the customer’s responsibility to inform us of any dietary requirements at the time of ordering.
  • While we take precautions, we cannot guarantee a completely allergen-free environment and are not liable for allergic reactions caused by our products.

5. Complaints

  • Any complaints must be made in writing via email to hello@thistleberrycakestudio.com within 24 hours of receiving the cake.
  • We may request that the cake be returned (if safe to do so) for inspection before any refund or replacement is considered.
  • Refunds, replacements, or credits are issued at our discretion, based on the nature of the complaint.

We strive to ensure customer satisfaction and will always aim to resolve any issues fairly and professionally.

For any further questions, please contact us at hello@thistleberrycakestudio.com.