Refund Policy

Refund & Cancellation Policy

At Helena Brown Cakes every cake is made to order and designed specifically for each customer. For this reason, please read our refund and cancellation policy carefully before placing an order.

Booking Fee / Deposit

A non-refundable booking fee of 25% is required to secure your order and event date. This payment covers consultation time, design work, administration, and the reservation of your date.

Your booking is not confirmed until the deposit has been received.

Final Payments

The remaining balance must be paid in full no later than 4 weeks before the collection or delivery date unless otherwise agreed in writing.

Failure to make payment by the due date may result in your order being cancelled and any monies already paid being forfeited.

Cancellations by the Customer

• More than 8 weeks before the event: Any payments made beyond the non-refundable deposit will be refunded.

• Between 4 and 8 weeks before the event: 50% of the total order value will be payable due to preparation work and materials already purchased.

• Less than 4 weeks before the event: No refund will be given as the order is already in production and materials have been purchased specifically for your cake.

All cancellations must be made in writing via email.

Changes to Orders

We will do our best to accommodate changes to your order. However, requests for changes to the design, size, flavour, collection date, or delivery details may incur additional charges and cannot be guaranteed, particularly within 4 weeks of the event.

Collection and Delivery

Customers are responsible for checking their cake upon collection or delivery.

Once a cake has been collected by the customer or a designated representative, responsibility for the cake transfers to the customer. We cannot be held responsible for any damage occurring after collection.

For delivered cakes, responsibility transfers once the cake has been delivered and set up at the agreed venue.

Refunds for Quality Issues

If you are dissatisfied with your cake due to a quality issue, you must notify us within 24 hours of collection or delivery and provide photographic evidence where possible.

Refunds will be considered on a case-by-case basis. We reserve the right to inspect any product before a refund is issued.

No refunds will be given for:

• Design elements approved by the customer prior to production.

• Minor variations in colour, decoration, or finish due to the handmade nature of our products.

• Damage caused after collection or delivery.

• Cakes stored, transported, or handled incorrectly by the customer or a third party.

Unforeseen Circumstances

In the unlikely event that we are unable to fulfil your order due to illness, accident, or circumstances beyond our control, we will provide a full refund of all monies paid. Our liability shall be limited to the amount paid for the order.

Food Allergies

While we take every reasonable precaution, our cakes are produced in a kitchen that handles common allergens, including gluten, dairy, eggs, nuts, and soy. We cannot guarantee that any product is completely free from traces of allergens.

Contact Us

If you have any questions regarding this policy, please contact me at:

Email: Helenabrowncakes@outlook.com
Phone: 07717058550