Return & Refund Policy

Paul's Bakers Refund Policy

At Paul's Bakers, located in Hounslow, we are committed to providing you with beautifully crafted and delicious cakes for your special occasions. We understand that on rare occasions, issues may arise, and we have established this refund policy to ensure fairness and transparency.

Our Commitment to Quality and Freshness

We take pride in using the finest ingredients to create our cakes, which are designed to remain fresh for up to 5 days when stored at room temperature (16-20 degrees Celsius). To ensure optimal freshness and allow us time to address any potential concerns, we recommend scheduling delivery one to two days before your event.

Addressing Cake Errors

In the unlikely event that your cake arrives with an error, please contact us immediately. We will make every effort to provide a replacement cake before your occasion. As our cakes are often intricately decorated with icing, prompt communication is essential.

Refunds for Cake Errors

If a replacement cake is not feasible, we will work diligently to find a satisfactory solution. In such cases, a partial refund of up to 50% of the total order amount may be issued.

No Returns Accepted

Please note that all our cakes are made to order and baked with love for each of our valued customers. Therefore, we do not accept returns under any circumstances.

Order Cancellations

We understand that plans can change. To receive a full 100% refund, please cancel your order at least 5 days prior to the scheduled dispatch date. This allows us to manage our production schedule effectively and minimize waste.

Consumer Rights and Regulations

This refund policy is in accordance with the Consumer Rights Act 2015. Please be aware that due to the perishable and bespoke nature of our cakes, the 14-day cooling-off period under the Consumer Contracts Regulations does not apply.

Our Exceptional Customer Satisfaction

We are incredibly proud of our commitment to customer satisfaction. We are pleased to report that refund requests represent less than 1.5% of our total turnover, a testament to the high quality of our products and the dedication of our team. We are continually working to improve our processes and ensure that every customer has a positive experience with Paul's Bakers.

How to Request a Refund

To request a refund, please contact our customer service team via sales@paulsbakers.com or 0203 7727 71. Please provide your order number, a detailed description of the issue, and any relevant photographs. We will review your request promptly and respond with a resolution.