As everything at Crust & Cloud is baked fresh to order, this policy explains how cancellations and refunds work in line with UK consumer law and the way my business operates.

This policy is written in accordance with:

• The Consumer Contracts Regulations 2013

• The Consumer Rights Act 2015
   

1. Fresh, Perishable Products
All of our products are freshly baked food items with a short shelf life.
Under the Consumer Contracts Regulations 2013, the usual 14-day cooling-off period does not apply to:
 
Goods which are liable to deteriorate or expire rapidly.
Because all products available on this website (example; brownies, cakes, tarts and cupcakes) are perishable, once they have been prepared or dispatched, they cannot be returned or refunded unless they are faulty, damaged, or not as described.

2. Brownies (Nationwide Delivery)
Brownies are dispatched via Royal Mail within 2 business days and delivered the next working day after dispatch (non-guaranteed service).
Cancelling Brownie Orders

You may cancel your brownie order for a full refund only if:

• The cancellation request is received within 1-hour

  • The order has not yet been baked or prepared; and 

  • It has not been dispatched.
     

Once your brownies have been baked or dispatched, cancellations and refunds are no longer possible unless the goods are faulty.

If you need to cancel, please email within 1-hours of placing your order:
📧 info@crustandcloud.co.uk

3. Standard Cakes, Cupcakes, Tarts, Other Treats (Collection Only – RH16)
Standard cake orders may be cancelled within 24 hours of placing the order for a full refund.
After 24 hours, ingredients and preparation time are allocated, and cancellations are no longer guaranteed. Where work has already begun, I reserve the right to deduct reasonable costs incurred, in line with UK consumer law.

4. Custom Cakes, Cupcakes, Tarts, other Treats  (Collection Only – RH16)
Custom cakes require design time, planning and a deposit to secure your date.

• Once a deposit has been paid, your booking is confirmed.

• Deposits are non-refundable.

• Custom cake orders cannot be cancelled after the deposit has been received.

This reflects the time reserved in my diary and the design work carried out specifically for your order.
If exceptional circumstances arise, please do get in touch - I will always try to be fair and reasonable.

5. Damaged, Faulty or Incorrect Orders
Under the Consumer Rights Act 2015, you are entitled to goods that are:

• As described

• Of satisfactory quality

• Fit for purpose
   

If your order:

• Arrives damaged

• Is incorrect

• Is not as described

• Is in an unsatisfactory condition
   

Pleae notify me within 24 hours of delivery (or collection) by emailing:
📧 info@crustandcloud.co.uk

Please include:

• Your order number

• A description of the issue

• Clear photographs of the product and packaging

*We may require you to return the product for inspection. 
 

If the product is confirmed to be faulty or not as described, I may offer:

• A replacement (where appropriate), or

• A partial or full refund
   

Refunds will always be returned to the original payment method.

6. Delivery Issues (Brownies Only)
We are not responsible for:

• Incorrect or incomplete delivery addresses provided at checkout

• Failed deliveries where no one is available to receive the parcel

• Minor courier delays outside of my control
   

If a parcel is delayed but the brownies remain safe to consume, this does not automatically entitle the customer to a refund.
However, if brownies arrive spoiled due to confirmed courier mishandling, I will assess the situation fairly and in line with your statutory rights.

7. Collection Orders
For cakes and cupcakes collected from RH16:

• Responsibility transfers to the customer once the order has been collected.

• I cannot accept responsibility for damage that occurs after collection.

• Please ensure cakes are transported on a flat surface and stored according to the care instructions provided.

If there is an issue at the point of collection, please raise it immediately so I can resolve it for you.

8. Taste & Personal Preference
Taste is personal and subjective.
Refunds are not provided where products have been correctly prepared and supplied as described but do not meet personal preference.
Flavours, ingredients and allergens are clearly listed to help you make an informed choice.

9. Allergies & Dietary Responsibility
Customers are responsible for reviewing ingredients and allergen information before ordering.
Refunds cannot be issued for allergic reactions where ingredients were clearly stated.
If you have any concerns at all, please contact me before placing your order — I’m always happy to help clarify.

10. Refund Processing

Where a refund is agreed:

• It will be issued to the original payment method

• Processing times depend on your bank or payment provider
   

If you ever have a concern, please contact me directly:
📧 info@crustandcloud.co.uk


I truly care about every order that leaves my kitchen, and I will always aim to resolve any genuine issues fairly, kindly and in line with UK consumer law 🤍