Refund policy
Custom Cake Toppers - Shipping, Returns & Refund Policy
Welcome to SugarBrush's comprehensive policy for handmade cake toppers and personalised cake decorations. This page outlines our processing times, shipping methods, cancellation policy, and return conditions for all custom cake topper orders. Please read these terms carefully before placing your order for bespoke cake decorations, as our handmade and personalised products have specific conditions that differ from standard retail items.
Processing & Dispatch Time
All of our cake toppers are handmade to order. Please allow 3 business days for production before dispatch. Once your item is ready, it will be shipped via Royal Mail and tracking details will be provided where applicable.
Cancellations
If you need to cancel your order, you may do so any time before your item has been dispatched. Once the item has been handed over to the courier, the order can no longer be cancelled or refunded.
Returns & Exchanges
Due to the handmade, personalised, and often perishable nature of our products, we are unable to accept returns or exchanges. Each item is made specifically to order and cannot be resold.
Important Legal Notice – Cooling-Off Period
Under UK Consumer Contracts Regulations, customers usually have the right to cancel online purchases within 14 days of receipt. However, this right does not apply to:
- Custom-made or personalised goods, and
- Perishable goods
Because our items are often personalised and/or made with perishable materials, they are exempt from the standard 14-day cooling-off period. By placing an order, you acknowledge and accept this exemption.
If your item arrives damaged or defective, please contact us within 48 hours of delivery with clear photos so we can resolve the issue.
Personalisation & Order Accuracy
Please ensure all customisation details (such as names, ages, and colours) are accurate when placing your order. We are not responsible for errors submitted by the customer, and changes cannot be made once production has started.