Refund policy

At 41 Sugar Lane, every order is freshly prepared and carefully packaged by us as a small, one-person baking business.

Because our products are fresh, perishable and often made specifically to order or personalised, we cannot accept returns simply because you have changed your mind.

Your statutory consumer rights are not affected by this policy.

Cancelling your order

If you need to cancel your order, please contact us as soon as possible at:

hello@41sugarlane.com

We kindly ask that you give us at least 7 days' notice for cancellations wherever possible.

Cancellations made with less than 7 days' notice may not be possible, particularly where we have already purchased ingredients, started preparing your order or created personalised elements specifically for you.

For personalised, bespoke or made-to-order products, cancellation may not be possible once preparation has started.

For fresh or perishable products, cancellation may also not be possible once the order has been prepared.

We will always do our best to accommodate cancellation requests where we reasonably can, while respecting your statutory consumer rights.

Changes to your order

If you need to make a change to your order, such as the flavour, design, message, collection date or other details, please contact us as soon as possible.

We will do our best to accommodate changes, but once an order has entered preparation, changes may not be possible.

Changes to personalised or bespoke orders may result in an additional charge if extra ingredients, materials or preparation are required. We will discuss this with you before any additional charge is made.

If there is a problem with your order

We take great care when preparing and packaging every order. If something isn't right with your order, please contact us as soon as possible at:

hello@41sugarlane.com

Please include your order details and, where appropriate, clear photographs of the product and packaging so we can understand what has happened and work with you to resolve the issue.

Delivery & courier damage

Where an order is sent using a third-party courier or postal service, the parcel will be handled by that service once it has been collected from us.

We package orders carefully and take reasonable steps to ensure they are appropriately prepared for transport. However, we cannot control how a parcel is handled once it has left our possession.

If an order is damaged during transit, please contact us as soon as possible with photographs of the packaging and the damaged product.

We will always do our best to assist and, where appropriate, help you raise the issue with the delivery provider.

Collection orders

If you collect your order directly from us, please check the packaging and product carefully at the point of collection.

Once the order has been collected and safely handed over, please follow any storage and handling instructions provided with your product.

Refunds

Where a refund is agreed, it will normally be made using the original payment method where possible.

Refund times may vary depending on your payment provider or bank.

If an order is faulty, not as described or does not meet the standards required by law, please contact us so we can discuss the appropriate remedy with you.

Nothing in this policy affects your statutory consumer rights.

Fresh & perishable products

Our products are freshly made and many are perishable. For food safety and hygiene reasons, we cannot accept the return of products simply because you have changed your mind.

Please check your order details carefully before confirming your order, including the flavour, size, design, wording, date and collection/delivery details.

Large, bespoke & wedding orders

For larger bespoke orders, including wedding cakes, celebration cakes and other large or highly personalised orders, different cancellation arrangements may apply.

These orders often require advance planning, diary space, specialist ingredients and materials to be secured well in advance.

Any specific cancellation terms, deposit arrangements or payment schedules for these orders will be discussed and agreed with you when your order is booked.

Please make sure you understand and are happy with any agreed terms before confirming your order.

Contact

If you have any questions about cancellations, changes, refunds or an issue with your order, please get in touch:

Email: hello@41sugarlane.com

As a small, one-person business, we genuinely value every order and will always do our best to deal with any concerns fairly and reasonably.

41 Sugar Lane reserves the right to assess each situation individually, while always respecting your statutory consumer rights.

41 Sugar Lane
41 Conison Drive
Preston
PR5 4RP
United Kingdom