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Terms & Conditions

Terms & Conditions

These Terms and Conditions shall apply to the sale of the Goods by the Seller to the Buyer to the exclusion of all other terms and conditions referred except where the Seller has agreed to such variation in writing and by way of signature. By ordering from The Cake Factory you agree to be legally bound by these Terms and Conditions (“Conditions) and accept that these Conditions may be modified or amended and posted on this website from time to time.

Delivery & collection-

Cakes will be delivered and set up subject to availability; any arrangements for delivery may be subject to change, however prior notice will be given where possible.

Cakes are to be collected from our premises at a prearranged time and date only.

Payment and deposit- We require a 20% non-refundable deposit to confirm an order. The remaining balance is due 1 week before the delivery or collection date, at which point all changes must be confirmed (changes to the previously agreed design may incur extra fees). Orders placed less than 1 week in advance of the delivery or collection date must be paid in full. The final balance specified on the invoice must be paid by the Buyer within 5 days from the date of the invoice. Payment can be made earlier if you wish. Failure to complete payment within 5 days from the date of the invoice may result in your cake order being cancelled. Deposits are non-refundable. Full payments made less than 1 week in advance of the delivery date are non-refundable. Full payments made more than 1 week in advance of the delivery date are subject to a cancellation fee if cancelled more than 1 week in advance of the delivery or collection date

Order changes- If you wish to make changes to your order, please contact us as soon as possible.

Price and quotation- All price quotations, written or verbal, are valid for 30 days from the date of quotation

Ingredients & allergies- We do not use any commercial cake mix, our cakes and bakes are all home-made from quality ingredients like free range eggs, fresh milk, butter etc. If you require gluten-free, dairy free or egg-free cakes please specify at the point of order. Whilst every effort will be made to accommodate such requests, as with nuts, we cannot offer a 100% guarantee.

It is the responsibility of the customer to ensure allergen information is passed on to those consuming the cake.

Variations from pictured items- Please understand if a picture/image is supplied, then in some cases it may be necessary to change a colour or vary a product from the picture as certain items may be unavailable from time to time.  We are not copy cat decorators, and can only try to replicate what we can, within our limits.
Where items are provided on cakes (plastic figures, toys or handmade sugared items) they are strictly provided as decorations on a cake, and it is advised that these are not consumed. Some figurines and decorations may contain wire or toothpicks which are dangerous if consumed. 

Best before date & storage conditions- 

Fondant (or sugar paste) covered cakes should be stored in the cardboard box the cake is collected/delivered in, and kept in a cool (but not cold), dark place away from direct natural or artificial lights. Fondant-iced cakes can stay fresh for up to 10 days after receipt if it is stored correctly. (The sugar paste icing helps create a natural barrier from the air that causes cakes to go stale.)

Fondant covered cakes and modelled figures should not be refrigerated (nor stored in a plastic container), as it will cause condensation to form on the surface of the icing and give the cakes a ‘wet’ look, in which colours may run (though the taste will be unaffected). 

My cakes are made of natural ingredients; because of this they will not have the extended shelf life of most supermarket cakes, which contain additives and preservatives to ensure their prolonged life. Freezing the cake however, preserves the taste of the sponge and icing as much as feasibly possible, and will be perfectly safe to eat, but please bear in mind that as with refrigeration it will affect the visual appearance of the icing, as condensation will form upon defrosting. 

Buttercream covered cakes need not be refrigerated except in conditions of extreme heat. As noted above, refrigeration will affect the visual appearance of any fondant decorations, which will take on a wet look and may cause colours to run.

Food hygiene regulations recommend that food should only be frozen for a maximum of 3 months.

Anti Defamation- If you have any concerns or complaints about your order, we ask that you do not use social media, blogs or forums etc to attack or criticize The Cake Factory. We will not respond to any complaints posted in public forums, we ask that you contact us direct via email, phone or a private message. Any attacks or unwarranted comments made in public forums that may bring a bad name to the business or employees, will be seen as libel and slander and we will endeavour to seek legal advice and claim for damages. 


Complaints and refund- The Cake Factory will not offer refunds or exchanges for custom products that meet our quality standards once a cake has been picked up/delivered and “Accepted” by you or another designated party. Additionally, under no circumstances will The Cake Factory provide a refund in excess of the cost of the order. All products are the responsibility of the customer once it leaves our possession. Refund requests due to decorating style, color shade or general decoration design will not be honored or considered. We only give refunds if the product does not meet the flavor, size, and general description detailed above.


Cake flavor and texture is subjective. Refunds requested due to flavor or texture after cake has been accepted and picked up will be at the sole discretion of us.  The Cake Factory may consider a store credit or partial refund if the product is brought back to us and the quality of the cake flavor or texture is determined not to meet our standards within 24 hours of your event. Please note, we do taste our cakes daily to insure the highest quality. Quality determination is solely at the discretion of our bakery. Our cakes are baked from scratch with all natural ingredients, and need to be stored as instructed. Keep in mind, variety in temperature and humidity may impact the flavor, overall design, or texture of the cake to some degree. Please understand we cannot control changes in texture or changes in color or shape due to weather conditions.

In the unlikely event that you are not satisfied with your order, please inform either The Cake Factory delivery driver or a member of the staff so that we may have the opportunity to resolve matters immediately. If any problem cannot be resolved at that time, then you should write to us within 14 days to enable us to investigate and report to you. Accordingly it is a term of our agreement with you that we cannot entertain complaints made after 14 days as we are deprived of the opportunity to investigate any facts that you may complain of. If we cannot resolve your complaint following your writing to us, you will agree to meet with us to try to resolve matters. If this meeting fails to resolve any dispute, any legal claim you bring will be limited in value to the total cost of the cake and in respect of which any complaint is made.

 How to safely transport your cake? 

  • Firstly, plan ahead – before leaving to collect your cake ensure that the area you are hoping to place the cake for transportation is clean and clear.

  • We recommend using foot-wells for smaller cakes or car boots for larger cakes; however in the case of spacious car boots, please also bring along a non-slip mat to prevent it from sliding around en route.

  • Generally travelling with a cake on a car seat or passenger’s lap is not recommended due to the uneven nature of these surfaces, which can potentially destabilise the internal structure of the cake, resulting in irreparable damage. Seats are reclined and the sheer motion even of careful driving is causing the cake to slide.​

  • Please note, if placing the cake in a foot well, do not leave any items on the seat above like handbags which could slide off and damage your cake!

Please remember that once the cake has left our premises, we are no longer liable for any damage that may occur.


Should any damage occur which requires repair, this will be undertaken at our discretion and at additional cost to the customer, providing repair is possible and we have availability to undertake the repair. Regrettably, we cannot promise to be able to repair a damaged cake, though of course we will always try our best in the circumstances!

  • Please be aware that hot weather conditions can compromise the quality and stability of any cake – if you are travelling on a hot day, please ensure that you do so with the Air Conditioning on or in the very least with your windows widely open to ensure the cake does not overheat.

  • Some of our creations are collected ahead of the occasion/ event and are not taken straight to the venue. In such instances, please ensure that when storing your cake at home prior to the occasion that you do so in a cool, dry, dark place out of direct sunlight, out of the reach of pets and in the packaging provided.

  • Never leave the cake in your vehicle for prolonged periods and ideally do not leave inside garages etc. overnight unless you are positive they are pest free!

  • Likewise, upon arrival/display at your venue or event please ensure the cake is not displayed or stored in direct sunlight.

  • Any internal cake support should only be removed prior to cutting the cake and not before.

Agreement to Terms and conditions-

By proceeding with a purchase you are in agreement with our terms and conditions as stated above.

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