Refund policy
Returns & Refunds Policy
At Bears Love Cake, we are proud of the quality and craftsmanship of our products. As many of our items are custom-made and personalised just for you, our returns policy differs for personalised and non-personalised goods. Please read the following carefully.
Personalised & Custom-Made Items
Due to their unique nature, personalised and custom-made items cannot be returned or refunded unless they are faulty, damaged, or not what you ordered.
We create these items specifically for you, so please double-check all personalisation details (such as names, dates, and spellings) before submitting your order.
Non-Personalised Items
For non-personalised, "ready-to-ship" items, we have a 30-day return policy. This means you have 30 days after receiving the item to request a return for a refund or exchange.
To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You will also need the receipt or proof of purchase.
Damages, Faults, or Issues (For All Orders)
Your satisfaction is our priority. Please inspect your order as soon as you receive it.
Contact us immediately at sales@bearslovecake.com if the item is defective, damaged, or if you have received the wrong item. To help us resolve this quickly, please include your order number and photos of the issue. We will evaluate the problem and make it right.
How to Start an Eligible Return
To start an eligible return (for faulty goods or non-personalised items), please contact us at sales@bearslovecake.com.
If your return is accepted, we will provide you with detailed instructions on how and where to send your package. Please note that items sent back to us without first requesting a return will not be accepted.
Exceptions & Further Details
- Gift cards are non-refundable.
- Exchanges: For non-personalised items, the fastest way to get what you want is to return the original item and, once the return is accepted, make a separate purchase for the new item. Exchanges are not possible for personalised goods unless the original item was faulty.
- UK Consumer Rights: Our policy on personalised goods is in line with UK regulations (Consumer Contracts Regulations 2013), which state that bespoke and customised items are excluded from the standard 14-day cooling-off period. This policy does not affect your statutory rights.
Refunds
Once we’ve received and inspected your return, we will notify you and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we approved your return, please contact us at sales@bearslovecake.com.