At Rotari Bakes, we take great pride in preparing each product to your specific requirements and to the highest quality standards.

1. Made-to-Order Products
All bespoke cakes, custom bakes, and any items made specifically to order are non-refundable and non-returnable. Once your order is confirmed and production has begun, we cannot offer a refund under any circumstances, except where the item is proven to be faulty or not as described.

2. Quality Concerns
If you believe there is an issue with your order, you must notify us within 24 hours of collection or delivery. We may request photographic evidence and/or the return of the remaining product for assessment.

3. Incorrect Orders
In the unlikely event that we have made an error with your order (e.g., incorrect flavour, size, or design), we will offer an appropriate remedy. This may include a replacement or a partial refund at our discretion.

4. General Goods (Non-Custom)
Non-custom goods (such as pre-made pastries or items sold in-store without customisation) may be eligible for a refund or exchange in accordance with your statutory rights, provided they are returned in their original condition within 24 hours.

5. Statutory Rights
Nothing in this policy affects your legal rights under the Consumer Rights Act 2015.

We understand that plans can change, and we will always do our best to accommodate reasonable requests. However, due to the time and resources allocated to each order, the following terms apply:

1. Notice Period
A minimum of 3 days’ notice is required to cancel an order.
Cancellations made with less than 3 days’ notice will not be eligible for a refund.

2. Admin Fee
All cancellations are subject to a 5% administrative fee, which will be deducted from any refund amount due.

3. Non-Refundable Orders
For bespoke cakes, custom bakes, or made-to-order items, refunds are not available once production has started. In such cases, the cancellation will be treated as a forfeiture of the order value.

4. How to Cancel
All cancellations must be submitted in writing via this Cancellation form or confirmed in person at our shop.

5. Statutory Rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.