Refund policy

Last updated: 19 October 2026

At St Paws Cafe, every cake and treat is prepared with care, with a focus on quality, freshness and the individual details of your order. As our products are made for pets and may be freshly prepared, personalized or perishable, we operate a strict no-change-of-mind refund and return policy, subject to your statutory consumer rights.

Please read this policy carefully before placing an order.

1. No Change-of-Mind Refunds or Returns

Due to the nature of our products, we do not accept returns or offer refunds for change of mind once the cake production is finalised, including where a customer changes their mind about the design, flavour, size, colour, occasion or purchase after an order has been confirmed.

This policy applies particularly to personalised cakes, made-to-order products and perishable pet treats.

Nothing in this policy excludes or limits any consumer rights that cannot legally be excluded or limited.

2. Cancellations and Order Amendments

All orders are prepared according to the details confirmed at checkout or agreed during the ordering process.

Once an order has been confirmed, we may begin purchasing ingredients, preparing components or allocating production time.

• Cancellation requests: Please contact us as soon as possible. We cannot guarantee that a cancellation can be accommodated once the production has started.

• Personalised and made-to-order products: Once preparation or production has started, cancellation or changes will generally not be accepted.

• Completed orders: Orders that have already been prepared, personalised or dispatched cannot be cancelled for a change of mind.

• Amendments: Requests to change the design, flavour, size, collection date or other order details are subject to our approval and production capacity. Additional charges may apply where agreed.

Where a cancellation right applies by law, we will honour it. Any deductions or charges will only be applied where legally permitted.

3. Personalised Dog Cakes and Custom Orders

Personalised cakes and custom-made products are prepared according to the specifications agreed with each customer.

Customers are responsible for checking their order confirmation, including:

• Cake size and selected flavour.

• Design, colour and personalisation details.

• Name spelling and any text requested.

• Collection or delivery date.

• Delivery address and contact information, where applicable.

Please notify us promptly if you notice an error in your order confirmation.

Minor variations in colour, shape, decoration, texture or finish may occur because our products are handmade and ingredients can vary naturally. Photographs are intended as a guide, and the finished product may not be identical in every detail.

We will aim to follow the agreed design and product description. This provision does not excuse a material failure to provide the product agreed.

4. Perishable Products and Food Safety

Our dog cakes and treats may be freshly prepared and may require refrigeration or freezing. For hygiene, food safety and product-quality reasons, we do not ordinarily accept returned edible products.

Customers should follow the storage, handling and feeding instructions supplied with their order.

Once an order has been collected or delivered, St Paws Cafe cannot take responsibility for deterioration caused by improper storage, failure to follow handling instructions, leaving products unrefrigerated where refrigeration is required, or mishandling after receipt.

This does not affect any rights or remedies available where a product was faulty, unsafe or not as described when supplied.

5. Collection and Delivery

Customers are responsible for providing accurate delivery details and ensuring that someone is available to receive or collect the order at the agreed time.

Collection orders

• Please arrive at the agreed collection time.

• If you anticipate being late, contact us as soon as possible.

• If an order is not collected, we will attempt to contact you where reasonably practicable.

• We cannot guarantee that an uncollected perishable product can be stored indefinitely or that a new collection time can be accommodated.

Delivery orders

• Please ensure that the delivery address and contact details are correct.

• Any delivery instructions should be provided before dispatch.

• If delivery fails because of incorrect information, the recipient is unavailable, or access cannot be obtained, additional delivery charges may apply where a further delivery is agreed.

• We are not responsible for deterioration caused by a customer's delay in receiving, collecting or properly storing a product after delivery has been completed.

If St Paws Cafe is unable to fulfil an order as agreed, we will contact you to discuss an appropriate resolution, including any refund required by law.

6. Damaged, Incorrect or Potentially Faulty Orders

Although we take care when preparing and packaging our products, please contact us promptly if your order arrives damaged, is incorrect, or appears not to meet the agreed description.

To help us investigate, please provide:

• Your order number.

• A clear description of the issue.

• Photographs of the product, packaging and any visible damage, where relevant.

• The date and time the order was received or collected.

Please retain the packaging where possible while we assess the issue.

We ask customers to notify us as soon as reasonably practicable so that we can investigate promptly, particularly for perishable products. However, this request does not remove or shorten any statutory rights or legal time limits.

Where a product is faulty, damaged before receipt, materially incorrect or otherwise fails to meet applicable legal requirements, we will assess the circumstances and provide the remedy required by law. Depending on the circumstances, this may include a replacement, refund or another appropriate resolution.

A refund or replacement will not be refused solely because a customer cannot provide photographs, where other reasonable evidence is available.

7. Allergies and Individual Dietary Requirements

Customers are responsible for reviewing the ingredient information provided for each product and considering their dog's known allergies, food intolerances and dietary requirements before ordering.

Please contact us before placing an order if you need clarification about ingredients.

We cannot guarantee that our products will be suitable for every dog and cat, and we do not claim that our cakes or treats are suitable for pets with all allergies or medical conditions.

If you believe your pet has experienced an adverse reaction after consuming a product, discontinue feeding it and seek veterinary advice where appropriate. Please contact us with your order details so we can investigate.

Nothing in this section excludes any legal responsibility that St Paws Cafe may have regarding product safety or applicable consumer rights.

8. Refund Processing

Where a refund is agreed or legally required, we will explain the next steps and process the refund using the original payment method wherever reasonably practicable and as required by law.

The time taken for the funds to appear in your account may depend on your payment provider or bank.

We may offer store credit or a replacement as a substitute for a refund if mutually agreed.

10. Our Right to Review Orders

St Paws Cafe reserves the right to decline or cancel an order before accepting it, or to cancel an order where fulfilment becomes impossible or unlawful. Where payment has already been taken and we cannot fulfil the order, we will provide any refund required by law.

We may contact customers to clarify order details, ingredient requirements, delivery arrangements or design specifications before proceeding with production.

11. Contact Us

If you have a question about this policy or need to report an issue with an order, please contact us using the contact details provided on our website.

Please include your order number so that we can identify your purchase and investigate efficiently.

St Paws Cafe