Refund policy
Refund, Returns & Delivery Policy
Doreen's Jamaican Homemade Rum Cakes — doreensrumcakes.com
Last updated: 16 September 2026
This policy applies to every order placed through doreensrumcakes.com. It sits alongside — and does not affect — your legal rights as a consumer under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
1. Delivery area
We deliver by post within the United Kingdom only. We also offer collection from our stall at Greenwich Market on Saturdays and Sundays — see our Shipping Policy for details.
2. Change of mind and cancellations
Because our cakes are food products, once your order has been dispatched or collected we're unable to accept it back for hygiene and food safety reasons — once a cake has left our kitchen, we can't verify how it's been stored or handled, so we can't safely resell it. This means our cakes are exempt from the standard 14-day “cooling off” cancellation right that usually applies to online orders (Consumer Contracts Regulations 2013, regulation 28(1)(e)), and we're unable to accept returns or offer a refund simply because you've changed your mind.
Please check your delivery address and order details carefully at checkout — we're unable to amend or cancel an order once it has been dispatched.
3. Tracking and delivery problems
Every order is sent with tracking, which is provided to you by email once your order is dispatched, so you can follow its progress. If your delivery is delayed, appears to be lost, or you have any question about it while it's in transit, please contact us first at doreensrumcakes@gmail.com. As the retailer, we remain legally responsible for your order until it reaches you, so we'll investigate with our courier on your behalf and put things right — with a replacement or a refund.
4. Damaged, faulty or incorrect items
We take real care baking and packaging every cake, but if your order arrives damaged, faulty, or isn't what you ordered, please email us at doreensrumcakes@gmail.com with photos of the cake and its packaging. Getting in touch ideally within 24 hours of delivery helps us look into it quickly and raise a claim with our courier where needed — but this is guidance to help us help you fast, not a deadline that limits your right to report a problem you discover later (see section 6). Once we've reviewed your claim, we'll offer a replacement or a full refund, whichever you'd prefer.
5. Refunds
Where a refund is due, we'll refund the original payment method within 14 days of agreeing that a refund is owed.
6. Your statutory rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015. If a product is faulty, not of satisfactory quality, or not as described:
• within 30 days of delivery, you're entitled to a full refund;
• after 30 days (and up to 6 months from delivery), we're first entitled to offer a repair or replacement; if that isn't possible, or doesn't resolve the issue, you're entitled to a refund.
These rights are separate from — and not limited by — the change-of-mind exemption in section 2, which applies only to orders a customer simply no longer wants, not to items that are damaged or faulty.
7. Allergen and ingredient information
Our cakes are baked in a kitchen that handles nuts, gluten, egg, dairy and alcohol (rum). Full ingredient and allergen information is available on our website and on product packaging. Please check this carefully before ordering, particularly if you're buying for someone with a food allergy, intolerance, or who should avoid alcohol.
8. How to contact us
Doreen's Jamaican Homemade Rum Cakes
41 Pitchford Street, London, England, E15 4RZ
Company number: 15065681
Email: doreensrumcakes@gmail.com
9. Complaints
If you're ever unhappy with how we've handled an issue, you're welcome to raise it with us directly in the first instance. You can also contact Citizens Advice (citizensadvice.org.uk) for free, independent guidance on your consumer rights.
10. Governing law
This policy is governed by the laws of England and Wales, and any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.