Refund policy
Last updated: 7 August 2026
This policy applies to cakes and other freshly made food ordered from ENOTEP UK LTD trading as Pettone for collection from our Lichfield shop.
1. Fresh and personalised products
Our cakes are freshly made to order, may deteriorate rapidly and may be made to your specification or personalised. For these reasons, the ordinary statutory 14-day right to cancel a distance purchase because you have changed your mind does not generally apply.
This does not affect your legal rights if a product is unsafe, faulty, not of satisfactory quality or not as described.
2. Requesting a cancellation
To request a cancellation, email info@pettone.co.uk. Include your name, order number and collection date. We recommend using the subject line “Cancellation – Order [your order number]”.
If the timestamp on your cancellation email is at least 72 calendar hours before the start of your confirmed collection slot, we will cancel the cake order and provide a full refund to the original payment method. This voluntary full-refund promise applies even if we have already started planning the order or purchasing ingredients.
If your cancellation email is sent less than 72 calendar hours before the start of the collection slot, a full change-of-mind refund is not guaranteed. We may deduct only our reasonable direct losses caused by the cancellation. These may include non-reusable ingredients, commissioned decorations, personalised components, preparation already completed and other costs that cannot reasonably be recovered.
We will take reasonable steps to reduce our loss, account for any costs saved or value recovered and, if asked, explain how any deduction was calculated. Where a completed personalised or perishable cake cannot reasonably be resold, this may mean that no change-of-mind refund remains available.
We will not impose a cancellation charge that exceeds the reasonable loss caused by the cancellation.
3. Changes to an order
Contact us as early as possible if you want to change the collection date, size, flavour, decoration, inscription, dietary request or another order detail.
Changes are not effective unless we confirm them. They depend on availability, production progress and whether we can safely meet the request. A change may affect the price or collection time. We will tell you about any additional charge and obtain your agreement before proceeding.
If we cannot make the requested change, the original order remains in place unless we agree to cancel it under this policy.
4. Missed or late collection
If you expect to be late, contact us as soon as possible. We will try to agree a later collection where food safety, product quality and our opening arrangements allow.
If an order is not collected, we will hold it only for as long as it remains safe and reasonably practicable. Because the product is perishable and made for a confirmed collection time, we may need to dispose of it.
For a missed collection, any refund will be limited to amounts remaining after our reasonable losses. If the cake has been completed and cannot be resold or safely held, no refund may be available. This does not affect your rights where non-collection resulted from our breach or the product was faulty.
5. If we need to cancel or change your order
Occasionally, circumstances such as ingredient unavailability, equipment failure, staff illness or another event outside our reasonable control may prevent us from fulfilling an order as agreed.
We will contact you as soon as reasonably possible. You may choose an agreed substitute or revised collection arrangement where available. If we cannot fulfil the affected part of the order and you do not accept an alternative, we will refund the amount paid for that part in full.
6. Problems with a cake
We are legally required to supply products that are of satisfactory quality, fit for any purpose made known to us and as described.
If you believe your cake is unsafe, damaged, faulty, materially different from its description or otherwise not of satisfactory quality:
- stop using or consuming it where appropriate;
- contact us as soon as reasonably possible at info@pettone.co.uk;
- provide your order number and a clear description of the problem; and
- where practicable, keep the cake and packaging and provide photographs so that we can investigate.
Prompt notice is especially helpful for perishable products, but a failure to provide photographs or contact us immediately does not automatically remove your statutory rights.
Depending on the circumstances and your legal rights, we may provide a replacement, an appropriate price reduction or a refund. We may ask you to return the product where it is safe and reasonable to do so, at our cost where the product is faulty.
7. Handmade appearance and customer-provided details
Minor handmade variations in colour, finish, decoration, positioning and appearance are normal and are not, by themselves, faults. A product will still conform to any description, design or essential requirement that we expressly agreed with you.
We are not responsible for an incorrect inscription, date, spelling, image or other detail where we followed the information you supplied and the issue was not caused by us. Contact us promptly and we will consider whether a correction is possible and tell you about any cost.
8. Allergens and dietary requests
If we fail to provide required allergen information, use an ingredient contrary to an agreed dietary requirement, or otherwise supply unsafe food, contact us immediately and do not consume the product.
We cannot accept responsibility for a reaction caused by an allergen or ingredient that we clearly disclosed before purchase and at collection, or by inaccurate or incomplete dietary information supplied by the customer, except to the extent that applicable law makes us responsible.
9. Refund method and timing
Approved refunds will be made to the original payment method without undue delay and normally within 14 days after we agree that a refund is due. Your bank or payment provider may take additional time to display the funds.
If the original payment method is no longer available, contact us so that we can arrange a lawful and secure alternative.
10. Contact
ENOTEP UK LTD trading as Pettone
5 Bakers Lane, Lichfield, England, WS13 6NF
Email: info@pettone.co.uk
Company number: 15918550