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Return Policy

What is the return policy?

Thank you for shopping with HUS PET. We want you to be happy with your order, so please read our return policy carefully before purchasing.

1. Cakes & Custom Orders — Final Sale

All cakes and cake-based products — including celebration cakes, cupcakes, cheesecakes, and any item baked to order — are final sale and cannot be returned, exchanged, or refunded.

All custom and personalised orders (including bespoke cakes, custom designs, personalised messages or decorations, and special-order items) are also final sale and non-returnable.

The only exception is where your order arrives damaged, faulty, or is not what you ordered. In that case, please contact us within 24 hours of delivery with your order number and clear photographs, and we will arrange a replacement or refund.

2. Other Products

All other non-cake, non-custom products may be returned within 14 days of delivery, provided that:

The original tags are still attached and have not been cut or removed;
The item is unused, undamaged, and in its original condition and packaging;
You can provide proof of purchase (order number or receipt).

Returns that do not meet these conditions may be refused or eligible for a partial refund only, at our discretion.

3. How to Start a Return

Please email us at HUSPETLONDON@GMAIL.COM with your order number and the reason for your return before sending anything back. Do not ship items to us without prior confirmation.

Return shipping costs are the customer's responsibility unless the item was faulty or incorrect. We recommend using a tracked service — we cannot be responsible for returns lost in transit.

4. Refunds

Once we receive and inspect your return, we will notify you whether it has been approved. Approved refunds are issued to the original payment method within 5 working days. Original shipping charges are non-refundable.

5. Damaged, Faulty or Incorrect Items

If something arrives damaged, faulty, or incorrect, please contact us within 24 hours of delivery (cakes and perishables) or 48 hours of delivery (all other products), with photographs of the item and its packaging. We will replace it or issue a full refund, including any delivery charge.

6. Items That Cannot Be Returned

The following are non-returnable in all circumstances:

Cakes, baked goods, and all perishable food items;
Custom or personalised products;
Gift cards;
Items returned without their original tags, or that have been used, damaged, or altered.

7. Contact

Questions about a return? Email HUSPETLONDON@GMAIL.COM and we'll be glad to help.

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