A printed refund and complaint policy form with a pen and fondant rose, styled neatly for a professional cake business.

Why You Need a Refund & Complaint Policy for Your Cake Business

By Makai Cake Decorating Supplies

 

 

Even the best bakers receive complaints.

Whether it’s a design mismatch or damage after handover, having a clear refund and complaint policy protects your cake business – and your peace of mind.

 

 



 What Is a Refund & Complaint Policy? 

 

It’s a short written document that explains:

  • What situations qualify for a refund

  • What doesn’t qualify

  • How and when complaints must be submitted

 

This helps customers know what to expect and prevents disputes.

 

 



 Why It Matters 

 

Without a written policy:

  • You might feel pressured to offer refunds even when not at fault

  • Customers may not know your terms and feel unfairly treated

  • You risk bad reviews or financial loss

 

A policy makes everything clear, fair, and professional.

 

 



 What to Include in Your Policy 

 

A good policy should cover:

  • Timeframe for submitting complaints (e.g. 24 hours after collection)

  • What types of issues are eligible (wrong design, damage caused by you)

  • What’s not covered (customer mishandling, minor colour variation)

  • Whether refunds, partial refunds or store credit is offered

 

 

 Pro tip: Include this policy on your website, attach it to order emails, or print it for handovers.

 

 



 When to Use It 

 

  • Anytime you take a custom cake order

  • When handing over a cake in person

  • When resolving a customer issue or request for refund

 

Ready to use one?
👉 Download our Refund & Complaint Policy Template (PDF)

 

 



 Final Thoughts 

 

A refund policy won’t prevent all issues – but it will make handling them much easier. It shows customers that you’re serious, organised, and professional.

 

Related: 
👉 Customer Complaints – How to Handle Them as a New Cake Maker

 

 

 


Back to blog