Refund policy

Returns & Refunds Policy

Last updated: April 2026

We want you to love every purchase from Top Tier Cake Supplies. If something is not quite right, we are here to help — please read the information below so we can resolve your issue as quickly as possible.

1.  Return Window

You have 30 days from the date of delivery to request a return. After this period, unfortunately we are unable to accept return requests.

ℹ️  To start the return process, please contact us first at info.toptiercakesupplies@gmail.com — do not send items back without prior approval, as they will not be accepted.

2.  What Can & Cannot Be Returned

Please check the table below before initiating a return:

⚠️  We are unable to accept returns on any food or edible products (such as fondant, food colours, sprinkles, or flavourings) unless they arrived damaged or faulty. This is for hygiene and food safety reasons.

3.  Condition Requirements

To be eligible for a return, your item must meet all of the following conditions:

• Unused and in its original condition.

• Sealed in its original packaging with all tags and labels intact.

• Accompanied by your receipt or proof of purchase.

Items that have been opened, used, or are not in resalable condition will not be accepted as returns.

4.  How to Lodge a Return

Follow these steps to start your return:

• Step 1 — Email us at info.toptiercakesupplies@gmail.com with your order number and the reason for your return.

• Step 2 — Wait for our confirmation and return instructions before sending anything back.

• Step 3 — Pack your item securely to ensure it arrives back in resalable condition. We recommend using a tracked postal service, as we cannot be held responsible for items lost in return transit.

• Step 4 — Once we receive and inspect the item, we will notify you of the outcome within 2 business days.

ℹ️  Return postage costs are the responsibility of the customer, unless the item was received damaged or incorrect.

5.  Damaged or Incorrect Items

We are sorry if your order arrived damaged or incorrect! Please follow these steps and we will sort it out promptly:

• Inspect your order as soon as it arrives.

• Contact us within 7 days of delivery at info.toptiercakesupplies@gmail.com.

• Include your order number and clear photos showing the damage or the incorrect item received.

Once we have reviewed your photos, we will offer you one of the following resolutions — whichever suits you best:

• A full refund to your original payment method.

• A store credit.

• A replacement item sent to you at no extra charge.

6.  Refunds

Once your return has been received and inspected, we will email you to let you know whether your refund has been approved.

• Approved refunds are processed back to your original payment method.

• Please allow 5–10 business days for the refund to appear, depending on your bank or card provider.

• If you have not received your refund after 10 business days, please check with your bank first, then contact us if the issue persists.

7.  Exchanges

We do not process direct exchanges. If you would like a different product, the fastest way to get it is:

• Return the original item following the process in Section 4.

• Once your return is approved and processed, place a new order for the item you want.

ℹ️  If you need help choosing a replacement product, we are happy to assist — just reach out before placing your new order.

8.  Sale Items & Gift Cards

Please note the following exceptions:

• Sale and clearance items are final sale and cannot be returned or refunded, unless they are faulty or damaged.

• Gift cards are non-refundable.

9.  Contact Us

If you have any questions about our returns or refund process, please do not hesitate to get in touch — we are always happy to help.

• Email: info.toptiercakesupplies@gmail.com

• Website: www.toptiercakesupplies.com

We aim to respond to all enquiries within 1 business day.