Terms & Conditions

These Terms & Conditions ("Terms") govern all orders placed with SuGre ("we", "us", "our"), a home-based artisan bakery operating in London, United Kingdom. By placing an order with us — whether via WhatsApp, Instagram, email, our website contact form, or any other method — you ("the customer", "you") confirm that you have read, understood, and agree to be bound by these Terms. If you do not agree with these Terms, please do not place an order.

1. Orders & Acceptance

All orders are treated as a request until we confirm them in writing (via WhatsApp, email, or message). No contract exists between you and SuGre until we have issued an order confirmation.

We reserve the right to decline or refuse any order at our sole discretion, for any reason, without obligation to provide a reason. This includes — but is not limited to — orders we cannot fulfil due to capacity, ingredient availability, timing, the nature of the request, or any other circumstance. Placing an order or paying a deposit does not guarantee acceptance.

2. Pricing & Payment

All prices are quoted in pounds sterling (GBP). Prices for standard menu items are as displayed at the time of ordering. Bespoke and custom orders are quoted individually and confirmed before the order is accepted.

• For bespoke orders, a non-refundable deposit of 50% is required to secure your order, with the remaining balance due no later than 48 hours before delivery or collection.
• For standard menu items, full payment may be required at the time of confirmation.
• We accept bank transfer, Apple Pay, Google Pay, and card payments via secure link.
• Orders are not confirmed, and ingredients will not be sourced or preparation begun, until the required payment or deposit has been received.

3. Cancellations, Changes & Refunds

Because our products are freshly made, perishable, and frequently made to your specific order, your statutory right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 does not apply. Specifically, the 14-day "cooling-off" cancellation right does not apply to:

• goods that are liable to deteriorate or expire rapidly (all our perishable baked goods); and
• goods made to your specifications or clearly personalised (all bespoke and custom orders).

This does not affect your legal rights where goods are faulty or not as described (see Section 7).

Customer-requested changes and cancellations

• Standard orders: changes or cancellations requested 48 hours or more before the delivery/collection date may be accommodated at our discretion. Within 48 hours, we are unable to offer changes, cancellations, or refunds, as ingredients will have been sourced and preparation may have begun.
• Bespoke orders: deposits are non-refundable. Cancellations within 7 days of the delivery/collection date will be charged in full.
• Any refund offered at our discretion does not set a precedent and is granted on a goodwill basis only.

4. Delivery & Collection

We offer delivery across London zones 1–4 (free on orders over £30) and zones 5–6 (£8). Delivery times and dates are arranged at the time of order and are estimates given in good faith; they are not guaranteed.

• It is your responsibility to provide a complete, accurate delivery address and to ensure someone is available to receive the order.
• If delivery cannot be completed because no one is available, the address is incorrect, or access is not possible, we are not obliged to re-deliver and no refund will be due.
• Once an order has been delivered or collected and accepted, responsibility for correct storage and handling passes to you.

5. Allergens & Food Safety

Our products are made in a home kitchen that handles nuts, peanuts, gluten, wheat, dairy, eggs, soya, sesame, and other allergens. While we take care to manage allergens, we cannot guarantee that any product is completely free from any allergen, and we cannot guarantee an allergen-free environment or zero cross-contamination.

• It is your responsibility to inform us of any allergies or dietary requirements at the time of ordering.
• Allergen information for each product is available on request and will be provided before you complete your order.
• If you or any intended recipient has a severe allergy, you order at your own discretion and assume responsibility for that decision.

Our products are intended for consumption within the timeframe and under the storage conditions we advise. We are not responsible for any deterioration, spoilage, or illness arising from improper storage or handling after the order has been received.

6. Bespoke & Custom Orders

For bespoke cakes and custom designs, we will agree the design, flavours, size, and details with you in advance. Please note:

• Handmade products are unique; minor variations in colour, finish, and decoration are a natural feature of handmade work and are not defects.
• Any reference images you provide are used as inspiration only; the final product is our interpretation and will not be an exact replica.
• Once a bespoke design is confirmed, changes may not be possible and may incur additional charges.

7. Faulty or Incorrect Orders

Under the Consumer Rights Act 2015, products must be of satisfactory quality, fit for purpose, and as described. If you believe there is a genuine fault with your order, you must notify us within 24 hours of receipt, providing photographs and a description of the issue, and retain the product for inspection.

Where a genuine fault is established, we will, at our discretion, offer a replacement, partial refund, or full refund. Matters of personal taste, or issues arising from improper storage or handling after delivery, are not considered faults.

8. Images & Intellectual Property

All content on this website — including text, designs, the SuGre name, logo, and photographs — is the property of SuGre and may not be reproduced without permission. We may photograph our products and may use those images for marketing and on social media. If you would prefer images of a personalised order not to be shared, please tell us in advance.

9. Limitation of Liability

To the fullest extent permitted by law, our total liability arising from any order shall not exceed the total amount paid by you for that order. We are not liable for any indirect, consequential, or incidental loss. Nothing in these Terms limits or excludes our liability for death or personal injury caused by negligence, for fraud, or for any liability that cannot be excluded by law.

10. Events Beyond Our Control

We are not liable for any failure or delay in fulfilling an order caused by circumstances beyond our reasonable control, including illness, equipment failure, supplier failure, extreme weather, or other unforeseen events. In such cases we will contact you as soon as possible to arrange an alternative date or, where appropriate, a refund.

11. Governing Law

These Terms are governed by the laws of England and Wales, and any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

12. Changes to These Terms

We may update these Terms from time to time. The version in effect at the time you place your order is the version that applies to that order.

Last updated: June 2026