Returns and cancellations
You have 14 days to change your mind, and separate rights if something arrives faulty. Here is how both work.
Changing your mind
If you are buying as a consumer, you have the right to cancel your order within14 days of receiving it, without giving a reason. If your order arrives in separate parcels, the 14 days runs from the day you receive the last one.
Once you have told us you are cancelling, you have a further 14 days to send the goods back.
How to cancel
Email sturdystackers@gmail.com with your order number and what you would like to return. You do not have to use any particular form of words — a clear statement that you are cancelling is enough.
Send the goods to:
Email sturdystackers@gmail.com and we will confirm the return address before you send anything back.
Please include your order number so we can match the parcel to your order. We recommend using a tracked service — until the goods reach us, they are your responsibility.
Who pays the return postage
You pay the cost of returning goods to us when you are simply changing your mind. We refund the original standard delivery charge, but not the cost of sending the item back.
Where an item is faulty, incorrect or damaged, this does not apply — see below. We cover return postage in those cases.
Condition of returned goods
You may handle the goods as you reasonably would in a shop. If their value is reduced because they have been handled more than that — for example a cake board that has been used, marked or cut — we may reduce your refund to reflect it.
Cake stacker pipes that have already been cut to size cannot be returned as unwanted, because cutting makes them made-to-measure. This does not affect your rights if the item is faulty.
Refunds
We refund within 14 days of receiving the goods back, or of you showing us proof that they have been sent, whichever comes first. Refunds go to the payment method you used.
A refund for a cancelled order includes the standard delivery charge you originally paid. If you chose a faster delivery option, we refund the standard rate rather than the premium.
If something is faulty or damaged
This is a separate right under the Consumer Rights Act 2015, and the 14-day cancellation window does not limit it.
- Within 30 days of delivery you can reject faulty goods and get a full refund.
- After 30 days and within six months we will repair or replace the item. If that is not possible, you are entitled to a refund.
Email sturdystackers@gmail.com with your order number and a photo of the problem if you can. We pay the return postage on faulty, damaged or incorrectly supplied items.
Please check your order on arrival and tell us about any damage in transit as soon as you reasonably can, so we can raise it with the carrier.
Business customers
The 14-day cancellation right applies to consumers. If you are buying for a business, it does not apply, though your rights in respect of faulty goods remain.
Questions
If anything here is unclear, email sturdystackers@gmail.com and we will help. See also our delivery information andterms and conditions.
Last updated 2026-09-04.