Last Updated: 24^th June 2026

These Terms & Conditions govern your use of the Real Patisserie Ltd website (“Website”) and the purchase of products through our online store. By accessing our Website and/or placing an order, you agree to be bound by these Terms & Conditions.

 

Real Patisserie Ltd (“we”, “us”, “our”)

Registered Company Number: [Insert Company Number]

Registered Office Address:
Unit 11 – 13 Grange Industrial Estate, Southwick, West Sussex, BN42 4EN

General Enquiries:
Email: marketing@realpatisserie.co.uk

 

The content of this Website is provided for general information and use only and may be changed without notice.

Whilst we endeavour to ensure that all information on this Website is accurate and up to date, we make no warranties or guarantees regarding the accuracy, completeness, reliability, suitability or availability of any information, products or services displayed.

You agree to use this Website only for lawful purposes and in a manner that does not infringe the rights of, restrict or inhibit the use and enjoyment of the Website by any other person.

Unauthorised use of this Website may give rise to a claim for damages and/or constitute a criminal offence.

 

All content on this Website, including but not limited to text, photographs, images, graphics, logos, branding, product descriptions, designs and software, is owned by or licensed to Real Patisserie Ltd.

You may access and use this Website for personal, non-commercial purposes only.

You may not reproduce, distribute, modify, republish, transmit or otherwise exploit any content from this Website without our prior written consent.

 

We make every effort to ensure that product descriptions, images and pricing are accurate.

As our products are handmade, slight variations in appearance, decoration, size, colour, shape or finish may occur. Product photographs are provided for illustrative purposes only.

We reserve the right to amend ingredients, recipes, packaging or product specifications where necessary.

 

By placing an order through our Website, you confirm that:

All orders are subject to acceptance and availability.

An automated order confirmation email confirms receipt of your order but does not constitute acceptance of the order.

We reserve the right to refuse or cancel any order where:

If we cancel an order after payment has been taken, a full refund will be issued.

 

All prices displayed on the Website are shown in Pounds Sterling (£) and include VAT where applicable.

We reserve the right to amend prices at any time. Any price changes will not affect orders already accepted.

In the event of a pricing error, we reserve the right to cancel the affected order and provide a full refund.

 

We currently offer a Click & Collect service from the following Real Patisserie locations:

 

12 Broadwater Street West
Broadwater, Worthing BN14 9DA

Telephone: 01903 495910

Email: broadwater@realpatisserie.co.uk

 

43 Trafalgar Street
Brighton BN1 4ED

Telephone: 01273 691551

Email: trafalgarstreet@realpatisserie.co.uk

 

25 Western Road
Hove BN3 1AF

Telephone: 01273 711110

Email: westernroad@realpatisserie.co.uk

 

 147 Church Road

Hove BN3 2AR

Telephone: 01273 727 849

Email: churchroad@realpatisserie.co.uk

Available collection dates, collection times and order cut-off times are displayed on the Website at the time of ordering and may vary depending on the products selected and collection location.

Customers are responsible for selecting their preferred collection location, date and time when placing an order.

Orders must be collected during the selected collection period. Please bring your order confirmation email or provide your order number when collecting your order.

If you are unable to collect your order, please contact us as soon as possible. Due to the perishable nature of our products, we cannot guarantee availability beyond the agreed collection period.

Whilst we make every effort to ensure orders are available at the selected collection time, collection times are estimates only and may occasionally be affected by circumstances beyond our reasonable control.

Risk in and responsibility for the products passes to you upon collection.

Further information regarding collection locations, opening hours and order cut-off times can be found on our Collection Information page.

 

We understand that plans can change and will always do our best to accommodate changes to your collection date or collection time wherever possible.

As many of our products are prepared to order and ingredients are purchased in advance, cancellations must be made no later than 2:00 pm, three (3) days prior to the scheduled collection date in order to qualify for a full refund.

Cancellations After the Deadline

Bespoke or large orders, including personalised cakes, large cakes or tarts, party food, and bulk orders, are non-refundable once the cancellation deadline has passed.

Standard shop products that are regularly available for purchase in our shops may still be eligible for a full refund after the cancellation deadline, at our discretion.

Requests to amend an order after the cancellation deadline will be considered on a case-by-case basis and cannot be guaranteed.

Exceptional Circumstances

We understand that unforeseen situations can arise. In exceptional circumstances, requests for refunds or cancellations outside of this policy may be considered at our sole discretion.

Seasonal & Special Event Products

Please note that this cancellation policy applies to standard orders only. Cancellation terms for seasonal and special event products, including Christmas, Valentine’s Day, Mother’s Day, Easter and other limited-edition collections, may differ and will be communicated at the time of ordering.

Many of our products are perishable food items.

Under the Consumer Contracts Regulations 2013, the statutory right to cancel does not apply to goods that are liable to deteriorate or expire rapidly.

Accordingly, orders for bread, pastries, cakes and other perishable bakery products cannot normally be cancelled after the applicable cut-off time and cannot be returned once collected, except where products are faulty, damaged, unsafe or not as described.

Nothing in these Terms & Conditions affects your statutory consumer rights.

 

Customer satisfaction is important to us.

If your order is collected in a damaged, defective, incomplete or incorrect condition, please contact us within 24 hours of collection.

Please provide:

We will investigate the matter and, where appropriate, may offer:

Approved refunds will be processed to the original payment method and should appear within 5–10 working days, depending on your bank or card provider.

Unclaimed Orders

Customers are responsible for collecting their orders at the agreed collection date and time.

If an order is not collected within the specified collection period and we are unable to contact the customer, we reserve the right to dispose of the products due to their perishable nature.

In these circumstances, no refund will be issued.

Nothing in these Terms & Conditions affects your statutory rights under applicable consumer protection legislation.

All payments are processed securely through Dojo or other approved payment providers.

We do not store payment card details on our own systems.

Payment must be received in full before an order can be processed.

We reserve the right to refuse transactions where fraudulent activity is suspected.

 

Our products are prepared in environments where all major allergens are handled and, as a result, may contain or come into contact with allergens.

Detailed allergen information is provided on each product listing. Customers with food allergies, intolerances or specific dietary requirements are strongly encouraged to review this information carefully and contact us before placing an order if they require further guidance.

Whilst we take all reasonable precautions and follow appropriate food safety procedures, we cannot guarantee that any product is entirely free from traces of allergens. Customers with severe allergies should exercise caution when purchasing our products.

We aim to keep the Website available and functioning correctly at all times.

However, we do not guarantee uninterrupted access and accept no liability for temporary unavailability caused by maintenance, technical issues, third-party service failures or circumstances beyond our reasonable control.

We reserve the right to suspend, withdraw or modify any part of the Website without notice.

 

Nothing in these Terms & Conditions excludes or limits liability where it would be unlawful to do so, including liability for:

Subject to the above, Real Patisserie Ltd shall not be liable for any indirect, incidental, special or consequential loss arising from use of the Website or purchase of products.

Our total liability in connection with any order shall not exceed the value of that order.

 

We shall not be liable for any delay or failure to perform our obligations where such delay or failure results from events beyond our reasonable control, including but not limited to:

Where such circumstances occur, we may suspend, delay or cancel affected orders and will endeavour to notify customers as soon as reasonably practicable.

 

We process personal information in accordance with applicable UK data protection laws, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Further information regarding how we collect, use and protect personal data is available in our Privacy Policy.

 

This Website may contain links to third-party websites for your convenience.

We have no control over the content or practices of such websites and accept no responsibility or liability for them.

Accessing third-party websites is at your own risk.

 

We reserve the right to amend these Terms & Conditions at any time.

Any updates will take effect immediately upon publication on the Website.

Your continued use of the Website following any changes constitutes acceptance of the revised Terms & Conditions.

 

These Terms & Conditions and any dispute arising out of or in connection with them shall be governed by and construed in accordance with the laws of England and Wales.

The courts of England and Wales shall have exclusive jurisdiction to resolve any dispute arising from these Terms & Conditions.

 

If you have any questions regarding these Terms & Conditions, your order, collection arrangements or a refund request, please contact us:

Email: marketing@realpatisserie.co.uk

Alternatively, you may contact the collection shop directly using the details provided in Section 7.