Refund policy

Refund & Returns Policy

At The Bakehouse & Co., our products are handmade in small batches and many are prepared fresh to order.

Fresh & Perishable Food

Many of our products are fresh or perishable food products that are liable to deteriorate or expire rapidly.

Under UK consumer law, the usual 14-day cancellation period for online purchases does not apply to goods of this nature.

For food safety and hygiene reasons, we are also unable to accept the physical return of food products unless we specifically ask you to return an item.

This does not affect your statutory rights if a product is faulty, unsafe, not as described or otherwise does not meet the standards required by law.

Order Cancellations

Our fresh and perishable products are made in small batches and prepared according to our weekly production schedule.

Because these products are perishable, the statutory 14-day cancellation right for online purchases does not apply.

Once an order has been accepted, we do not offer cancellations or refunds for change of mind.

If you contact us before your order has entered production, we may be able to make a change at our discretion, but we cannot guarantee this.

This does not affect your statutory rights if an item is faulty, unsafe, not as described or otherwise does not meet the standards required by law.

Problems With Your Order

We take great care when preparing and packing every order.

If your order arrives substantially damaged, unsafe, inedible, incorrect or materially different from its description, please contact us as soon as reasonably possible.

Where possible, please include:

• your order number;

• a description of the problem;

• clear photographs of the product; and

• photographs of the outer and inner packaging where relevant.

Because our products are perishable, contacting us promptly helps us investigate the condition of the product at the time it was delivered.

Please do not dispose of the product or packaging until we have had an opportunity to review the issue, unless keeping it would be unsafe or unreasonable.

Damage During Postal Transit

Our products are handmade and carefully packed for delivery, but food travels through a parcel network and some movement during transit is unavoidable.

Cakes and toppings may move, delicate biscuits and cookies may occasionally develop cracks or edge breakage, and the presentation of an item may differ slightly from the photographs shown on our website.

Every item is handmade, so natural variations in size, shape, colour, finish and appearance should also be expected.

Minor cosmetic changes caused by normal postal handling which do not materially affect the freshness, flavour, safety or overall quality of the product will not normally be considered a fault.

However, if an item arrives with damage beyond these normal transit effects, please contact us and we will assess the issue.

Faulty, Unsafe or Incorrect Products

If a product is faulty, unsafe, not as described, incorrect or otherwise does not meet your statutory rights, please contact us.

Depending on the circumstances, an appropriate remedy may include a replacement or refund.

If you believe a food product may be unsafe, please do not consume it.

Non-Perishable Products

If we sell a product that is not perishable and is covered by the statutory cancellation rights applicable to online purchases, those rights will continue to apply.

Any applicable cancellation and return information will be provided in accordance with UK consumer law.

Refunds

Where a refund is agreed, it will normally be issued to the original payment method.

Processing times after a refund has been issued may vary depending on your bank or payment provider.

Statutory Rights

Nothing in this policy limits or excludes any rights you have under applicable UK consumer law.

If you have a problem with an order, please contact The Bakehouse & Co. using the contact details provided on our website.