Refunds & returns

Last updated: 24 July 2026

Why fresh food is different

When you buy something online you would normally have 14 days to change your mind and return it, under the Consumer Contracts Regulations 2013. That right does not apply to two kinds of thing: goods made to your own specification, and food that is liable to deteriorate or go off quickly. Everything we make is both. It is made freshly for your order, and it does not keep. So there is no cooling-off period on our products, and we cannot accept a return simply because you have changed your mind.

Changing or cancelling before we bake

We are reasonable people. If you need to change or cancel an order, message us as early as you can:

• Before we have started preparing your order, you can change or cancel it free of charge.
• Once we have started making it, we cannot refund it, because fresh food cannot be resold.
• For large or event orders we will agree a cancellation cut-off with you when you book, so everyone knows where they stand.

If something is wrong with your order

This is where your rights are firm, and we would not have it any other way. Under the Consumer Rights Act 2015, what we sell you must be of satisfactory quality, fit for purpose, and as described. If it is not, you are entitled to have it put right. This applies when:

• You received the wrong item, or something was missing.
• The order was not as we described it to you.
• There was a genuine problem with the quality or condition of the food.

These rights are set by law and we cannot take them away in any of our terms.

How we put it right

Depending on what has gone wrong and what you would prefer, we will offer a remake, a replacement, or a refund of the affected items. If we refund you, we do it by the same method you paid.

How to tell us

Message us on WhatsApp as soon as you notice a problem, ideally on the same day, since fresh food does not keep and it helps us to see it quickly. A photo really helps. Tell us your name, the order, and what is wrong, and we will sort it out with you.

Message us about an order

What this does not cover

We cannot refund an order because you changed your mind after it was made, ordered the wrong thing by mistake, or did not collect or receive it at the agreed time. Please also store your order as we tell you and eat it by the date we give you: we cannot be responsible for food that has been kept too long or in the wrong conditions after it reached you.