Refund policy

Returns & Refund Policy

Last updated: 3 September 2026

Thank you for choosing our bakery. Because our products are freshly made and are often perishable, we do not accept returns or change of mind cancellations once an order has been prepared or dispatched.

No Returns

We do not accept returns on cookies, baked goods, or other food products.

For food safety and hygiene reasons, please do not send food products back to us unless we have specifically requested that you do so.

This policy does not affect any statutory rights you may have under applicable UK consumer law.

Refunds

Refunds are not routinely available and are only considered in certain circumstances, such as where:

- You received the wrong product or an incorrect quantity.
- Your order arrived damaged to the extent that the products are not reasonably suitable to eat.
- Your order was significantly different from what you ordered.
- There is a genuine quality issue with the products.
- We made an error in preparing or fulfilling your order.

Refunds are assessed on a case by case basis. We reserve the right to offer a replacement, partial refund, full refund, or another appropriate resolution depending on the circumstances.

We do not normally provide refunds for:

- Change of mind.
- Personal taste or preference.
- Incorrect information supplied by the customer when placing an order.
- Failure to collect an order within the agreed collection period.
- The customer being unavailable to receive a delivery.
- Products that have been stored incorrectly after delivery or collection.
- Products that have been consumed, except where the complaint relates to a genuine product issue that could not reasonably have been identified beforehand.

 How to Report a Problem

If there is an issue with your order, please contact us by email as soon as possible after receiving or collecting your order.

Please include:

1. Your name and order number.
2. The date you received or collected your order.
3. A clear description of the problem.
4. Clear photographs or other evidence of the issue, where applicable.
5. Any other information that may help us investigate the complaint.

For damaged, incorrect, or quality related complaints, photographs may be required before a refund or replacement can be approved.

Please keep the affected products and their packaging until we have had an opportunity to investigate the issue. We may request additional information or photographs.

Time Limit for Complaints

For the quickest resolution, please contact us within 24 hours of receiving or collecting your order where possible, particularly for issues involving damage, missing items, incorrect items, or product quality.

This timeframe is intended to help us investigate fresh food complaints promptly and does not remove or restrict any rights you may have under applicable law.

Refund Processing

If we approve a refund, it will normally be made using the original payment method.

Please allow a reasonable amount of time for the refund to appear in your account, depending on your payment provider or bank.

We will confirm the refund amount and the reason for the refund once your complaint has been reviewed.

Custom and Made to Order Products

Because many of our products may be prepared specifically for an individual order, we cannot cancel or refund a custom or made-to-order product simply because you have changed your mind once preparation has begun.

If we have made an error with a custom order, please contact us as soon as possible so that we can investigate and, where appropriate, provide a suitable remedy.

Allergies and Ingredients

Customers are responsible for reviewing our ingredient and allergen information before ordering and for informing us of any relevant allergies or dietary requirements where we provide an opportunity to do so.

If you believe you have received a product that does not match the allergen or ingredient information provided with your order, do not consume the product and contact us immediately.

Our Legal Obligations

Nothing in this policy is intended to exclude, restrict, or limit any consumer rights or remedies that cannot legally be excluded or limited under UK law.

We reserve the right to amend this policy from time to time. The policy applicable to your order will generally be the version in effect when the order was placed.

Contact

For questions, complaints, or refund requests, please contact us at:

Email: Cheekie.enquiries@gmail.com

Business name: Cheekie Bakery