Refund policy
Because our bakes are freshly made and perishable, different cancellation and returns rules apply compared with many non-food products. UK guidance confirms that perishable goods are among the products for which businesses do not generally have to offer change-of-mind refunds. However, this does not remove customers' rights where goods are faulty or otherwise fail to meet their statutory rights.
Returns
Due to the perishable nature of our products, we do not accept returns or exchanges because you have changed your mind.
For food safety reasons, please do not send food products back to us unless we specifically ask you to do so.
This policy does not affect your statutory rights where a product is faulty, damaged, not as described or otherwise does not meet the requirements of applicable consumer law.
Cancelling your order
If you need to cancel an order, please email hello@katyscakery.com as soon as possible.
We voluntarily allow cancellations up to 24 hours before your order is due to be dispatched.
Once your order is within 24 hours of its scheduled dispatch, ingredients may have been prepared, products may have been baked and packaging may have begun. We therefore cannot guarantee that we will be able to accept a cancellation at this stage.
This does not affect any cancellation or refund rights you may have under applicable law.
Damaged or incorrect orders
We take care to package our bakes securely, but postal orders can occasionally have a rough journey.
If your order arrives significantly damaged, incorrect or otherwise not as described, please contact us at hello@katyscakery.com as soon as reasonably possible.
Please include:
- your order number;
- a description of the problem; and
- clear photographs of the product and its packaging where possible.
Photographs help us understand what happened and, particularly during our postal trials, improve our packaging.
Where a product is faulty, damaged or incorrect, we'll provide an appropriate remedy in accordance with your statutory rights. Depending on the circumstances, this may include a replacement or refund.
Minor movement, decoration shifting or cosmetic imperfections that do not materially affect the product may occur during delivery and will be assessed reasonably on a case-by-case basis.
Failed or missed deliveries
Customers are responsible for providing a complete and accurate delivery address.
Where an order cannot be delivered because an incorrect or incomplete address was supplied by the customer, we may be unable to provide a replacement or refund.
Where a delivery problem is caused by us or our delivery provider, please contact us and we'll investigate.