Return & refund policy
Last updated 2026-10-06
Scones are fresh food, baked for your order, so they cannot be sent back and sold again. What we can do is move your day, cancel and refund before we bake, and put it right when something we made was wrong. This page says when each of those applies, and how quickly the money comes back.
Changing the day, or cancelling
Tell us as soon as you know. Everything below turns on one thing: whether the scones have been baked yet.
- Not paid yet — nothing to cancel. The order lapses on its own and the slot is released.
- Paid, and we have not baked yet — message us and we will move it to another day, or cancel and refund it in full. This is the ordinary case and we do not argue with it.
- Paid, and the bake has started — your scones are made the morning of your collection day, for you, and cannot be sold to anyone else. At that point we cannot promise a refund. Ask anyway: we would usually rather rearrange the day than take your money for a box you did not get.
Returns
We do not accept returns. Scones are perishable food made to order, and once a box has been collected or delivered it cannot be taken back or sold to anyone else.
That is about a box that was right. If something was wrong with yours, the next section is what applies.
If something is wrong with your order
Message us on the day you receive it, with a photograph of what is wrong — a missing scone, the wrong flavour, a box that arrived damaged. We will replace it on the next bake or refund it. We would rather hear it than read it on Google.
This does not affect your rights under the Consumer Protection Act 1999.
If we have to cancel
It happens: illness, an oven that will not light, a day the kitchen cannot bake. If we cancel an order you have paid for, you get the whole amount back including any delivery fare, and we will tell you as early as we know rather than on the morning.
How refunds are paid
Once we have agreed a refund with you, we send it within 7 working days. Working days are Monday to Friday, not counting public holidays.
Where we can, it goes back through the payment provider that took your payment — toyyibPay or Stripe — to the account or card it came from. Where that cannot be done, we pay it by bank transfer or DuitNow to an account you name.
We will tell you on the day we send it. After that, how soon it shows on your statement is up to your bank and the provider.
Questions
WhatsApp 018-326 9974, with your order reference — the four characters on your confirmation. A real person answers, which is also why the answer is not instant.