Refund policy

Please note that unfortunately we do not accept returns due to the nature of our products as they usually cannot be reused after delivery. Due to the nature of posting packages filled with baked goods sometimes items may be slightly damaged from the travel, although we do our best to package it as safely as possible to prevent this from happening sometimes it is not always the case. If your package gets slightly damaged from the travel, we would urge you to please consume it because even though it is slightly damaged we can assure you that it tastes amazing!

Please note that if your order gets significantly damaged from the delivery and are not satisfied you can contact our customer service team for assistance. This must be done within 24 hours of receiving your package and proof of damage must be received. Failure to do so may result in your refund being declined. Our customer service team will offer you the option to either to resend your baked goods or refund the full amount excluding delivery. Please if the period of 3 days has lapsed since the purchase, we can't, unfortunately, offer you a refund.

We will not take responsibilities for mistakes made by the customer, so please ensure that all the information is filled in correctly, including addresses and specifications for a smooth and happy service. If the customer does enter the wrong address or wrong products, they can email our support team for it to be changed if the item has not been posted out yet but in case it has there will be no refund or exchange provided.

Refund requirements

The following criteria must be met to qualify for a refund:

• Product is not as described
• Product must be unopened
• Product must be in original packaging
• Product must be unused

In order to ensure the above criteria has been met, all returns will be inspected. If the product does not meet the listed criteria, we reserve the right not to issue a refund. Perishable goods are completely exempt from being returned.

Proof of purchase

To complete your refund, we require a receipt, purchase order or other proof of purchase. Please note that without the aforementioned proof of purchase, we will not issue a refund.

Sale and clearance items

Only regular priced items may be returned, unfortunately sale or clearance items cannot be returned.

Shipping items

In order to return an order, you must contact us first.

Returns can be mailed to: Details will be provided once they contact our support team. You will be responsible for paying for the shipping costs with regard to the items that you wish to return. We will not refund the shipping costs.

You must take care to ensure that the goods are properly packaged so that they will not be damaged while in transit. If the product is found damaged or used beyond what it takes for us to reasonably inspect it, then we may reject a refund.

All refunds will be subject to a £4 restocking fee.

Contacting us

If you would like to contact us concerning any matter relating to this Refund Policy, you may send an email to support@heavenbakery.co.uk

This document was last updated on October 8, 2020