Refund Policy

1. Order Cancellations

If you need to cancel an order, please email sologoldenbatch@gmail.com as soon as possible, including your order reference.

We prepare our products in small batches, and preparation may begin shortly after an order is placed. We will do our best to accommodate cancellation requests where possible.

Your cancellation rights depend on the product purchased and the circumstances of the order.

Some food products, including goods liable to deteriorate or expire rapidly, may be exempt from the usual 14-day cancellation right for online purchases. This exemption does not automatically apply to every baked product.

Where a legal cancellation right applies, we will honour it in accordance with the law.

2. Refunds for Change of Mind

If you change your mind after placing an order, please contact us as soon as possible.

Whether a refund is available will depend on the product, whether preparation or dispatch has begun, and your applicable consumer rights.

We cannot automatically refuse a refund simply because an order has been prepared or dispatched. Where a cancellation right applies, we will follow the relevant legal requirements.

3. Damaged Orders

We take care to package our bakes appropriately for postal delivery. However, parcels can occasionally be damaged in transit.

If your order arrives damaged, please contact us at sologoldenbatch@gmail.com as soon as reasonably possible.

Please include:

• Your order reference.

• A description of the damage.

• Photographs of the outer parcel, packaging and affected products, where possible.

We will assess the issue and arrange an appropriate remedy in accordance with your statutory rights. Depending on the circumstances, this may include a replacement or refund.

Please do not dispose of damaged packaging until we have had an opportunity to review the issue, where reasonably practicable.

4. Incorrect or Missing Items

If your order contains the wrong product or an item is missing, please email us with your order reference and details of the issue.

We will investigate and arrange an appropriate resolution, such as supplying the missing item, replacing an incorrect product or providing a refund where appropriate.

Your statutory rights remain unaffected.

5. Delayed or Missing Parcels

All orders are dispatched using Royal Mail on our regular dispatch days: Tuesday, Wednesday, Thursday and Friday.

Our target dispatch times are separate from Royal Mail's delivery estimates. Once an order has been dispatched, delivery times depend on the postal service used.

If your parcel has not arrived within the expected delivery timeframe, please contact sologoldenbatch@gmail.com so we can investigate.

We will contact Royal Mail where appropriate and work with you to resolve the issue. If an order is lost or not delivered within the legally required timeframe, we will provide any refund or other remedy required by law.

Responsibility for ensuring delivery is not transferred to the customer simply because the parcel has been handed to Royal Mail.

6. Product Quality and Freshness

Our bakes are prepared in small batches and packaged with care for postal transport.

If a product arrives in an unsuitable condition, appears spoiled or raises a food safety concern, please stop consuming it and contact us promptly.

Please provide your order reference, details of the concern and photographs where helpful.

We will investigate and arrange an appropriate resolution in accordance with the circumstances and applicable law.

Refunds will not be refused solely because a customer has raised a genuine concern about product quality.

7. Refund Eligibility

Every refund request is assessed according to the circumstances of the order and applicable consumer law.

A refund or other remedy may be appropriate where:

• An order is lost or not delivered as required.

• A product arrives damaged or faulty.

• An incorrect item has been supplied.

• A product is not as described.

• A cancellation right or other statutory entitlement applies.

We may request reasonable information to help investigate a claim, but this will not be used to restrict your legal rights.

8. How to Request a Refund

To request a refund or report an issue, please email:

sologoldenbatch@gmail.com

Please include:

• Your full name.

• Your order number.

• The date of purchase.

• A clear description of the issue.

• Photographs or other relevant evidence, where available.

We aim to acknowledge enquiries as soon as reasonably possible and will explain the next steps.

9. How Refunds Are Processed

Where a refund is approved or legally due, it will normally be returned to the original payment method where possible.

The time taken for the funds to appear in your account may depend on your payment provider or bank. We will process refunds within the applicable legal timeframe.

Where a replacement or another remedy is appropriate, we will discuss the available options with you.

10. Contact Us

If you have questions about this policy or need help with an order, please contact us:

Email: sologoldenbatch@gmail.com

Please include your order reference so we can assist you as efficiently as possible.

Thank you for supporting Solo Golden Batch.

Small-batch bakes, made with care.