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Refund Policy

1. About this policy

1.1. This Refund Policy explains how cancellations and refunds work when you place an order via Bakehood.

1.2. Bakehood is a marketplace. In most cases, your contract for the baked goods is with the Baker, not directly with Bakehood. However, we may assist with refunds where payment has been processed through our platform.

2. Perishable, made-to-order items

2.1. Most items sold through Bakehood are perishable and made to order. This means:

  • They are baked specifically for you, based on your request
  • They may have a short shelf life

2.2. For this reason, standard “change of mind” cancellations (like you might have for non-perishable goods) generally do not apply once the Baker has started preparing your order.

3. Cancelling an order

3.1. If you wish to cancel an order, you should contact the Baker as soon as possible, and also contact us at contact@bakehood.uk with your order details.

3.2. Whether a cancellation and refund are possible will depend on the Baker’s own cancellation terms and how much work has already been done on your order. For example:

  • If the Baker has not started preparation, a full or partial refund may be possible
  • If the Baker has already purchased ingredients or started baking, only a partial refund (or no refund) may be available

3.3. Any timeframes for cancellation (e.g. “at least 72 hours before the event”) should be stated by the Baker on their product or profile page.

4. Problems with your order

4.1. If there is a problem with your order, for example:

  • Non-delivery or late delivery
  • Products that are significantly different from the description
  • Products that are damaged or appear unsafe to consume

Please contact the Baker and Bakehood as soon as possible, ideally within 24 hours of the scheduled delivery or collection time.

4.2. We may ask you for:

  • Photos of the product and packaging
  • Details of what went wrong
  • Any other information needed to assess the issue

4.3. In appropriate cases, you may be offered:

  • A full or partial refund
  • A replacement product (if feasible)
  • A credit towards a future order

5. Allergies and dietary requirements

5.1. Bakers are responsible for listing ingredients and allergens clearly on their product descriptions.

5.2. If you have an allergy or dietary requirement, you must:

  • Carefully read the product description
  • Contact the Baker before ordering to confirm whether the product is suitable

5.3. Although Bakers may take care to reduce cross-contamination, home kitchens and small bakeries may not be able to guarantee that products are completely free from specific allergens.

5.4. We cannot refund orders where you failed to disclose allergies or ignored allergen information, unless otherwise required by law.

5.5. Bakers are responsible for the accuracy of all allergen and ingredient information they provide. If a Baker states that a product does not contain a particular allergen and this later proves to be incorrect, any resulting claim or liability rests with the Baker, not Bakehood, to the extent permitted by law.

6. How refunds are processed

6.1. If a refund is agreed:

  • Where payment was taken through Bakehood, we will usually process the refund to the original payment method.
  • Where payment was made directly to the Baker through any external financial agreement between the Consumer and the Baker, you may face a probable suspension or ban (see Terms & Conditions), and you will be solely responsible for any refund or dispute that arises.

6.2. Refund times may vary depending on your bank or payment provider, but typically appear within 5–10 working days after being processed.

6.3. We reserve the right to decline refunds where there is evidence of abuse or fraud.

7. Your legal rights

7.1. Nothing in this policy affects your legal rights under applicable consumer protection laws in England.

7.2. If you believe your legal rights have been breached, you may have additional remedies beyond what is set out in this policy.

8. Contact

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

Email: contact@bakehood.uk