Refund policy

Returns & Refunds

All of our cookies and treats are made fresh in house, by hand. As such, we do not accept returns, however if you have an issue with your order please get in touch and we will be happy to discuss this with you.

Please check your order upon collection and notify us of any issues immediately.

Due to the perishable nature of our products, we cannot be responsible for how they are transported and stored once they leave our shop.

 

Order Cancellations & Modifications

We understand plans change and are willing to accommodate reasonable changes to your order. Depending on the modifications required, there may be a £10 admin fee for changes.

If you cancel your order more than 7 days before collection we will refund 50% of the total cost. Within 7 days of collection, we are not able to accommodate changes to your order and have a strict no cancellations policy within this time frame.

If you have any questions please email us at hello@hebrideanbakehouse.co.uk

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as baked items), and custom products (such as special orders or personalized items). Any baking kits where the individual pouches or flavours have been opened or tampered with are not eligible for a refund. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@hebrideanbakehouse.co.uk.