Payment & Cancellation
My Baker Refund and Cancellations Policy
Welcome to My Baker’s Refund and Cancellations Policy (the Policy).
This Policy sets out your rights for cancelling your contract for the purchase of our Cakes and Baked Goods, and the circumstances where you will be entitled to a refund.
Since our Cakes and Baked Goods are perishable items and are also made to order, you are not usually entitled to cancel your contract and we are under no obligation to offer a refund under the Consumer Contracts Regulations 2013.
However, customer care is at the heart of what we do, and we understand that there may be instances where you wish to cancel your contract with us. Therefore, we have created our own cancellations rights for you, which are more generous.
1. Cancelling your Order with us before delivery. We completely understand that you might have a change in circumstances, such as the cancellation of an event. In such a scenario, you may wish to cancel your Order of a Cake and/or Baked Good before delivery. If you wish to do so, the following terms apply:
a) If you cancel your contract five (5) days before the Delivery Date and Time, we will refund to you the entire cost of the Order, minus an administration fee of £4 and any reasonable costs incurred by us before your cancellation.
b) If you cancel your contract with less than five (5) days from the Delivery Date and Time, we are not obliged to give you a refund. In the event that we do offer a refund for exceptional circumstances, this shall be in the form of store credit that you can use at a later date at My Baker, minus an administration fee of £4 and any reasonable costs incurred by us before your cancellation, which shall include the cost of loss of opportunity from turning down other orders.
This is because we incur costs in the preparation of your Order, as all of our Cakes and Baked Goods are prepared freshly to order by small independent bakers. This can also sometimes include procuring certain ingredients and decorative items.
2. My Baker cancelling your Order. In the unlikely event that we have to cancel your Order for any reason, we will notify you of this as soon as we become aware of this and we will refund to you the full cost of your Order. We will not be liable to you for any costs or damages beyond the amount that you have paid for your Order. Where you have only paid for an Order in part, the refund shall also be issued on a pro rata basis accordingly.
3. Returns and refunds after the Cake and/or Baked Good has been delivered to you. Once your Order has been delivered to you, the contract has been completed. Since our products are perishable goods, you are not entitled to return your Order to us, and we are not obliged to offer you a refund.
However, if you experience any issues with our Cakes and Baked Goods, we invite you to bring this to our attention. If you have a complaint in relation to your Order, that complaint must be reported to firstname.lastname@example.org as soon as practically possible, and ideally within 24 hours. Any complaint received more than 72 hours after delivery of your Order will not be considered by us. We are not obliged to, but may at our discretion, offer you a partial refund, a full refund, or a discount off your next purchase with us.
Please note that if your complaint relates to the taste, texture of the cake, or relates to an alleged hygiene matter, you must let us know as soon as possible, preserve the cake, and give us the opportunity to collect it, to allow us to investigate. We are unable to offer refunds or compensation where we are not given the opportunity to assess the merits of complaints relating to taste, texture or hygiene by inspecting the cake.
4. How to end your contract with us before delivery. Subject to satisfying the conditions in Section 1 of this Policy, you may send a request to cancel your Order with us by writing to us at email@example.com.