Refund policy

Last updated: 28 October 2026

This policy applies to bespoke sugar cookie orders from Reet Petite Bakery Co. The website currently accepts enquiries rather than online checkout orders. Sending an enquiry does not confirm a booking or require payment.

Changing your mind about a bespoke order

Cookies made to your specifications or clearly personalised for you are exempt from the usual 14-day change-of-mind cancellation right for distance purchases. This does not affect your rights if your order is faulty, damaged or not as described.

If you need to cancel or change a confirmed order, email reetpetitebakeryco@gmail.com as soon as possible with your name and order or invoice reference. I’ll explain what can still be changed and any cancellation costs. Any amount retained must be fair and reflect the loss reasonably caused by the cancellation, taking account of costs saved or recovered. A payment is not automatically non-refundable just because it is described as a deposit.

If something is wrong with your order

Please contact me promptly if your cookies arrive damaged, are incorrect or are not as described. Include your order reference, a description of the issue and photographs if available. Please keep the cookies and packaging while we discuss the problem, and do not eat anything you believe may be unsafe. Photos help me investigate, but they do not replace or limit your statutory rights.

I’ll assess the issue and provide the remedy you are entitled to under UK consumer law, which may include a refund or replacement. Faults are not dealt with solely at my discretion, and this policy does not impose a 24-hour limit on your legal rights.

Returns and delivery problems

Please contact me before sending food back so we can agree safe and appropriate arrangements. Where a return is required because goods are faulty or not as described, I’ll cover the reasonable return cost. If a parcel is lost or damaged in delivery arranged by me, contact me so I can resolve it; you do not need to pursue the courier yourself.

Refunds

If a refund is due, I’ll confirm the amount and arrange it without undue delay, within the applicable legal timeframe. Refunds will use the original payment method unless we agree otherwise, without a refund fee. Your bank may take additional time to show the payment.

Your rights and contact

Nothing in this policy limits your statutory consumer rights. For help with an order, email reetpetitebakeryco@gmail.com. I aim to reply within 48 hours.