Last updated: 18 November 2025

This policy explains how refunds, returns and cancellations work at Sugar&Crumb. All bakes are made fresh to order in my dedicated gluten-free kitchen, so certain rules apply to keep everything fair, safe and transparent.

If you need help, please email: info@sugarandcrumbgf.com

1. Returns

Because all products are perishable food items, returns are not accepted.

Once delivered, treats cannot be sent back for hygiene and safety reasons.

2. Cancellations

All products are baked fresh specifically for your order. Because of this, the usual 14-day cooling-off period does not apply (Consumer Contracts Regulations 2013, Section 28).

You may cancel your order only if all of the following apply:

• Baking has not yet started, and

• You contact me as soon as possible at info@sugarandcrumbgf.com

If I have already begun baking or preparing your order, cancellations are not possible.

3. Refunds

Refunds may be offered in the following situations:

• Your order arrives damaged

• Your order does not arrive

• I have made an error with your order

• The parcel has been severely delayed by DPD and is no longer safe to consume (assessed case-by-case)

To request a refund, please email within 24 hours of delivery, including photos if your item arrived damaged.

4. Situations Where Refunds Cannot Be Given

Refunds cannot be issued for:

• Change of mind

• Disliking a flavour

• Incorrect delivery address supplied at checkout

• Courier delays once the parcel has been dispatched (unless the delay renders the product unsafe — in which case I’ll help)

• Missing the collection window (if collection is offered)

• Not being home to receive your parcel

• Items not stored correctly after delivery

Your statutory rights are not affected.

5. Lost or Delayed Parcels

All parcels are sent via DPD Next Day after Thursday dispatch.

If your parcel is delayed or lost:

• I will support you in contacting DPD

• If the parcel is confirmed lost, a replacement or refund will be offered

• If the parcel arrives late and the product is no longer safe to eat, please get in touch so we can assess the situation fairly

6. Damaged Parcels

If your order arrives damaged, please email within 24 hours with clear photographs.
I will replace or refund the affected items depending on the situation.

7. Allergens & Safety

All allergen information is listed clearly on product pages and here:
https://www.sugarandcrumbgf.com/allergen-info

Refunds cannot be issued for allergic reactions if allergens were correctly listed.

8. Contact

If you have any questions about refunds, returns or cancellations, please email:

📧 info@sugarandcrumbgf.com