At Terry Bakes, we bake and prepare perishable food products for delivery. Please read this policy carefully before placing your order.
Time Frame
There is often a delay in fulfilling your order due to high demand. The latest estimated delay is always displayed on the order page but it is only an estimate. Only place an order if you are prepared to wait.
Order Cancellations
If you need to cancel an order, please contact us as soon as possible.
We are happy to cancel and refund your order in full provided it has not yet been dispatched.
Once your order has been dispatched, it cannot be cancelled simply because you have changed your mind, as our products are perishable food items.
Returns & Change-of-Mind Refunds
Because our brownies, cookies, cakes and other baked goods are perishable, we do not accept returns or offer refunds for change-of-mind requests once an order has been dispatched.
For food safety and hygiene reasons, please do not send baked goods back to us unless we have specifically asked you to do so.
Damaged, Incorrect or Problem Orders
Nothing in this policy affects your statutory rights.
If your order arrives:
- damaged
- incorrect
- unfit for consumption
Please contact us as soon as possible after delivery with your order number and, where possible, clear photographs of the issue.
Where appropriate, we may offer a replacement, refund, partial refund, or another suitable remedy.
We cannot offer refunds for products said to be out of date or not in satisfactory condition where the delivery issue was affected by customer choices or actions. This includes situations where the customer asked for a delayed delivery, failed to collect the parcel from a collection point in time, amended the delivery address with the courier, rearranged delivery directly with the courier, or was unavailable for the first delivery attempt.
Delivery Issues
If your order does not arrive, arrives in poor condition, or has been delivered incorrectly, please contact us as soon as possible.
We will investigate the issue and work with the delivery provider where needed. Your purchase is with Terry Bakes, so please contact us first rather than the courier.
Orders entered with inaccurate or incomplete address details by the customer will not qualify for a refund if delivery fails or is delayed as a result. This includes, without limitation, missing house numbers, incorrect postcodes, or omitted town or city information.
Contact Us
For all cancellation, refund or delivery queries, please contact us using the form on our Contact page and include:
- your full name
- order number
- date of order
- details of the issue
To help us resolve any quality issue quickly, please contact us on the day of delivery where possible.