Refunds & Cancellations

Last updated: 11 September 2026

Five Little Bakes makes fresh, perishable baked goods in small batches. This policy explains how cancellations, refunds and order problems are handled. It sits alongside, and does not replace, your statutory consumer rights.

Change-of-mind cancellations

Fresh baked goods are perishable and the normal 14-day distance-selling change-of-mind cancellation right does not apply to goods that are liable to deteriorate or expire rapidly.

Even so, if you contact us before the stated order cut-off or before we begin preparing your order, whichever happens first, we will do our best to accept a cancellation or reasonable amendment. If we accept a cancellation before preparation begins, we will refund the amount paid for the cancelled order, including any delivery charge that has not been incurred.

Once preparation or baking has begun, we will normally be unable to cancel an order simply because you have changed your mind.

Damaged, incorrect, missing, unsafe or faulty goods

Your statutory rights are not affected by the perishable nature of our products. If your order arrives damaged, is incorrect, contains missing items, is unsafe, or is otherwise faulty or not as described, please contact us as soon as reasonably possible.

Email fivelittlebakes@gmail.com or use our Contact page. Please include your order number, what has gone wrong and, where reasonably practical, photographs of the product and outer/inner packaging. Photos help us investigate with the carrier and improve our packaging, but they are not a condition that removes your legal rights.

Depending on the circumstances and the remedy required by law, we may offer a replacement, refund or appropriate price reduction.

Do I need to return fresh food?

Because our products are perishable, we will not normally ask you to post food back. Please do not return food without contacting us first. In some cases we may ask you to retain the product or packaging briefly while we investigate, where it is safe and reasonable to do so.

Delivery problems

If an order has not arrived when expected, contact us and we will investigate with the delivery provider. We do not treat damage or loss in transit as automatically being the customer's responsibility. We remain responsible for the goods until they are delivered to you, or to a person you have identified to receive them.

If a delivery problem means you are legally entitled to cancel or receive a refund, nothing in this policy limits that right.

Storage after delivery

Once an order has been correctly delivered, please follow the storage and best-before or use-by instructions supplied. We cannot accept responsibility for deterioration caused by storage or handling contrary to those instructions, but this does not affect rights relating to goods that were faulty or unsafe when supplied.

How refunds are paid

Where a refund is due, we will return it to the original payment method unless another method is agreed. We will initiate approved refunds promptly, although the time taken for funds to appear can depend on your bank or payment provider.