Returns and Refunds
This page explains your right to cancel an order and return goods. It applies to consumers in the United Kingdom and is based on the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.
Your right to change your mind
You have the right to cancel your order for any reason within 14 days of the day you (or someone you nominate) receive the goods. If your order is delivered in several parts, the 14 days start from the day you receive the last part.
How to cancel
To cancel, tell us clearly by email to contact@craftbakesltdd.com, or by post to Sorlo, 5th Floor Devere House, 62 Vicar Lane, Bradford, England BD1 5AH, United Kingdom. Please include your name, order number and the items you want to return. You can use any clear wording. You do not have to use a particular form.
Sending goods back
- Send the goods back to us without undue delay and no later than 14 days after you tell us you are cancelling.
- Please email us first so we can confirm the return address.
- You are responsible for the cost of returning the goods, unless they are faulty, damaged on arrival or not as described.
- Please pack the goods securely. You are responsible for taking reasonable care of them until they reach us. We recommend a tracked service and keeping your proof of postage.
Your refund
We will refund the price of the goods and the standard delivery cost you paid within 14 days of receiving the goods back, or of receiving proof that you have sent them back, whichever is earlier. We will refund you using the same payment method you used for the order. You will not be charged any fee for the refund.
If you chose a more expensive delivery option than our standard one, we are not required to refund the extra cost. We may reduce the refund if the goods have lost value because you handled them more than was needed to decide whether to keep them.
Items that cannot be returned
The right to change your mind does not apply to goods that are made to your specification or clearly personalised, or to sealed goods that are not suitable for return for health or hygiene reasons once unsealed. Any such exceptions will be shown on the product page.
Faulty, damaged or incorrect goods
Goods must be of satisfactory quality, fit for purpose and as described. If an item is faulty, you have a legal right to reject it within 30 days of delivery for a full refund. After 30 days you are entitled to a repair or replacement, and, if that is not successful, to a price reduction or a refund. Email us with your order number and photos of the problem and we will deal with it promptly.
Nothing on this page affects your statutory rights.
Contact
Email contact@craftbakesltdd.com or call +44 7507 075837.