Refund policy

Replacement and Refund Policy

Due to the nature of our product, being a perishable food that's customised, we do not accept returns. However, we will always help you in a situation where the product is unsatisfactory. Please see the below scenarios where we'd assist.


Damages and issues:

At Molly's Bakehouse, we take great pride in hand-icing our bespoke biscuits and take extra measures to ensure secure packaging for delivery. However, please be aware that the delicate nature of our artisanal products, combined with the postal handling process, may result in minor imperfections in the icing during transit. These imperfections are a natural outcome and do not compromise the taste or overall quality of the product.

By placing an order with us, you acknowledge and accept that, on rare occasions, some biscuits may exhibit minor cracks or imperfections in the icing due to the postage process. We want to assure our valued customers that we make every effort to minimise such occurrences.

Please note that, in accordance with our policy, we cannot accept responsibility for these minor imperfections caused during the postage process, and as such, we do not offer refunds or replacements for such cases.

If your order arrives with major damage or if you encounter any issues unrelated to postage imperfections, kindly contact our customer support team using the email info@mollysbakehouse.co.uk, and we will be happy to assist you.

Thank you for your understanding and continued support as we strive to deliver unique and exceptional hand-iced biscuits.

Late Order Delivery/Lost Parcel In Transit Policy:

Refunds Policy for Mailed Biscuits:

At Molly's Bakehouse, we take great care in handcrafting and icing our bespoke biscuits, and we strive to ensure that they reach our customers across the UK in a timely manner using the Royal Mail postal service. However, we understand that occasionally parcels may be lost or delayed during transit. To address this, we have formulated the following refunds policy:

  1. Delivery Timeframe: We make every effort to dispatch your order promptly. However, due to the nature of the postal service, we cannot guarantee an exact delivery date. Typically, parcels should arrive within a reasonable timeframe after dispatch, but in some cases, they may take longer to reach their destination.

  2. Refunds Before 10 Days: We kindly request our customers to wait for a minimum of 10 days from the date of dispatch before requesting a refund for a non-delivered or delayed parcel. In most instances, the majority of parcels will arrive within this timeframe. If your parcel hasn't been received by the end of the 10th day after dispatch, you are eligible to proceed with the refund process.

  3. Contacting Customer Care: If your parcel has not been received after the 10-day waiting period, please get in touch with our customer care team. You can reach them through our dedicated customer care email: info@mollysbakehouse.co.uk. Our team will initiate the refund process and assist you with any queries you may have.

  4. Full Refund Offer: Once the eligibility for a refund is confirmed, we are happy to offer a full refund for the non-delivered or significantly delayed parcel. The refund will be processed using the original payment method used during the order placement.

 

Broken Product Refunds:
In the event the product has, very rarely, arrived fully broken, and not to our high standards, we sometimes offer refunds. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Please note, we will not accept replacement or refund requests past 48 hours of confirmed courier delivery date. Our team puts a lot of hard work and time into your amazing biscuits, trading on a highly honest and respectable ethos. Unfortunately, there's a very small collective that try and take our amazing service for their own advantage. We have to be reasonable on how we process these types of requests and all our amazing repeat customers understand this.