Refunds, Cancellations & Complaints Policy

Our brownies are freshly baked to order for our weekly Thursday deliveries.

Because we plan our ingredients, baking and packaging around each weekly order cycle, our cancellation policy is linked to our weekly order deadline.

Nothing in this policy affects your statutory consumer rights.

Cancelling or Changing an Order

Orders for each Thursday delivery normally close at:

12 noon on the Monday of that week.

You may request to cancel or amend your order at any time before this deadline.

If you cancel before the deadline, we will refund the amount you paid, including any delivery charge, to your original payment method.

To request a cancellation or change, please email:

sales@bramberbakehouse.co.uk

Please include your order number.

Once the weekly order deadline has passed, your brownies have been committed to our production schedule and we cannot normally accept cancellations, amendments or change-of-mind refund requests.

This does not affect your statutory rights if there is a problem with your order or if we are unable to fulfil it.

Fresh and Perishable Products

Our brownies are freshly baked and are perishable food products.

Because of the nature of our products, we cannot normally accept returns simply because you have changed your mind.

We nevertheless allow customers to cancel or amend an order before our weekly order deadline, as explained above.

Once that deadline has passed and your order has entered our production schedule, we cannot normally offer a change-of-mind cancellation or refund.

This does not affect your statutory rights where products are faulty, not as described or otherwise do not meet the standards required by law.

If There Is a Problem With Your Brownies

Please contact us as soon as possible if your order:

• arrives damaged;
• contains the wrong brownies or quantity;
• has items missing;
• is not as described;
• arrives in an unsatisfactory condition; or
• has another genuine product fault.

Where possible, please let us know within 48 hours of delivery.

This helps us investigate problems involving fresh products and courier deliveries quickly, but does not limit your statutory consumer rights.

Please email sales@bramberbakehouse.co.uk and include:

1. your order number;
2. a description of the problem; and
3. clear photographs of the brownies and packaging, where relevant.

Please keep the affected products and packaging until we have responded, where reasonably possible, as we may need further information to investigate what has happened.

Depending on the circumstances and your statutory rights, an appropriate remedy may include:

• a replacement;
• a partial refund;
• a full refund; or
• another appropriate solution.

Delayed, Lost or Damaged Deliveries

We use DPD to deliver our online brownie orders.

If your parcel is delayed, lost or damaged in transit, please contact Bramber Bakehouse and we will investigate the issue with DPD.

You do not need to resolve a courier problem directly with DPD before contacting us.

Depending on the circumstances and your statutory rights, an appropriate resolution may include:

• a replacement;
• a partial refund;
• a full refund; or
• another appropriate solution agreed with you.

Delivery on Your Selected Thursday

We normally pack and dispatch online orders with DPD on Wednesday for delivery on your selected Thursday.

Occasionally, circumstances outside our reasonable control — including severe weather, transport disruption or problems within the courier network — may affect delivery.

If your order does not arrive as expected, please contact us so that we can investigate.

Delivery by 10:30am

If you selected and paid for our Thursday Delivery by 10:30am service and your parcel has not arrived by 10:30am on the scheduled Thursday, please contact us.

We will investigate the issue with DPD and, where appropriate, refund the additional cost associated with the timed delivery service or provide another appropriate remedy.

If receiving your brownies early in the day is particularly important — for example, because they are required for an event, meeting or other time-sensitive occasion — we recommend selecting our Delivery by 10:30am service where available.

Incorrect Delivery Details

Customers are responsible for checking that the delivery address, email address and telephone number entered at checkout are complete and accurate.

If you notice an error after placing your order, please contact us as quickly as possible at:

sales@bramberbakehouse.co.uk

We will always try to help, but once an order has been packed or dispatched we cannot guarantee that DPD will be able to change the delivery address.

Where an order cannot be delivered because incorrect or incomplete information was supplied by the customer, we may be unable to refund the brownies or original delivery charge.

If you would like the order to be sent again, an additional delivery charge may apply.

This does not affect your statutory rights where the failure to deliver was caused by Bramber Bakehouse or our delivery arrangements rather than information provided by you.

If We Have to Cancel Your Order

Very occasionally, we may be unable to fulfil an order because of circumstances such as:

• ingredient availability;
• production problems;
• courier disruption; or
• circumstances outside our reasonable control.

If we have to cancel your order, we will contact you as soon as reasonably possible and offer either:

• an alternative available delivery date; or
• a full refund, including the delivery charge.

You are not required to accept an alternative delivery date.

Refunds

Where a refund is agreed, it will normally be returned to the original payment method used to place the order.

We will process agreed refunds as promptly as reasonably possible.

Your bank or payment provider may take additional time to show the refund in your account after we have processed it.

Where only part of an order is affected, an appropriate replacement or partial refund may be offered.

Where the whole order is affected, a full refund or replacement may be appropriate.

The remedy offered will depend on the circumstances and does not affect any remedy to which you are entitled under consumer law.

Delivery Charges

Whether a delivery charge is refunded will depend on why the refund is being provided.

For example:

• Cancellation before our weekly order deadline: the delivery charge will be refunded.
• Bramber Bakehouse cancels the order: the delivery charge will be refunded.
• Order lost or materially damaged in transit: the delivery charge will be refunded where appropriate.
• Paid-for 10:30am service not achieved: the additional timed-delivery cost may be refunded where appropriate.
• Only part of an otherwise successfully delivered order is affected: we will determine the appropriate refund based on the circumstances.
• Failed delivery caused by incorrect information supplied by the customer: delivery charges may not be refundable.

Nothing in this policy limits any refund of delivery charges required by law.

Personal Taste

We hope you love our brownies, but taste is naturally subjective.

A personal preference relating to flavour, sweetness or texture would not normally qualify for a refund where the brownies are as described and of satisfactory quality.

This does not affect your rights where there is an actual problem with the product.

Freshness and Storage

Our brownies are freshly baked for each weekly delivery and are best enjoyed within 7 days of delivery.

Please follow the storage instructions supplied with your order.

We cannot accept responsibility for deterioration caused by storage or handling which is inconsistent with the instructions provided after delivery.

Complaints

If something has gone wrong, please contact us. We want the opportunity to investigate what happened and put things right where we can.

Please email:

sales@bramberbakehouse.co.uk

Please include your order number and as much relevant information as possible so that we can investigate your complaint promptly.

For complaints relating specifically to your online brownie order, this policy applies.

For other comments, compliments or complaints about Bramber Bakehouse and our wider charitable services, please see our separate Comments, Compliments and Complaints Policy.

Contact Us

Bramber Bakehouse
Kings Centre
Unit 27
Edison Road
Eastbourne
East Sussex
BN23 6PT

Email: sales@bramberbakehouse.co.uk
Telephone: 0333 344 7532

This policy should be read alongside our Terms & Conditions of Sale, Shipping & Delivery Policy and Privacy Policy.