Refunds, Cancellations & Complaints Policy

Our brownies are freshly baked to order for our weekly Thursday deliveries. Because we plan our ingredients, baking and packaging in advance, 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 Thursday delivery close at 12 noon on the Wednesday eight days before delivery.

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 with your order number.

Once the order deadline has passed, your order has been committed to our production schedule and we cannot normally offer cancellations, amendments or change-of-mind refunds.

This does not affect your 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.

Once an order has entered our production schedule, been baked or been dispatched, we cannot accept a return or offer a refund simply because you have changed your mind.

If There Is a Problem With Your Brownies

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,

please contact us as soon as possible.

Where possible, please let us know within 48 hours of delivery. This helps us investigate problems with fresh products 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.
3. Clear photographs of the brownies and packaging, where relevant.

Please keep the product and packaging until we have responded, as we may need further information to investigate what has happened.

Delayed, Lost or Damaged Deliveries

We use DPD to deliver our brownie orders.

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

Depending on the circumstances, an appropriate resolution may include:

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

Please do not feel that you need to resolve a lost or damaged parcel directly with DPD before contacting us.

Delivery on the Selected Thursday

We dispatch orders with DPD on Wednesday for delivery on your selected Thursday.

Occasionally circumstances outside our reasonable control, including courier disruption or severe weather, may affect delivery.

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

Where delivery on the agreed date is essential, for example, where you have told us that the brownies are required for a particular event, please make this clear when ordering or contact us before placing your order.

Incorrect Delivery Details

Customers are responsible for checking that the delivery address and contact details entered at checkout are complete and accurate.

If you notice an error, please contact us as quickly as possible.

We will always try to help, but once an order has been 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 offer a refund for the brownies or original delivery charge.

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

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 or circumstances outside our reasonable control.

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

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

You are not obliged 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.

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, we may offer an appropriate replacement or partial refund.

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

Delivery Charges

Whether the delivery charge is refunded will depend on the reason for the refund.

For example:

• Cancellation before our weekly order deadline: delivery charge refunded.
• Bramber Bakehouse cancels the order: delivery charge refunded.
• Order lost or materially damaged in transit: delivery charge refunded where appropriate.
• Only part of an otherwise successfully delivered order is affected: we will consider 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 drop and are best enjoyed within 7 days.

Please follow the storage instructions supplied with your order.

We cannot accept responsibility for deterioration caused by the brownies being stored contrary to the instructions provided after delivery.

Complaints

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

Please email:

Bramber Bakehouse
sales@bramberbakehouse.co.uk

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