Cancellations & Refunds
Introduction
All our brownies and treats are freshly made to order. This policy sets out how and when orders can be cancelled, and the circumstances under which refunds may be issued. It is designed in accordance with the UK Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.
Cancelling an Order
Orders may be cancelled within 24 hours of placing if production or dispatch has not yet begun. To request cancellation, please email hello@lucysbakehouse.co.uk with your order number and the subject line “Order Cancellation Request”.
Once your order has entered the baking or packaging stage, cancellation is no longer possible due to the perishable and fresh, baked-to-order nature of our products.
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Weddings/Events/Trade bookings may be cancelled at any time, but will not be eligible for a refund if less than 7 days notice of the agreed or event date has been given. When more than 7 days notice is given, partial or full refunds may be considered depending on where in the processing timeframe the booking is. If supply-sourcing, baking, staffing, packing has begun there cannot be a full refund. Each event cancellation is considered on an individual basis.
Refund Eligibility
Refunds or replacements will only be offered in the following cases:
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The product arrives damaged or in an unsatisfactory condition and reported within 24 hours of delivery with supporting photos.
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The wrong item was sent in error.
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We are unable to fulfil your order due to unforeseen circumstances such as ingredient shortages or production issues.
Refunds will not be provided for:
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Cancellations to Wedding/Events/Trade orders less than 7 days before agreed date.
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Change of mind or taste preference.
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Delays caused by courier services or incorrect details supplied by the customer.
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Products that have been consumed, partially eaten, or mishandled after delivery.
Requesting a Refund
To request a refund, please email hello@lucysbakehouse.co.uk within 24 hours of receiving your order, including:
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Full name and order number
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Description of the issue
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Photographs
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Each claim is assessed individually. If eligible, the refund will be processed to your original payment method within 5–10 working days.
Late or Missing Refunds
If you haven’t received your refund after 10 working days, first check with your bank or card provider. If you’ve done this and still haven’t received it, please contact us at hello@lucysbakehouse.co.uk and we’ll assist you further.
Our Right to Cancel
In rare cases, we may need to cancel or postpone an order due to unavailable stock, unforeseen kitchen closures, staff sickness, or technical errors. If this occurs, we’ll notify you promptly and issue a full refund.
Your Legal Rights
Nothing in this policy affects your statutory rights under UK consumer law.
Contact us
For all refund or cancellation queries, please email hello@lucysbakehouse.co.uk