Returns & Refunds

We always want you to love your bakes. If something has gone wrong with your order, please contact us and we will do our best to help.

Because our products are freshly baked and perishable, they are not eligible for the usual 14 day return period that applies to some non-perishable online purchases.

Can I return my order?

As our products are freshly baked and perishable, we do not accept returns if you have simply changed your mind.

If there is a problem with your order, please email us at hello@purebakes.uk
within 24 hours of delivery so that we can review the issue and help where appropriate.

What is your refund policy?

Due to the perishable nature of our products, we do not offer refunds for change of mind.
However, if your order arrives damaged, incorrect, or not as described, please contact us within 24 hours of delivery with your order details and clear photographs where possible.
Each case is reviewed individually. Where appropriate, we may offer a replacement, store credit, partial refund or full refund, depending on the issue.
We are unable to consider claims reported after this timeframe, unless required otherwise by law.

What if my package arrives damaged?

All of our postal bakes are freshly prepared and carefully packaged to help them arrive in great condition.
However, once in transit, parcels are handled by the courier and minor cosmetic movement or marking can occasionally happen.
Minor cosmetic damage that does not affect the quality, taste or safety of the product does not automatically qualify for a refund or replacement. If your order arrives with significant damage, please email us within 24 hours of delivery and include clear photographs of both the packaging and the items. As a small business, we truly appreciate your patience and understanding 💚

What should I do If I receive the wrong Item?

We take great care when packing every order, but mistakes can occasionally happen.
If you believe you have received the wrong item, please contact us within 24 hours of delivery with your order number and photographs where possible. We will review the issue and work with you to resolve it as quickly as possible.

What should I do If I'm not happy with my order?

If you are unhappy with your order for any reason, please contact us at hello@purebakes.uk within 24 hours of delivery so we can review the issue.
Please keep the products and packaging until we have responded, as we may ask for photographs to help us assess the problem. We do not generally require perishable items to be returned. This policy does not affect your statutory rights.