Refund policy
This policy matches our terms and conditions at https://maaibakehouse.co.uk/terms and does not replace them.
No returns
Our bakes are perishable and made to order, so the 14 day right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 does not apply to them, and we cannot accept returns.
Changing or cancelling an order
If you need to change or cancel an order, email us as soon as possible. We will do our best to help, but once an order has been baked it cannot be cancelled.
For the monthly box, you can skip a month, pause or cancel at any time, free of charge, from your account at account.maaibakehouse.co.uk. Changes made before your next billing date apply to that month's box. Once a month's box has been charged, it is baked for you and cannot be cancelled.
If something is wrong with your order
Our bakes are made by hand and sent by post, so a little movement on the way is normal: a few crumbs, a cracked top or a topping that has shifted. This does not change how they taste and does not count as damage. If your order arrives damaged, is incorrect or is not of the standard you expect, email hello@maaibakehouse.co.uk within 24 hours of delivery with your order number and a photo. We will arrange a replacement or a refund. This does not limit your legal rights if the goods are faulty.
If we cannot fulfil your order or a price is wrong
- If we cannot fulfil your order, for example because a dispatch date is no longer available or an ingredient cannot be sourced, we will tell you and refund any payment in full.
- If a product is listed at a price that is clearly wrong, we will contact you before dispatch. You can then confirm the order at the correct price or cancel it for a full refund.
When we may not be able to help
- Because our bakes are perishable, we may not be able to replace or refund an order that cannot be delivered because the address given was incorrect or incomplete.
- How to store each box, and how long it keeps, is on its product page. We are not responsible for bakes that deteriorate because they were not stored as directed or were kept beyond those times.
Your legal rights
Nothing in this policy affects your legal rights as a consumer, including your rights under the Consumer Rights Act 2015.
Contact
Email hello@maaibakehouse.co.uk with your order number. We aim to reply within two working days.