Returns, Refunds and Cancellations Policy

Last updated: 3 August 2026

At Scandal Bakes, trading as Scandal NY Cookies, we take great pride in the quality and freshness of our baked goods. As our products are freshly prepared, made to order and perishable, different rules apply compared with standard non-perishable retail products.

1. Perishable Goods and Change of Mind

Our baked goods are perishable and are therefore excluded from the standard 14-day cooling-off period that normally applies to online purchases.

We cannot accept returns, exchanges or provide refunds simply because you have changed your mind, ordered the wrong flavour or no longer require the order.

This does not affect your statutory rights where products are faulty, damaged, unsafe or not as described.

2. Damaged, Incorrect or Faulty Products

If your order arrives damaged, contains incorrect items, is not as described or you believe its quality or safety has been compromised, please contact us as soon as reasonably possible, preferably within 24 hours of delivery or collection. This requested timeframe helps us investigate issues involving fresh products but does not affect your statutory rights.

Please email info@scandalbakes.com and include:

• Your order number

• A clear description of the problem

• Photographs of the affected products and packaging, where reasonably possible

Please do not consume any product that you believe may be unsafe.

Once we have reviewed the issue, we will provide an appropriate remedy in accordance with your statutory rights. Depending on the circumstances, this may include a replacement, partial refund or full refund. Store credit may also be offered, but only with your agreement.

Taste and texture can be subjective. We cannot provide a refund solely because you do not personally like a flavour or texture, provided that the product is safe, of satisfactory quality, matches its description and is not faulty.

3. Order Cancellations and Changes

Orders may be cancelled for a full refund when the cancellation request is received at least 72 hours before the selected fulfilment date.

The selected fulfilment date means:

• The chosen collection or local delivery date; or

• The chosen dispatch date for Royal Mail postal orders

Cancellation or major order changes requested less than 72 hours before the selected fulfilment date may not be accepted because ingredients, production time and packaging may already have been allocated to the order.

Once preparation, baking or packaging has begun, we cannot provide a refund for a change of mind.

If we need to cancel your order for any reason, you will receive a full refund.

4. Uncollected Orders

Orders selected for collection from Al Forno Restaurant will be held for a maximum of 24 hours after the selected collection date.

Please contact us as soon as possible if you cannot collect your order as arranged. We may be able to agree to an alternative collection time, but this cannot be guaranteed.

Due to food freshness and safety requirements, orders that remain uncollected after 24 hours may be disposed of and will not be refunded.

5. Delayed, Damaged or Missing Deliveries

Courier delivery times are estimates unless we have expressly agreed a guaranteed delivery date with you.

If your order has not arrived within the expected delivery window, please check the tracking information and contact us at info@scandalbakes.com.

Your order remains our responsibility until it has been delivered to you or to a person you have nominated to receive it. If a parcel is confirmed as lost, damaged in transit or arrives in a condition that is no longer satisfactory, we will provide an appropriate replacement or refund in accordance with your statutory rights.

We are not responsible for delays or failed deliveries caused by an incorrect or incomplete delivery address supplied by the customer. Additional charges may apply if a replacement order or redelivery is requested in these circumstances.

6. Refund Processing

Approved refunds will be returned to the original payment method unless you expressly agree to another method.

Refunds will be processed without undue delay and no later than 14 days after we have agreed that a refund is due.

After the refund has been processed, your bank or card provider may take approximately 3–5 business days to display the funds in your account.

7. Statutory Rights

Nothing in this policy is intended to exclude or limit any rights you have under UK consumer law.

Contact Us

For questions, cancellations or problems with an order, please contact:

Email: info@scandalbakes.com
Business: Scandal Bakes, trading as Scandal NY Cookies