What is your refund and returns policy?
Our aim is to deliver all orders promptly and in perfect condition but note our products are made by hand and so despite methods to ensure the uniformity and consistency of the product there might be some slight variances in the final product.
In the unlikely event that there is a problem with your order, please follow the following guidelines:
– If the problem is the fault of No Guilt Bakes, we will either re-deliver or refund your purchased product, depending on your preference. Product will have to be returned. In this case let us know within 24 hours of order receipt. Pictures are helpful to understand what happened.We will get back to you within 24 hours.
– If there is a mistake submitted on the order form e.g. incorrect information, No Guilt Bakes cannot be held responsible for it. However, we will work with you to try and correct the issue.
– If you are unable to accept delivery of our goods on the original delivery date, we cannot accept liability for any deterioration in product quality due to any factors outside our control. We sell perishable foods and if a perishable item is returned to us marked as “undeliverable” we cannot offer a store credit. So please make sure you check your address and be sure to be able to receive your delivery (we offer a tracked service to make this easier). We've had several packets of cakes returned to us and and we don't want our NGB Angels to waste money!
Unfortunately, unlike items that have a crazy amount of artificial ingredients we stick to the premise that simple products made well and with good quality ingredients taste the best! For that reason storage is important so please do keep your products refrigerated once received.
If you are dissatisfied, even just a little bit, with any of the products or services provided by No Guilt Bakes we’d really like to know about it. You can send feedback, comments and questions to bakers@noguiltbakes.co.uk. We check our inbox regularly and respond to all the emails when they require a response. We also do pick up our phones when possible and are happy to discuss things as well. See our contact page for our phone number. If we don't pick up immediately we are likely baking or packing orders! but leave a message and we will get back to you within the week.
Last but not the least if you wish to cancel an order we will oblige you as long as it is not a custom made item, as we sell perishable goods, cancellations are not obligated however we understand things go wrong so will process your refund minus our processing fee of 5% per transaction.
