Refund policy

Refund & Cancellation Policy

Perishable Goods Policy Due to the perishable nature of our products (freshly baked baklava, cakes, and pastries), we do not accept returns. Unlike clothing or electronics, our products cannot be restocked or resold once they have left our bakery. For health, safety, and hygiene reasons, all sales of food items are final once delivered.

Damages and Quality Issues We take great pride in our baking and packing. However, we understand that issues can occasionally arise during transit.

Please inspect your order immediately upon reception. If your item is defective, damaged, or if you receive the wrong item, please contact us within 24 hours of delivery so that we can evaluate the issue and make it right.

How to Request a Refund or Replacement Do not send the food back to us. Instead, please email us at support@baklavaciuk.com with the following details:

  1. Your Order Number.

  2. A description of the issue (e.g., damaged box, incorrect item).

  3. Photographic evidence of the damage or issue.

We will review your claim and, if approved, we will offer a replacement (shipped fresh) or a refund to your original payment method.

Cancellations If you wish to cancel an order, you must contact us before your order has been prepared or dispatched.

  • Standard Orders: Please contact us immediately. If the order has already been baked or handed to the courier, we cannot offer a cancellation or refund. The best way to avoid this is to cancel 48 hours prior to the delivery/collection date.

  • Custom/Catering Orders: Large or custom orders may require 48 hours' notice for cancellation.

Refunds If a refund is approved based on the criteria above (damage/errors), you will be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at support@baklavaciuk.com.

Exceptions We cannot offer refunds for:

  • Items where the delivery failed because an incorrect address was provided by the customer.

  • Items that were not collected from a safe place or neighbor in a timely manner (leading to spoilage).

  • Personal taste preferences (e.g., "It wasn't sweet enough").