Refund policy

Refund Policy

Returns (Non-Perishables Only)

You have 14 days from receiving your item to return it.

To qualify:

  • Item must not be perishable

  • Item must be unused, in original condition and packaging

  • Proof of purchase required

How to return:

  1. Email yesyoucan@herobakes.co.uk to request a return

  2. Include your packing slip or a note with your name + order number

  3. Use a tracked service and keep proof of postage

  4. Send returns to:
    Hero Bakes, Green Lane Farm, Green Lane, GU9 9JL
    (Return postage is your responsibility.)

Refunds

Once your return is received and inspected, we’ll update you on the status.
If approved, refunds are issued to your original payment method within 14 days.
Your bank may take additional time to process it.

Perishables (Baked Goods)

Baked goods are perishable and non-returnable.

Important notes:

  1. Late delivery (but still within shelf life) is not eligible for refunds.
    Royal Mail 24hr is not a guaranteed service.

  2. No refund if the order arrives spoiled due to:

    • You delaying the delivery with the courier

    • Not collecting from a pickup point in time

    • Changing the delivery address/date

    • Missing the first delivery attempt

  3. Orders with incorrect or incomplete addresses provided by the customer cannot be refunded.

Non-Perishable Cancellation Rights

Consumers (not business customers) may cancel within 14 days of receiving the item.

Before returning:

  • Item must be unused

  • Food products must be unopened

  • Other items may be opened but not used (ideally with original packaging)

To cancel, email yesyoucan@herobakes.co.uk.

Incorrect, Faulty or Damaged Items

If something’s wrong, email us as soon as possible with:

  • Photos

  • Description of the issue

  • Order number + address

We may request additional photos or ask you to return the item.
Return postage is initially your responsibility, but if your claim is approved, we refund this too.

Once inspected and accepted, we’ll refund the full amount (including original delivery costs) within 14 days.

We may deduct value if items were handled beyond what is reasonable.

Return Shipping

Return shipping costs are your responsibility unless the item is confirmed faulty or incorrect. Shipping costs are otherwise non-refundable.

Contact

Questions about returns? Just email us at yesyoucan@herobakes.co.uk