Refund policy
This policy applies to all orders placed with us via our online store.
Perishable Goods (Food Items)
As our products are freshly baked, made to order, and perishable, we are unable to accept returns or cancellations once an order has been processed or dispatched.
In accordance with UK consumer law, the right to cancel does not apply to:
* Perishable goods (such as baked goods)
* Goods made to order or personalised items
Therefore, all food products are final sale and cannot be returned.
Non-Perishable Items
Where applicable, non-food items (such as merchandise) may be returned within 14 days of receipt, provided they are:
* Unused and in original condition
* In original packaging
* Accompanied by proof of purchase
To request a return, please contact: info@thekookeelab.com.
Once approved, return instructions will be provided. Items sent back without prior approval cannot be accepted.
Damages & Issues
Please inspect your order upon delivery. If your order arrives incorrect or there is a genuine issue (such as missing items), please contact us within 24 hours of receipt at info@thekookeelab.com, including your order number and clear photographs.
Due to the nature of postal delivery, cosmetic movement or slight damage (such as shifting of toppings or slight deformation) may occasionally occur during transit. This does not affect taste or quality.
We carefully package all orders to minimise risk, but we cannot accept responsibility for handling during courier transit once the parcel has been dispatched.
Refunds
If a refund is approved for a valid issue (e.g. incorrect or missing item), it will be processed to your original payment method within 10 business days. Processing times may vary depending on your bank.
If more than 15 business days have passed since approval, please contact us.
Exchanges
We do not offer direct exchanges. If you would like a different product, please place a new order.
Contact
For any questions regarding returns or issues, please contact us at: info@thekookeelab.com.