T&C's
Contents
- 1) Allergens
- 2) Shipping
- 3) Shelf Life
- 4) Cancelling Your Order Before Delivery
- 5) Refund Requests After Delivery
- 6) Delayed or Undelivered Orders
- 7) General Terms
- 8) Privacy & Data
- 9) Force Majeure
1) Allergens
All products are prepared in a kitchen that handles gluten, eggs, dairy, nuts, peanuts, and soya. While reasonable measures are taken to minimise cross‑contamination, no guarantee can be provided that any product is free from trace allergens.
2) Shipping
Orders are dispatched using Royal Mail Tracked 24. Approximately 95% of parcels arrive on the expected delivery date; however, this service is not guaranteed. Orders intended for next‑day dispatch must be placed by 7pm.
Responsibility for the parcel transfers to the customer once the order has left the bakery. Delays caused by Royal Mail or local operational issues fall outside the Company’s control and do not constitute grounds for compensation.
3) Shelf Life
Products are best consumed within 5 days of arrival. Items must be refrigerated prior to unpacking and stored in the refrigerator thereafter. For optimal quality, remove from refrigeration 30 minutes before consumption.
4) Cancelling Your Order Before Delivery
All products are handmade to order and may require advance preparation, ingredient procurement, and allocated production time. Under the Consumer Contracts Regulations 2013, made‑to‑order food items are exempt from cancellation rights.
Where ingredients have not yet been purchased and production has not commenced, the Company may, at its sole discretion, permit cancellation under the following terms:
Cancellations made five days or more before the selected delivery date
A refund will be issued for the order value, less a £4 administration fee and any reasonable costs already incurred.
Cancellations made less than five days before the selected delivery date
Refunds are not ordinarily provided. In exceptional circumstances, store credit may be issued at the Company’s discretion, reduced by a £4 administration fee and any costs incurred, including ingredient costs, preparation time, and loss of production capacity.
5) Refund Requests After Delivery
As products are perishable food items, the Consumer Contracts Regulations 2013 do not require refunds once orders have been baked and dispatched. Refunds may be considered only where goods arrive damaged or incorrect.
Refunds will not be issued for circumstances including, but not limited to: incorrect delivery information provided at checkout, parcels deemed undeliverable by Royal Mail, or delays occurring after dispatch. All refund requests must be submitted within 24 hours of delivery.
Initial Contact
Customers must notify the Company of any issues within 24 hours of delivery by emailing info@thorpesbakery.co.uk. The following information is required:
- Order number
- Clear photographs of the packaging and product
- A concise description of the issue
Assessment
All submissions will be reviewed, and additional information may be requested. The Company will determine whether the order qualifies for a refund, replacement, partial refund, or discount code.
Minor cosmetic imperfections, including those arising during transit, do not constitute grounds for refund. Variations in appearance are inherent to handmade products and do not affect quality or suitability for consumption.
Returning the Product (If Eligible)
Where a return is required, the product must be received and inspected before any refund or replacement is issued.
Returns must meet the following conditions:
- Returned via Royal Mail 24‑Hour Tracked
- Returned in the original packaging
- Return postage costs are the responsibility of the customer
Once the return has been inspected, the agreed remedy will be issued. Refunds are processed minus the original delivery charge and a £4 administration fee.
Processing Time
Approved refunds will be issued to the original payment method. Please allow 7–10 business days for the refund to appear, subject to your bank or card provider.
6) Delayed or Undelivered Orders
Royal Mail Tracked 24 is not a guaranteed next‑day service. In the event of a delay, customers are required to allow an additional 3 working days for delivery before a replacement is considered. Delays may occur during peak periods or due to Royal Mail operational issues and do not constitute grounds for compensation.
7) General Terms
These Terms and Conditions govern all orders placed with the Company. By placing an order, the customer agrees to be bound by these Terms in full.
These Terms shall be governed by and interpreted in accordance with the laws of England and Wales. Any disputes arising in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.
To the fullest extent permitted by law, the Company shall not be liable for any indirect, incidental, or consequential loss, including loss of profits, arising from the purchase, delivery, or consumption of our products. The Company’s total liability shall not exceed the value of the order in question.
For clarity, the following definitions apply: “Company” refers to Thorpe’s Bakery; “Customer” refers to the individual placing the order; “Products” refers to all baked goods supplied by the Company; “Dispatch” refers to the point at which the parcel is handed to Royal Mail.
8) Privacy & Data
The Company collects and processes personal data solely for the purpose of fulfilling orders, providing customer support, and operating the website. Personal data may include the customer’s name, address, email address, payment information, and order history.
All personal data is handled in accordance with UK GDPR and the Data Protection Act 2018. Customer information is never sold or shared with third parties except where necessary to fulfil an order, such as payment processors or delivery providers.
For full details on how personal data is collected, stored, and used, customers should refer to the Company’s Privacy Policy, available on our website.
9) Force Majeure
The Company shall not be held liable for any failure or delay in performing its obligations where such failure or delay results from circumstances beyond its reasonable control. These circumstances may include, but are not limited to, postal strikes, severe weather, supply chain disruption, illness, power outages, natural disasters, or any other event classified as force majeure.
In such circumstances, the Company reserves the right to suspend, delay, or cancel the affected order without liability. Customers will be notified as soon as reasonably practicable should such an event occur.