Refund policy

Butter & Crust Refund Policy

At Butter & Crust, we want every delivery to arrive as it should. If something goes wrong, please get in touch so we can investigate and put genuine problems right.

Reporting an issue

Please check your order when it arrives and notify us of any issues on the day of delivery by emailing support@butterandcrust.com. For a missing delivery, please contact us on the scheduled delivery day once your delivery window has passed.

Please include:

• Your order number, or other information that allows us to identify your purchase.
• A description of the issue and which items are affected.
• Where relevant and reasonably possible, clear photographs of the affected products, packaging and labels.

Prompt reporting helps us assess perishable products and investigate delivery issues accurately. If an issue only becomes apparent later, please contact us as soon as you discover it. A delay may make investigation more difficult, but does not automatically remove your statutory rights.

How we investigate

We assess each claim individually and fairly. We may review photographs, packing records, delivery photographs, delivery times and locations, driver information and relevant correspondence. We may also ask reasonable follow-up questions to understand what happened.

Submitting a claim does not automatically entitle you to a refund. Where our investigation establishes that your order was supplied correctly and delivered as agreed, and there is no other legal entitlement to a refund, we may decline the request. We will explain our decision, and you can ask us to reconsider it if you have additional information.

We may carry out additional checks where information is inconsistent or there is evidence of a false or duplicate claim. Previous claims alone will not prevent us from considering a genuine issue.

When we provide a refund

Where an item is missing, incorrect, damaged, spoiled on arrival or otherwise fails to meet the standards required by law, we will provide the refund or other remedy you are entitled to. Any replacement or credit offered instead of a refund to which you are entitled will require your agreement.

If only part of an order is affected, we will normally refund the affected items. If the issue affects the whole order, we will assess a refund of the whole order. We will also refund delivery charges where required by law.

These rights apply to discounted items as well as full-price purchases.

When a refund may not be available

Subject to your statutory rights, we do not offer refunds for:

• A change of mind about perishable food after delivery.
• Personal taste preferences where the products are of satisfactory quality and match their description.
• Problems caused solely by incorrect delivery details or instructions supplied by you, where we have followed those instructions and met our delivery obligations.
• Deterioration caused by inappropriate storage or handling after delivery, where the products were supplied in satisfactory condition and appropriate storage information was provided.

We remain responsible for meeting our obligations when we use a delivery partner.

No product returns

Please do not send products back to us. We do not require physical returns to assess a claim or issue a refund.

Where practical, take photographs before disposing of affected products. You do not need to keep food that may be unsafe, and the absence of photographs will not automatically invalidate a genuine claim.

Order cancellations

Please email support@butterandcrust.com as soon as possible if you wish to cancel an order.

For cancellations received after 11:59pm on Thursday, UK time, for the upcoming delivery, we do not offer change-of-mind refunds for freshly baked items. We will provide a full refund for all other items in the cancelled order.

The usual 14-day change-of-mind cancellation right does not apply to goods that are liable to deteriorate or expire rapidly, including our freshly baked perishable products. Where statutory cancellation rights apply to other products, we will honour them.

This cancellation policy does not affect your rights if an order is faulty, incorrect or not delivered as agreed.

Receiving your refund

We will confirm the outcome of your claim by email. Refunds will be made to your original payment method unless you expressly agree otherwise, without a refund fee.

We will issue your refund without undue delay and within 14 calendar days of agreeing that you are entitled to it. Your bank or card issuer may take additional time to display the payment. If you have not received your refund after that period, please contact support@butterandcrust.com.

Your statutory rights

Nothing in this policy excludes or limits your rights under UK consumer law. If you have a question or disagree with a decision, please contact support@butterandcrust.com so we can review your concerns.