At Patisserie Land, we take pride in the quality and freshness of every item we make. This policy explains when refunds, replacements, or exchanges apply, and how to request one.
Our Products Are Fresh & Perishable
Because our sweets and pastries are handmade to order and perishable, we’re unable to accept returns of products once they’ve been delivered, except in the situations below. This is standard practice for fresh food retailers and is reflected in our [Terms of Service].
When You’re Entitled to a Refund or Replacement
We will offer a full refund, replacement, or partial refund (at our discretion) if:
- Your order arrives damaged in transit
- Your order arrives incorrect (wrong items, missing items)
- Your order arrives not as described on the product page
- Your order fails to arrive within a reasonable time of the estimated delivery window (see our [Shipping Policy])
- There is a genuine quality issue with the product (e.g. spoiled, stale, or otherwise not fit for consumption)
How to Request a Refund or Replacement
- Contact us at info@patisserie-land.co.uk within 3 days of the delivery date
- Include your order number and a clear description of the issue
- Where possible, include a photo of the product and packaging, this helps us investigate and resolve things faster, especially for damaged or incorrect items
- We’ll respond within 2 business days with a resolution: replacement, partial refund, or full refund
Allergen or Ingredient Concerns
If you believe you’ve received a product that doesn’t match its listed ingredients, or you’ve had an allergic reaction, please contact us immediately at [support email] with details. Ingredient accuracy is something we take seriously, see our [Terms of Service] for our allergen handling disclosure.
Order Cancellations Before Dispatch
If you need to cancel an order, contact us as soon as possible at info@patisserie-land.co.uk. Because items are often prepared shortly after ordering, we can only guarantee a full refund if your order hasn’t yet entered production, once preparation has started, we may not be able to cancel or may only be able to offer a partial refund. We’ll always let you know your options if you reach out.
Refund Processing
Approved refunds are processed back to your original payment method within [5–10] business days. Please note it may take additional time for the refund to appear on your bank or card statement, depending on your provider.
Gift Orders
If you received a Patisserie Land order as a gift and there’s an issue with it, please have the order number (usually found on the packing slip or confirmation email) ready when contacting us, and we’ll do our best to assist even if you’re not the original purchaser.
Non-Refundable Situations
We’re unable to offer refunds for:
- Change of mind after an order has been prepared or dispatched
- Delays caused by an incorrect delivery address provided by the customer
- Products stored incorrectly after delivery (e.g. left unrefrigerated beyond the recommended time, see your order confirmation and our [Shipping Policy])
Questions?
We want you to be happy with your order. If anything isn’t right, get in touch via our [Contact Us] page or email info@patisserie-land.co.uk we’ll do our best to make it right.
Last updated: 22nd August 2026