Cancellation Policy
Last Updated: March 2026
Important: Perishable Goods
Our cookies are baked fresh to order and classified as perishable goods under the UK Consumer Contracts Regulations 2013. This means that the standard 14-day cooling-off period does not apply once your order has been baked.
Your Cancellation Rights
Before Baking Starts (Full Refund)
Timeframe: Within 2-4 hours of placing your order
You can cancel your order free of charge at any time before we start baking your cookies. Typically, baking begins within 2-4 hours of order confirmation (or the next working day if ordered outside business hours).
How to cancel: Contact us immediately at info@ndough.co.uk. Include your order number in your cancellation request.
Refund: Full refund processed to your original payment method within 1-2 business days.
After Baking Starts (No Cancellation)
Timeframe: Once baking has commenced
Once we've started baking your cookies, we cannot accept cancellations or provide refunds as the ingredients and labour have been used. All sales are final at this point.
If there's a genuine issue, please contact us at info@ndough.co.uk and we will do our best to help on a case-by-case basis.
After Dispatch (No Cancellation)
Timeframe: Once your order is with the courier
Once your cookies are dispatched and with our courier, cancellation is not possible. You may be able to refuse delivery if the courier hasn't left the package yet — contact the courier directly using your tracking number.
If you refuse delivery or the courier returns the order to us, we cannot offer a refundas the cookies are perishable and cannot be resold.
Modifying Your Order
Before Baking
You can modify your order (change flavours, quantities, delivery address) before baking starts. Contact us immediately at info@ndough.co.uk.
After Baking / During Transit
Once baking has started, we cannot modify flavours or quantities. However, if your order hasn't been dispatched yet, we may be able to update the delivery address. Contact us urgently.
If your order is already in transit, you'll need to contact the courier directly using your tracking number to request a delivery address change (subject to courier policy).
When We Cancel Your Order
In rare circumstances, we may need to cancel your order. This can happen due to:
- Ingredient supply issues or shortages
- Equipment failure preventing us from baking
- Extreme weather affecting delivery services
- Incorrect pricing or product description errors
- Payment authorisation failure
If we cancel your order, we will notify you via email and provide a full refund to your original payment method within 1-2 business days.
Delivery Issues
If your order doesn't arrive or arrives damaged, please see our Returns & Refunds policy for full details on how we will do our best to rectify the situation.
UK Consumer Rights
Under the UK Consumer Contracts Regulations 2013:
- The standard 14-day cooling-off period does not apply to perishable goods
- You cannot return perishable food items for a refund (unless there's a quality issue)
- This is a legal exemption, not a company policy
Your statutory rights under the Consumer Rights Act 2015 remain unaffected. If your cookies are faulty, not as described, or unfit for purpose, you are entitled to a remedy.
Need to Cancel?
Time is critical — contact us immediately and include your order number:
Email: info@ndough.co.uk
We're here to help and will do our best to accommodate your needs where possible.