Ordering and Refund Policy

Allergens used in bakery-

• Nuts and Nut Products
• Eggs and Egg products
• Milk and Dairy
• Wheat(Gluten)
• Peanuts and Peanut products
• Soya Products
• Coconut 

We aim to accommodate whenever we can with all allergens however, because we are a small kitchen, we cannot 100% guarantee any of our products are free from contamination and so all of our products MAY CONTAIN any of the allergens listed above. 

If you wish for any more clarification on this please feel free to get in Contact with us. We want to make sure any person who is interested in ordering feels safe and ensured about consuming our products. 

Ordering and Payments-

• For small orders, eg(2 or less boxes), we will require Full Payment before we have begun preparation of the order.
• For Large orders, eg(3 or more boxes), we will require a 50% non-refundable deposit before we have begun preparation of the order
• You will be sent an invoice with the full details of your order with all prices included.
• We recommend you order at least 3 days before your desired delivery date. We can not guarantee we will be able to fulfil your order if you order beyond this time as we are a small kitchen with limited staff.   
• Orders can be made for next day, for delivery or collection, but must be placed and paid for before 8pm and will have an extra charge included(charge price may vary depending on order). Warning- Can not guarantee that we will still be able to make this order on short notice.
• We don't do same day orders for any reason.
• When you collect or receive your order, you will be required to sign and accept your order before you are given your order. By signing this you will accept the product and take full ownership of the product and so any damage that might be done to the product after signing is your responsibility.
• We reserve the right to use photographs of orders we prepare on our website, blog and social channels. Your personal info will not be used.    
• If you wish to amend your order once your order is confirmed, any changes would have to be made at least 2 days before your collection/delivery date. After this time unfortunately we can’t make any changes to the order. 

Deliveries-

• We only deliver to customers within a 12 mile radius of the SS9 postcode. Any further will require collection of products. If you are unsure if you are eligible for delivery, please contact us.
• All deliveries will add an additional cost of £3 to your order.

Returns, Refunds and Cancellations-

• We do not accept returns for any product. This is because they are perishable products and cannot be reused.
• You must cancel your order at least 2 days before your collection/delivery date to get a full refund. Cancelling any later will only get you a partial refund of 25%.  
• If you are not completely satisfied with your goods, please contact us within the first 24 hours of Accepting your Order. Please provide us details of the issues and provide photos if applicable (you may be asked to bring back products to be evaluated). We will investigate and conclude if you are eligible for a refund or replacement. Please note, contacting us after 24 hours about any issue will not result in a full refund. However, you may still be eligible for partial refund. 
• Examples eligible for full refund include; Incorrect product provided, Damage to product by us, Quality of product completely not up to standards.       
• Cake flavour and texture is subjective. Refunds relating to flavour or texture will not be honoured unless the product is brought back for evaluation within 24 hours of accepting your order. If the quality does not meet our standards, you will be eligible for a refund. Quality determination is solely at the discretion of Blue Penguin Bakery. 
• Please understand that we cannot issue refunds for cakes that have already been completely eaten. Refund amounts are up for discretion depending on how quickly the cake is returned for inspection, how much has already been consumed, and what we determine the quality to be.
• If you come to collect or if upon delivery the product does not meet your expectations, we will give you a refund (minus 25% handling/cancellation fee). NOTE: If we give you a refund, you CANNOT keep the product. You can only get the refund if you refuse to “Accept” the product. We will NOT negotiate a partial refund if you keep the product. This is a “take it, or leave it” policy. We are not responsible for any expense you may incur for replacing our product
• We do not give refunds under any other circumstances. 
• Refunds are only given within 7 days.    

Hire Agreement-

• You agree to pay us (the asked Price) for the use of one of our Afternoon Tea stands.
• Once given to you, you have 3 days after the date of Afternoon tea, to return the stand or have it collected at an agreed upon time.
• Once returned or collected and after an inspection to check for Damage is done, you will get the Full Refund of (the asked Price)
• If the stand is Damaged, then you will not be eligible for a Refund for (the asked Price)  Damage determination is solely at the discretion of Blue Penguin Bakery.
• If stand is not returned within the 3 days, you may not be eligible for a Full Refund for (the asked Price) and only a Partial Refund
• When you hire one of our stands and are given the stand in person, you agree to take full responsibility of the stand and its well being.
• Once the stand is used, Please do not wash the stand or put in a dishwasher. Please just remove food debris and wipe it with antibacterial spray and put it back in the box.