Refund policy

📦 Returns & Refunds Policy

🥟 Food Products (Hot & Frozen Buns)

Due to food safety and hygiene regulations, we do not accept returns or exchanges for food products (including fresh hot buns and frozen buns) based on change of mind or taste preference.

However, we are committed to customer satisfaction and will offer a refund, replacement, or store credit where appropriate if any of the following issues occur:

  • The product has a verified quality issue;

  • The order was incorrect or incomplete;

  • The items were damaged during transit;

  • Frozen buns arrived not properly frozen.

📩 How to Contact Us

Please contact us by email at contact@yumyumbao.co.uk within the applicable timeframe below and include:

  • Your order number;

  • A clear description of the issue;

  • Clear photos or videos showing the product, packaging, insulation/ice packs, and shipping label.

Providing sufficient evidence helps us resolve issues quickly and fairly.

⏰ Reporting Deadlines

To ensure food safety and timely investigation, issues must be reported within the following timeframes:

  • Fresh hot buns (collection or local delivery):
    within 24 hours of receiving the order.

  • Frozen buns (courier delivery):

    • If items arrive thawed or not fully frozen: within 12 hours of delivery.

    • Other issues (incorrect, missing, or damaged items): within 48 hours of delivery.

⚠️ Reports submitted after these timeframes may limit our ability to offer compensation. However, we will still review each case on its merits where clear evidence is provided.

🔄 Resolution Options

Once the issue has been reviewed and confirmed, one of the following resolutions will be offered, at our discretion and in consultation with you:

  • A refund to the original payment method;

  • A free replacement;

  • Store credit for future purchases.

⚠️ Important Notes

The following situations are not covered by this policy:

  • Issues caused by improper storage or handling after delivery
    (e.g. not freezing frozen products promptly, incorrect reheating);

  • Normal variations in handmade food products;

  • Minor delays that do not affect product safety or quality.

🚫 Non-Returnable Situations

For clarity, we do not accept returns or refunds for:

  • Change of mind or taste preference;

  • Opened or partially consumed food, unless a defect existed prior to opening;

  • Quality issues resulting from failure to follow storage or heating instructions.

🌍 UK & EU 14-Day Cooling-Off Period

Under UK and EU consumer law, customers normally have a 14-day right to cancel online purchases.
However, perishable food items are exempt from this right.

Accordingly, refunds or replacements for food products are only offered in cases of quality issues, damage, or delivery errors as outlined above.

💳 Refund Process

Once your claim has been reviewed and approved, we will notify you by email.

  • Approved refunds are usually processed within 10 business days to the original payment method.

  • Processing times may vary depending on your bank or card provider.

If you have not received your refund within 15 business days of approval, please contact us at contact@yumyumbao.co.uk.

🚚 Delivery Exceptions

  • Incorrect or incomplete delivery information:
    If delivery issues, delays, or spoilage occur due to incorrect address details provided by the customer, refunds may not be applicable.

  • Lost or severely delayed parcels:
    Please contact us as soon as possible. We will investigate with the courier and, where appropriate, arrange a replacement or refund.

⚖️ Legal Notice

This policy does not affect your statutory consumer rights under UK law.

Our goal is to ensure every customer receives safe, delicious, and reliable buns, and we will always aim to resolve issues fairly and transparently.