Refund policy

Refund & Returns Policy

Overview

Due to the perishable nature of our products, we are unable to accept returns.

All products sold by Vida Bakery are freshly baked and made to order. For this reason, once an order has been dispatched, it cannot be returned or exchanged.

However, if there is an issue with your order, we will always do our best to resolve it.

Damaged or Incorrect Orders

If your order arrives damaged, incomplete, or incorrect, please contact us within 24 hours of delivery.

To help us investigate the issue, please include:

  1. your order number
  2. a description of the issue
  3. clear photographs of the product and packaging

Please send this information to:

orders@vidabakery.co.uk

Once reviewed, we may offer one of the following solutions at our discretion:

  1. a replacement product
  2. store credit
  3. a partial or full refund

Courier Damage

All orders are carefully packaged before leaving our kitchen.

In rare cases, parcels may be mishandled during transit by the courier. If this happens, please contact us within 24 hours of delivery with photos of the damaged product and packaging so we can investigate the issue with the courier.

Delivery Delays

While we aim to dispatch orders on the selected date, delivery is handled by third-party courier services.

Occasionally delays may occur due to factors outside our control such as:

  1. courier operational issues
  2. weather conditions
  3. transport disruptions
  4. peak seasonal demand

Refunds will not be issued solely due to courier delays unless the parcel is confirmed lost by the courier.

Order Cancellations

Because our products are freshly prepared, orders cannot be cancelled or modified within 48 hours of the selected dispatch date.

If you need to cancel or amend your order before this time, please contact us as soon as possible at:

orders@vidabakery.co.uk

Incorrect Delivery Information

Customers are responsible for providing accurate delivery details.

Vida Bakery cannot be held responsible for delivery issues caused by:

  1. incorrect address information
  2. failed delivery attempts
  3. restricted access to the delivery location
  4. failing to include an email address to receive tracking information

If a parcel is returned to us due to incorrect information, a redelivery fee may apply.

Non-Refundable Situations

Refunds will not be issued for:

  1. orders where delivery was attempted but the recipient was unavailable
  2. incorrect address provided by the customer
  3. dissatisfaction based on personal taste preferences
  4. minor cosmetic variations in handmade products

Lost Parcels

If a parcel is confirmed lost by the courier, we will offer either:

  1. a replacement order, or
  2. a full refund

Contact

For any refund requests or order issues, please contact us at:

orders@vidabakery.co.uk