Refund policy

Returns & Refunds Policy

Last Updated: November 2026

At Cooplands, we want you to be happy with your purchase. This policy explains your rights, how to return eligible products, and how refunds are processed.

Contact Details

If you have any questions regarding your order or a return, please contact us:

Email: customerservice@cooplands-bakery.co.uk

VAT Registration Number: GB 513469688

 

Before You Place Your Order

When placing an order on our website:

  • Products can be added to your basket and reviewed before checkout.
  • Customers can amend quantities, remove items, or make changes before payment.
  • The full order value is displayed before payment is taken.
  • Collection details, including your chosen collection location and collection date, are displayed during checkout.
  • Orders are paid for at the time they are placed using the payment methods shown at checkout.
  • Any product options or personalisation charges are displayed before purchase and require active customer selection.
  • Promotional offers are clearly displayed and accurately describe the products included (for example, "4 Jam and Lemon Tarts for £4").
  • Orders are for a single transaction. No minimum contract term applies.
  • Our website, customer service and contractual information are currently available in English only.

Ordering Process

  1. Select your products.
  2. Add products to your basket.
  3. Review and amend your basket if required.
  4. Proceed to checkout.
  5. Select your collection location and collection date.
  6. Review your order summary and total price.
  7. Complete payment using the available payment method.
  8. Receive your order confirmation by email.

A confirmation email will be sent once your order has been successfully placed. This email contains details of your order and may be retained for your records.

Collection Orders

All online orders are for customer collection only unless otherwise stated.

No delivery charges apply to standard collection orders.

Cancellation Rights

Certain products sold online may be exempt from cancellation rights under consumer legislation, including:

  • Fresh bakery products
  • Perishable food items
  • Goods made to a customer's specification or clearly personalised

Where cancellation rights apply, customers may cancel within 14 days of receiving the goods and return them in accordance with this policy.

Non Perishable items sold between 1st December and the 24th December 2026 may be returned up to and including 7th January 2027.

Returns Eligibility

Returned items must:

  • Be returned within 14 days of notifying us of the return.
  • Be unused and in a resaleable condition.
  • Be returned with original packaging where reasonably possible.
  • Not be damaged due to customer misuse.

We reserve the right to refuse a refund or make a deduction from the refund where returned items have been handled beyond what is reasonably necessary to inspect them.

Examples include:

  • Strong perfume or smoke odours.
  • Excessive makeup staining.
  • Damage caused after delivery.
  • Missing components or packaging reducing resale value.

Where a return is declined, we will provide a clear explanation.

How to Return an Item

Step 1 - Start Your Return

Visit our Returns page and complete the returns request.

Step 2 - Download and Complete the Returns Form

Customers must download and print the returns form and indicate:

  • Item(s) being returned.
  • Reason for return.

Available reason codes:

  1. Fit - Too Small / Too Large
  2. Change of Mind
  3. Not as Described

Step 3 - Package Your Return

Pack the item securely in its original packaging where possible.

Step 4 - Send Your Return

Return the item to:

Cooplands - Warehouse Returns
Caxton Way
Eastfield
YO11 3YT

Step 5 - Refund Processing

Once received, returned goods will be inspected.

Approved refunds will be processed within 14 days of receipt of the returned goods at our warehouse.

Refunds will be made to the original payment method used when placing the order.

Return Postage Costs

Unless an item is faulty, damaged, or incorrectly supplied, customers are responsible for the cost of returning goods.

The customer is responsible for arranging and paying for return postage.

If an item is returned because it is faulty, damaged, or not as described, Cooplands will reimburse reasonable return postage costs where applicable.

Faulty, Damaged or Incorrect Goods

If you receive goods that are:

  • Faulty
  • Damaged
  • Not as described
  • Incorrectly supplied

Please contact us as soon as possible at:

customerservice@cooplands-bakery.co.uk

We will work with you to resolve the issue and provide an appropriate remedy in accordance with your statutory rights.

Languages

Our website and customer service are currently provided in English.

Terms & Conditions

Our Terms & Conditions and Returns Policy are available on our website and can be viewed, downloaded, saved, and printed for future reference.