1. Perishable Goods Policy (No Returns)
Because our doughnuts are freshly baked, perishable food items, we cannot accept returns. For health and safety reasons, once a box of doughnuts has left our bakery or been delivered to your address, it cannot be returned or restocked.
2. Damaged or Incorrect Orders
We take great care in packaging your sweet treats to ensure they arrive perfectly. However, if your order arrives damaged, squashed in transit, or if you receive the incorrect items, please contact us immediately!
To resolve the issue quickly, please email us at stdonats@donuts.com within 24 hours of receiving your delivery. Please include your order number and a clear photograph of the damaged or incorrect items. We will happily arrange for a replacement box to be sent out or issue a full or partial refund depending on the situation.
3. Order Cancellations
Our dough is slowly proved and prepared the night before baking. Because of this preparation time, we require at least 24 hours notice prior to your scheduled dispatch or collection date if you need to cancel your order. Cancellations made with at least 24 hours notice will be fully refunded.
Unfortunately, if you attempt to cancel your order after it has already entered the baking process or been dispatched, we will be unable to issue a refund.
4. Processing Refunds
If your refund is approved due to damage, incorrect items, or a valid cancellation, the refund will be processed automatically to the original payment method used for the purchase.
Please allow 3-5 business days for your bank or credit card company to process the transaction and post the funds to your account. If you haven't received a refund after this timeframe, please contact your bank first, and then reach out to us for assistance.
5. Failed Deliveries & Uncollected Orders
If our courier is unable to deliver your package because the provided address is incorrect, or if nobody is available to accept the delivery, we cannot offer a refund. Please ensure your delivery details are accurate when placing your order.
For "Click & Collect" orders, if you fail to collect your doughnuts from the bakery on your chosen collection day, the items will be discarded at the end of the day to maintain food safety standards, and no refund will be issued.
If you have any questions or concerns regarding our return or refund policy, please feel free to contact our customer support team at stdonats@donuts.com.