Refund and Returns 

Refund & Returns Policy for Thistle Delights

Last updated: 07/02/2026

1. Overview

At Thistle Delights, every order is handmade with care in small batches. Because our products are perishable and made to order, our refund and returns policy is slightly different from typical retail businesses. Please read the details below before placing an order.

2. Perishable Goods

Most of our items — including South African sweet treats such as koeksisters, milk tart, peppermint crisp tart, and malva pudding — are perishable. For this reason:

• We cannot accept returns of any food items.
• We cannot resell returned goods for hygiene and safety reasons.

3. Cancellations

Standard Orders

• Cancellations must be made at least 48 hours before your scheduled collection or delivery time.
• Cancellations made after this period may not be eligible for a refund, as ingredients and preparation may already be underway.

Custom or Large Orders

• Custom orders, bulk orders, or special‑occasion items may require longer notice.
• These orders may be non‑refundable once preparation has begun.

4. Refunds

We aim to ensure you’re happy with your order. However, due to the nature of our products, refunds are only offered in specific circumstances.

Refunds may be issued if:

• The product arrives damaged due to our packaging or handling.
• We have made an error with your order.
• There is a quality issue that is clearly our responsibility.

Refunds cannot be issued for:

• Change of mind after the order is made
• Missed deliveries or failure to collect
• Items that spoil due to delayed collection or delivery
• Postal delays outside our control
• Allergic reactions (all allergens are clearly communicated)
• Improper storage after delivery or collection

5. Reporting an Issue

If there is a problem with your order, please contact us within 24 hours of receiving it.

To help us resolve the issue quickly, please provide:

• Your order details
• A description of the issue
• Clear photos of the product and packaging

We will assess the situation and offer a suitable resolution, which may include a partial refund, full refund, or replacement (where possible).

6. Delivery & Postal Orders

Once your order has been handed to the courier or collected:

• Responsibility transfers to the customer
• We are not liable for delays caused by Royal Mail or courier services
• We cannot refund items that spoil due to missed or delayed deliveries

We package items carefully, but some products may be more delicate and susceptible to movement during transit.

7. Non‑Returnable Items

Due to food safety regulations, the following items are non‑returnable:

• All baked goods
• All perishable items
• Any opened or partially consumed products

8. Replacements

Replacements may be offered at our discretion if:

• The product was damaged before dispatch
• The wrong item was sent
• There is a clear quality issue

Replacements are subject to availability and may not always be possible for limited‑batch items.

9. Contact Us

If you have any questions about this Refund & Returns Policy or need help with an order, please contact us at:
thistledelightsbakes@gmail.com