Cookie Queen Returns Policy

1. Introduction

1.1 We understand that from time to time you may wish to return a product to us. However, as our products are perishable and cannot be resold once returned, returns are only accepted in exceptional circumstances as set out below.
1.2 This policy is designed to enable you to return products to us in appropriate circumstances, especially where there has been a dispatch error or product issue.
1.3 This policy applies to all Cookie Queen customers and all orders placed through our website.
1.4 This document does not affect any statutory rights you may have as a consumer (such as rights under the Consumer Contracts Regulations 2013 or the Consumer Rights Act 2015).

2. Returns

2.1 If you do not have another legal right to return a product and receive a refund or exchange, you will nonetheless be entitled to return a product to us and receive a refund or replacement in accordance with this policy if:
(a) We receive the returned product within 7 days of the date of dispatch to you;
(b) The returned product is unused, in its original unopened packaging, with all individual items sealed and best before dates clearly visible;
(c) You comply with the procedure set out in this policy; and
(d) None of the exclusions set out in this policy apply.

2.2 All our products leave us with a 14-day shelf life and are considered “fresh” in accordance with the best before date on the back of each item.

3. Pre-Order & Dispatch Date Issues

3.1 If your pre-ordered parcel is sent out on the wrong date (for example, arrives too early), you have two options:
(a) Freeze for Freshness: You may store the entire parcel, including all packaging and sealed items, in your freezer until your required date. Our packaging and individually sealed bakes are designed to keep your treats fresh when frozen.
(b) Return for Resending or Refund: If freezing is not suitable, you may return the order to us:

  • All items must remain in their original packaging and be individually sealed and unopened.

  • If the error is on our part, we will provide you with a pre-paid returns label. All you need to do is drop the parcel off at your local Post Office.

3.2 Once we receive your returned order, we will check that all items are still sealed and unopened.
3.3 If everything is intact, you may choose to have your order resent on your original pre-order date, or to receive a full refund.
3.4 If any items have been opened or are missing, these will either be omitted from your replacement delivery or deducted from your refund.

4. Damaged, Incorrect, or Unsatisfactory Products

4.1 If your order arrives damaged or is not as described, please contact us within 24 hours of delivery with your order number, a description of the issue, and clear photos of the product and packaging.
4.2 We will offer a replacement, store credit, or refund, depending on your preference and the circumstances.

5. Change of Mind

5.1 Due to food safety regulations, we cannot accept returns or offer refunds if you simply change your mind about your order.

6. Returns Procedure

6.1 To take advantage of your rights under this policy, you must contact us as soon as possible to let us know you are not satisfied with your order and wish to return it.
6.2 Returned products must be sent to:
Cookie Queen, Tinners Court, Truro, TR1 2LL.
6.3 For returns due to a Cookie Queen error, we will provide a pre-paid returns label. For all other returns, you are responsible for postage costs.

7. Refunds

7.1 We will refund the price you paid for any product properly returned in accordance with this policy.
7.2 We will not refund original delivery charges or any costs incurred in returning the product, except where the error is on our part.
7.3 Refunds will be processed using the same payment method as your original purchase.
7.4 We aim to process all refunds as soon as possible, and no later than 14 days after receiving your returned product.

8. Improper Returns

8.1 If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange: (a) We will not refund the purchase price or exchange the product; (b) We may retain the returned product until you pay any additional amount required for re-delivery; (c) If no payment is received within 14 days of a request, we may dispose of the product at our discretion.

9. Our Details

9.1 Cookie Queen is owned and operated by J&G Onda LLP.
9.2 Our postal address is: Cookie Queen, Tinners Court, Truro, TR1 2LL.
9.3 You can contact us: