Refund policy

Cancellations 

Cancellations to any order will need to be made at least 72 hours in advance, for a full refund or credit note. Cancelling an order should be in writing and sent to cs@heriots.co.uk

Customers are to quote the order number, name, and reason for cancellation.  Refunds will be processed within 5 working days to the original payment method.  

  • We strictly do not accept returns, exchanges, or issue refunds to any of our food items after it has left our branch due to health and safety regulations. 

It is the responsibility of the customer to collect their cake on time. To ensure the quality and freshness of our cakes, we will dispose of any cakes not collected within shelf life. Cakes that are not collected will NOT be refunded. 

Returns

Perishable goods such as food and gift cards unfortunately cannot be returned. 

Refunds (if applicable)

If you aren't satisfied with the condition of a food product that you receive from us following an online purchase please contact us immediately using the Contact Form with full feedback and attached pictures of the product you received. 

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.  

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Gifts
Perishable goods such as food and gift cards unfortunately cannot be returned. 

Cancellations to any order will need to be made at least 72 hours in advance, for a full refund or credit note. Canceling an order should be in writing and sent to cs@heriots.co.uk

Customers are to quote the order number, name, and reason for cancellation.  Refunds will be processed within 5 working days to the original payment method.  

  • We strictly do not accept returns, exchanges, or issue refunds to any of our food items after it has left our branch due to health and safety regulations. 

It is the responsibility of the customer to collect their cake on time. To ensure the quality and freshness of our cakes, we will dispose of any cakes not collected within shelf life. Cakes that are not collected will NOT be refunded.