Refund policy

Return Policy

Order Cancellation

Due to the nature of our baked goods being perishable and made to order, orders must be cancelled within 24 hours.

Return Policy

We have a 14-day return policy, which means you have 14 days after receiving your baked goods to request a return.

Eligibility for Returns

To be eligible for a return, your baked goods must be in the same condition that you received them, unopened, and in their original packaging. You’ll also need the receipt or proof of purchase.

How to Start a Return

To start a return, you can contact us at returns@jacksbackhaus.com or start a web chat on our website. Please note that returns will need to be sent to the following address: Unit 5, Block A, Grateley Business Park, Cholderton Road, Andover, SP11 8SH.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at returns@jacksbackhaus.com.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the baked goods are defective, damaged, or if you receive the wrong items, so that we can evaluate the issue and make it right.

Exceptions / Non-returnable Items

Certain types of items cannot be returned, such as perishable baked goods that have been opened or not opened, custom orders, and items that are not in their original packaging. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14-Day Cooling Off Period

Notwithstanding the above, if the baked goods are being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your items must be in the same condition that you received them, unopened, and in their original packaging. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at returns@jacksbackhaus.com.

Shipping Your Return

Please send your return to Unit 5, Block A, Grateley Business Park, Grateley, SP11 8SH. Please note that customers are responsible for the cost of return shipping. We recommend using a trackable shipping service to ensure your return reaches us safely.

If you have any questions or need help with the return process, feel free to reach out — we’re here to help!