Wholesale Terms & Conditions

1. Eligibility for Wholesale Pricing
   1.1. To access wholesale pricing, customers must have an approved wholesale account.
   1.2. Approved customers can use their store name, postcode, or mobile number for staff to access their wholesale account when ordering.
2. Order Placement & Notice Requirements
   2.1. Customers must notify the store of each intended visit at least 24 hours in advance to allow for production planning.
   2.2. For particularly large orders (50 loaves or more), customers should provide additional notice beyond 24 hours to ensure sufficient stock.
   2.3. Orders for early morning collections or on high volume production days may require baking the night before, and customers should confirm this with the store.
3. Collection, Availability and Refunds
   3.1. The store aims to prepare bread as close to the collection time as possible to ensure freshness.
   3.2. Orders not collected within the agreed timeframe may not be guaranteed warm, or available.
   3.3. All purchased loaves are non-refundable and non-replaceable in with the exception of bread produced to sub-quality standard.
   3.4. Prior to any claims, communication must be made via WhatsApp or email with evidence. Once agreed, the procedure for any compensation will be communicated.
   3.5 Any/all refunds must be performed via the original transaction method.
4. Contacting the Store
   4.1. To reach a store, customers should dial 02088557377, select option 3, and follow the menu to connect with their preferred location.
   4.2. Any changes or cancellations should be communicated promptly to avoid disruptions.
5. Feedback & Concerns
   5.1. Customers can reach out for any issues, concerns, or feedback through the provided contact channels.
   5.2. We reserve the right to review and update wholesale terms as necessary.

By placing a wholesale order, customers agree to abide by these terms and conditions.

Party Orders Terms & Conditions

1. Order Placement & Payment
   1.1. Party orders require a minimum of three (3) days’ notice before the collection date.
   1.2. Orders must be placed in person at the store, where payment will be taken at the time of order.
   1.3. Orders are considered confirmed only upon full payment and receipt this will contain the order details.
2. Order Collection
   2.1. All party orders must be collected at the agreed time and date.
   2.2. If an order is not collected at the agreed time, it can still be picked up within store opening hours of the same day.
   2.4. Refunds will not be provided upon failure to collect produced orders.
   2.5. Orders not collected on the same day cannot be guaranteed for later collection.
   2.6. If collection cannot be made on the scheduled day, customers must inform the store before closing time to arrange an alternative pick-up for the produced item. The order will not be reproduced unless in exceptional specifically agreed circumstances, depending on product.
3. Order Changes & Cancellations
   3.1. Order modifications after placement are subject to approval and may not always be possible, these will require at least 24 hours’ notice before the collection date.
   3.2. Cancellations require at least 24 hours’ notice before the collection date for refund eligibility.
4. Refunds & Product Freshness
   4.1. All produced orders are non-refundable.
   4.2. All fresh food orders are delivered chilled for transportation and preservation purposes.
   4.3. Orders including bread and pie orders for early morning collection may be prepared the evening before, for overnight delivery or to manage high volume, though we aim to produce as close to collection time as possible for optimal freshness.
   4.4. Any/all refunds must be performed via the original transaction method.

By placing a party order, customers agree to these terms and conditions.

Store Refunds & Exchanges

1. Scope & Eligibility
   1.1. Refunds and exchanges for perishable goods are only accepted where a verifiable mistake has been made by us, or one of our suppliers, such as an error in the order or an issue with product quality.
   1.2. Requests must be submitted within three (3) calendar days of purchase or prior to the expiry or use-by date of the perishable product, whichever comes sooner.
2. Exclusions
   2.1. We do not accept “non-fault” refunds for perishable, un-tamperproof sealed, opened or past expiry dated products. This includes products sealed with plain tape, well as products purchased unsealed, (unless in the case of a fault).
   2.2 We do not accept compensation requests directly for items purchased through 3^rd party resellers, such as Uber, Deliveroo or Jut Eat. These platforms all have their own claim methods which you must follow.
   2.3. We do not accept responsibility for costs incurred in the course of reaching or accessing our stores during the course of claiming compensation.
3. Fault Reporting & Evidence Submission
   3.1. If a fault is identified within the time period of purchase, customers are encouraged to return the product to the store in person for immediate rectification. Otherwise: Report and evidence of the fault must be submitted via our official WhatsApp (02088557377).
   3.2. Staff in store are able to replace flawed dishes, for refunds staff may need to seek asistance or approval from a manager which may require remote intervention.
4. Returns Process
   4.1. All claims should ideally be made on the same day the issue is identified.
   4.2. Customers must provide evidence of fault via WhatsApp before the end of the eligibility period stated in Clause 2.
5. Refund Methods
   5.1. Approved compensations will be processed as either:
   a. store credit (any terms or conditions will be communicated)
   b. refund to the original payment method.
   5.2. Refunds to original payment method must be performed on site (remote refunds are not possible) they must be arranged on the day, but in advance of arrival as staff do not have the permissions necessary to prepare these transactions.
6. Proof of Purchase Requirements
   6.1. To process a refund or exchange, customers must provide sufficient details of purchase to allow us to identify your original order, examples including but not limited to:
   a. Receipts,
   b. Total price paid,
   c. Last four (4) digits of the card used (if applicable),
   d. Date and approximate time of purchase,
   e. Your itemised order.
7. Agreement to Terms
   7.1. By making a purchase, customers acknowledge and agree to be bound by these terms and conditions regarding refunds and exchanges.
   7.2. These policies are designed in compliance with partners such as our payment service providers and delivery partners. We aim to be as understanding as possible when exercising these rules such as to still reduce wastage, and maintain product safety. This helps us control product costs and quality.