Effective date: 1 June 2026

Last updated: 27 April 2026

This Refunds, Returns and Complaints Policy explains how Cosycookie and its independent bakers handle cancellation requests, non-delivery claims, damaged goods, materially inaccurate listings, complaints, and other order issues in connection with products sold through the Cosycookie marketplace.

It is intended to reflect the nature of the business. Many products offered through Cosycookie are handmade, perishable, time-sensitive, collection-based, or made to order. Cosycookie also operates as a marketplace intermediary, which means the baker remains responsible for the product and fulfilment unless we clearly state otherwise.

1. Scope and marketplace role

This policy applies to orders placed through Cosycookie for products listed by independent bakers on the platform. It covers customer requests relating to damage, defect, non-delivery, material mismatch from the listing, baker cancellation, and complaint handling.

Customers should normally contact the relevant baker directly first when an order issue arises. Cosycookie may receive and review escalated complaints, collect evidence, and facilitate outcomes where the baker does not resolve the issue, does not respond in time, or where a safety, fraud, or serious non-delivery concern requires platform intervention. The underlying seller responsibility normally remains with the relevant baker.

2. No change-of-mind returns for many bakery products

As a general rule, Cosycookie does not offer change-of-mind returns or refunds for products that deteriorate rapidly, are perishable, are customised or personalised for a customer, or cannot be safely resold once prepared or dispatched, except where applicable law requires otherwise.

This means that cakes, personalised baked goods, made-to-order products, opened food items, and similar goods will usually be non-returnable for change-of-mind reasons. Discounted items are not excluded from statutory rights; if a discounted item is defective, unsafe, or materially not as described, a remedy may still be available.

If an order contains a mix of items and only some of them fall within a cancellation-right exception, the position may need to be assessed item by item rather than assuming the whole order is treated identically.

3. When refunds or other remedies may be available

A refund, replacement, credit, or other suitable remedy may be considered where the item was not delivered, was damaged or defective on arrival, was unsafe, or was materially different from the listing in a way that affects the substance of the order.

Where appropriate, Cosycookie or the baker may also offer resupply, redelivery, collection rearrangement, partial refund, or another practical solution instead of a full refund. The chosen remedy will depend on the nature of the problem, the evidence available, food-safety considerations, and applicable law.

4. Non-returnable items and evidence requirements

Customers should raise a complaint or refund request as soon as reasonably possible. Where the issue is apparent on arrival or shortly afterwards, customers should ideally report it within 24 hours after delivery, collection, or the date the item should reasonably have arrived. Supporting photographs and relevant order details should be provided wherever possible. Later reports may still be considered where the nature of the issue means it could not reasonably have been identified earlier or where applicable law gives the customer additional rights.

Because bakery goods are usually perishable, customers should not normally return products unless Cosycookie or the baker specifically instructs them to do so. In most cases, customers will be asked to provide clear photographs, a description of the issue, order details, packaging details where relevant, and any other reasonable supporting evidence.

There is no standard return address for ordinary bakery complaints because return shipping is generally unsuitable for perishable goods unless specifically authorised after review.

If a return is specifically authorised, the customer must follow the instructions provided. Where Cosycookie or the responsible baker agrees to a return, a prepaid return label or equivalent collection arrangement may be provided where appropriate.

5. Complaint handling and response times

Customers should normally send refund and complaint requests to the relevant baker directly using the contact route provided with the order, seller page, or order confirmation. If the baker does not respond within 24 hours, if the matter remains unresolved, or if the issue raises a safety, fraud, or serious non-delivery concern, the customer may escalate the matter through the platform support channel or to customers@cosycookie.com. Customers should include their order reference, the relevant baker’s name, the issue complained of, and any available supporting images or correspondence.

Once the necessary information has been received, the relevant baker is expected to provide a substantive response within 24 hours unless a faster response is reasonably required for safety reasons. Customers may be emailed when additional information is needed.

Cosycookie aims to complete platform-level review within 7 days once the relevant evidence has been received. If a baker needs to be contacted for clarification, product-safety information, or evidence, the response time may depend in part on the baker’s cooperation. Cosycookie may step in and make a platform-level decision where a baker does not respond appropriately or the issue requires urgent handling.

6. Delivery problems, failed collection, and baker cancellations

If an order is not delivered, is delivered to the wrong address because of baker or courier error, or a confirmed collection cannot be honoured due to the baker’s fault, the customer should notify Cosycookie promptly so that the issue can be investigated.

If a customer provides the wrong address, misses a collection slot, fails to make suitable arrangements to receive a perishable order, or otherwise causes the fulfilment problem, a refund may be refused or reduced where lawful and fair to do so.

If a baker cancels an order because the product cannot be safely or lawfully supplied, because there is a stock, capacity, or ingredient issue, or because the baker identifies a serious fulfilment problem before completion, the customer will normally receive a refund of sums actually paid for the cancelled item unless another agreed remedy is accepted.

If a delivery issue appears to involve both courier fault and inadequate packing or preparation by the baker, Cosycookie may still treat the matter as a baker-responsibility issue for platform purposes even if the vendor later seeks recovery from the courier separately.

7. Complaints escalation and platform discretion

Cosycookie aims to resolve complaints fairly and proportionately. We may request more information, consult the baker, review listing content, examine delivery evidence, or pause the baker’s listings while serious issues are reviewed.

Where appropriate, Cosycookie may remove a listing, suspend a baker, issue customer credits, arrange partial or full refunds, or take other platform-level actions in order to protect customers and marketplace standards. Where Cosycookie facilitates payouts, approved refunds or credits arising from a baker-responsibility issue may be deducted from current or future vendor payouts, including during the 14 calendar day payout hold window. These operational steps do not waive any party’s legal rights or responsibilities.

8. Your statutory rights

Nothing in this policy removes or limits any rights a customer has under applicable law in relation to faulty goods, unsafe goods, or goods that are not as described. However, rights relating to rapidly perishable or personalised goods may differ from those applying to ordinary non-perishable retail goods.

If a court, regulator, or applicable law requires a different outcome from the one described in this policy, the legally required outcome will take priority.

9. Changes to this policy

We may update this policy from time to time to reflect changes to the marketplace model, fulfilment methods, legal requirements, food-safety expectations, or complaint-handling processes. The latest version published on the website will apply from the date shown at the top of the document.

Contact details

Agate International LTD trading as Cosycookie

Website: https://www.cosycookie.com

Registered office: 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ

Registered in England and Wales

Company number: 12996873

Customer support: customers@cosycookie.com

General and privacy enquiries: info@cosycookie.com