We want you to be delighted with your order every single time, but sometimes things happen and we will work our hardest to put things right. Please read our policy carefully regarding refunds, returns, and cancellations.

General Refund and Faults Policy:

All claims regarding product issues or faults are assessed on a case-by-case basis. We reserve the right to determine the correct course of action, and the resolution offered to one customer may not be offered to another.

Submitting a Request (48 Hours Deadline):

If you encounter an issue or wish to request a refund, you must notify us via email at hello@niknmix.biz within 48 hours of receiving your package.

Your email request must include the following supporting information:

• Customer Email
• Order Number
• Clear Photograph of the Outer Packaging
• Clear Photograph of the Package Contents
• Clear Photograph of Any Damage
• Clear Photograph of the Postage Label

Processing Refunds:

Refund requests that meet the submission criteria will be reviewed within 3-5 working days (excluding Mondays).

If approved, please allow an additional 1–10 days for the funds to return to your bank account, as transfer times depend on your financial provider.

Exclusions:

The following items are not eligible for refunds or replacements:

• Items where the packaging has been opened or tampered with.
• Gift vouchers.
• Perishable items (all freshly baked goods) are exempt from statutory cancellation rights under UK law.

Order Cancellations:

If you need to cancel an order, please inform us within 24 hours of the order being placed.

Cancellations are at our discretion and are not possible if items have already been baked to order.

We cannot cancel orders that have already been dispatched.

If a cancellation is approved, we will retain a minimum 10% administration fee to cover transaction charges and payment provider costs. We reserve the right to withhold more if additional costs (such as postage booking fees) have been incurred.

Shipping Delays:

We do not offer refunds for delayed shipping or delivery, as they are outside of our control. While we often use next-day services, this is not a guaranteed service, and external factors (like adverse weather) may slow courier times.

Perishable Guarantees:

We guarantee that your order will arrive in good condition and within its advertised shelf life.

However, customers are not entitled to a refund or replacement if the issue is a result of:

1. The customer choosing to delay delivery, changing the delivery address, or failing to collect the parcel from a pick-up point on time.
2. The customer missing the initial delivery attempt by the courier.
3. Orders placed with incorrect, incomplete, or missing address details provided by the customer (e.g., missing house number, incorrect postcode, missing town name).

Contact:

Please email hello@niknmix.biz with all return and refund enquiries. We are unable to process requests through other contact methods.