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Refund policy
Perishable products
All products sold by Gluten Tag are freshly baked, perishable food items. For health, safety and hygiene reasons, we do not accept returns or offer refunds on baked goods once they have been picked up or delivered.
This is in line with EU consumer rights regulations, which exempt perishable goods from the standard 14 day cooling off period.
Damaged or incorrect orders
If your order arrives damaged or you receive the wrong item, please contact us at within 24 hours of receiving it, including:
- Your order number
- A description of the issue
- A photo of the product
We will review your case and, if appropriate, offer a replacement, store credit or a full refund. We are committed to making things right.
Cancellations
You can cancel or modify your order as long as we have not started baking it. Once preparation has begun, cancellations are no longer possible since ingredients have already been allocated and work has started.
To request a cancellation or change, contact us as soon as possible at .
Custom and layer cakes
Custom orders, layer cakes and cakes for special events are made specifically for you and require a 7 day notice. Once we confirm the order and start the preparation process, these cannot be cancelled or refunded.
Refunds
Approved refunds will be processed to the original payment method within 10 business days. Please note that your bank or card issuer may take additional time to make the funds available in your account.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at .