1The short version
At Handaran, everything is made fresh to order — so most of what we sell is perishable food that can’t be returned once it’s left our kitchen, for hygiene and food-safety reasons. That said, if something arrives wrong, damaged, or simply isn’t up to our standard, we’ll always put it right.
Your happiness matters more than a single order. If we’ve got something wrong, tell us — we’ll refund, remake or replace it.
2Fresh & perishable items
Because our cakes, pastries, breads, coffee, milkshakes and prepared food are freshly made and perishable, they are not eligible for return or exchange once delivered or collected — in line with UK consumer law, which exempts perishable goods from the standard 14-day cooling-off period.
This doesn’t affect your right to a refund if something is faulty or not as described (see below).
3When you’re entitled to a refund
We’ll happily refund or replace your order if:
- You received the wrong item.
- Your order arrived damaged or in poor condition.
- The food had a genuine quality or freshness issue.
- Part of your order was missing.
4How to report a problem
Please get in touch as soon as possible so we can investigate while everything’s fresh.
Contact us within 24 hours
Reach out the same day where you can — for fresh food, prompt reporting really helps us help you.
Share a few details
Tell us your order number, what went wrong, and include a photo if the item was damaged or incorrect.
We’ll make it right
We’ll arrange a refund, remake or replacement — whichever works best for you.
5Custom & celebration cakes
Bespoke and personalised cakes are made specially for you, so different rules apply:
- Once production has begun, custom orders cannot be refunded or cancelled.
- Deposits for custom cakes are non-refundable, as they secure your slot and ingredients.
- If there’s a genuine fault with the finished cake, please contact us right away and we’ll do everything we can to resolve it.
Please double-check spelling, dates, flavours and design details when ordering a custom cake — we make it exactly as confirmed.
6Cancellations
Need to cancel a standard order? Let us know before we’ve started preparing it and we’ll cancel and refund in full. Once an order is in production or out for delivery, it can no longer be cancelled.
7How refunds are processed
Approved refunds are returned to your original payment method. Once we’ve confirmed your refund, it typically appears within 5–10 business days, depending on your bank or card provider.
8Delivery & collection
If a delivery couldn’t be completed because of incorrect address details or no one being available to receive it, we may be unable to offer a refund for that order. For Click & Collect, please collect within the agreed window to ensure your food is at its freshest.
9Need a hand?
Our team is here to help with any order issue, big or small.
Something not right with your order?
Get in touch and we’ll sort it out as quickly as we can.