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Refund policy
Last updated: 15 August 2026
We want every box to arrive looking as good as it did when it left our kitchen. If it doesn't, we'll put it right. This policy explains how.
It applies to orders placed at www.blackboxdonuts.co.uk with Black Box Bakery Ltd (trading as Black Box Donuts).
1. Fresh food and your right to cancel
Our donuts are freshly baked to order and are perishable. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the usual 14-day cooling-off period does not apply to goods that are liable to deteriorate or expire rapidly. That means we cannot accept returns of donuts, and we cannot offer a change-of-mind refund once your order has been dispatched.
This does not affect your rights if something is wrong with your order — see section 3.
2. Changing or cancelling your order
You can change or cancel your order for a full refund up to 24 hours before your order is due to be dispatched. Because we bake to order, after that point the ingredients are committed and the box is already being made.
To change or cancel, email customercare@blackboxdonuts.co.uk with your order number as early as you can. If you're changing a delivery address or delivery date, please tell us in the same window — once a parcel is with Royal Mail we can't redirect it.
If you contact us after the 24-hour cut-off we'll always try to help, but we can't guarantee we'll be able to stop the order.
3. If something's wrong with your order
Please check your box as soon as it arrives. If your donuts arrive damaged, spoiled, incomplete, or you've received the wrong items, contact us within 48 hours of delivery.
Email customercare@blackboxdonuts.co.uk with:
- your order number;
- a short description of the problem;
- clear photographs of the donuts and of the outer box and packaging.
Please don't throw the packaging away until we've resolved things — the outer box tells us a lot about what happened in transit, and we use it to raise claims with Royal Mail. And please don't eat anything you think might be spoiled.
We ask for 48 hours because donuts are fresh: beyond that we can't tell the difference between a transit problem and normal staling, and we can't make a claim against the carrier.
4. What we'll do about it
Where an order arrives damaged, spoiled, incomplete or incorrect, we'll send you a replacement box on the next available dispatch date, free of charge. That's our standard fix, and for most people it's the one that actually solves the problem — you wanted donuts, not a bank transfer.
Where a replacement isn't possible — for example if the product is no longer available, the order was for a date that has now passed, or you'd simply prefer not to have one — we'll refund you in full instead, including the delivery charge. Just say so when you get in touch.
Where only part of your order was affected, we'll replace or refund the affected part.
None of this affects your statutory rights — see section 10.
5. Parcels that don't arrive
All orders are sent on a tracked service and you'll receive tracking details when your order is dispatched.
If your tracking shows the parcel as delivered but you can't find it, please check with neighbours and around your property first, then contact us within 48 hours and we'll open an investigation with Royal Mail.
If your parcel hasn't arrived and tracking hasn't updated, contact us and we'll chase it. Where a parcel is confirmed lost in transit, we'll send a replacement or issue a full refund, whichever you'd prefer.
We can't take responsibility for a parcel that is delayed or spoiled because of an incorrect or incomplete delivery address supplied at checkout, or where you asked for it to be left in a safe place and it was. Please see our Shipping Policy for more on this.
6. Best before dates
Every box carries a best before date, set on the basis that it reaches you on the delivery date you chose at checkout. Occasionally Royal Mail delivers a day late, and your box can arrive on or past that date.
If your donuts arrive outside their best before date, please don't eat them. Contact us within 48 hours at customercare@blackboxdonuts.co.uk with your order number and a photo of the box showing the date, and we'll resolve it under section 4 — a free replacement box, or a full refund if you'd prefer.
7. Allergies and ingredients
Full ingredient and allergen information is shown on every product page, and is also listed together on our Ingredients page. We'd ask you to check it before ordering. Our donuts are made in a kitchen that handles nuts (including hazelnuts, almonds and pistachios), peanuts, wheat, barley and other cereals containing gluten, milk, eggs and soya, so we cannot guarantee that any product is free from any allergen.
Because of that, we can't offer a refund on the basis that a product contains an allergen that is already disclosed on the product page or our Ingredients page. If you believe we've supplied a product whose stated ingredients were wrong, contact us immediately at customercare@blackboxdonuts.co.uk — we treat this as urgent and will investigate straight away.
8. Sale items and gift cards
Discounted and promotional items carry exactly the same protection as full-price items. If a sale box arrives damaged or incorrect, we'll replace or refund it in the same way.
Gift cards are non-refundable and cannot be exchanged for cash. They can be used against any purchase on the Site.
9. How refunds are paid
Refunds are made to the original payment method used for the order. We'll process an agreed refund within 3 working days of confirming it with you.
Once we've processed it, how quickly it appears depends on your bank or card issuer — usually 3 to 5 working days, occasionally up to 10. If it's been longer than 10 working days since we confirmed your refund, contact your bank first, and then get in touch with us and we'll send you proof of the refund.
10. Your statutory rights
Nothing in this policy limits your legal rights. Under the Consumer Rights Act 2015, goods we supply must be of satisfactory quality, fit for purpose and as described. If they aren't, you are entitled to an appropriate remedy — which may include a repair, a replacement or a refund — and you can ask us for a refund rather than a replacement where the law entitles you to one. We will always honour that.
For free, independent advice on your consumer rights, contact Citizens Advice on 0808 223 1133 or visit citizensadvice.org.uk. In Northern Ireland, contact Consumerline on 0300 123 6262.
11. Wholesale, corporate and event orders
Wholesale, corporate and event orders are made to order in volume and are subject to separate terms, which we'll confirm in writing when we take your order. Cancellation windows and deposit arrangements for these orders may differ from those set out above. Quality and delivery issues are handled in the same way — contact us within 48 hours of delivery.
12. Contact us
Black Box Bakery Ltd
Registered in Northern Ireland, company number NI736775
Unit 18, 63a Castlewellan Road, Newcastle, County Down, BT33 0JX, United Kingdom
Email: customercare@blackboxdonuts.co.uk
We aim to reply to every message within one working day.