Refund policy
Returns & Refunds Policy
At Ruby & Sophia’s Dog Bakery, we take great care to ensure all of our products are handmade, fresh and of the highest quality. Due to the nature of our products, our returns and refunds policy is as follows:
Food & Perishable Items
As our products are food items made for dogs, we are unable to accept returns or offer refunds once items have been collected or purchased, unless they are faulty or not as described.
This is in line with UK consumer law, which exempts perishable goods from standard returns for change of mind.
If you believe an item is faulty, please contact us as soon as possible with details of the issue.
Custom & Made-to-Order Items
All custom items, including birthday cakes and personalised products, are made to order and are therefore non-refundable and non-returnable, unless they are faulty or not as agreed.
Please ensure all personalisation details (such as names, colours and flavours) are correct at the time of ordering.
Gift Cards
Gift cards are non-refundable and cannot be exchanged for cash.
They can be redeemed in store only and must be used within the stated validity period (if applicable).
Faulty or Incorrect Items
If an item is found to be faulty, damaged, or incorrect at the point of collection, please notify us immediately or within 24 hours where possible. We may offer a replacement or refund in line with your statutory rights.
Proof of purchase will be required.
Your Statutory Rights
Nothing in this policy affects your rights under the Consumer Rights Act 2015. If goods are faulty or not as described, you are entitled to a refund, repair, or replacement where applicable.