🍊 Free Chocolate Orange flapjack with orders over £10
Oatopia

Refund policy

Because our Oat Bakes and Flapjacks are fresh, perishable food products, we follow a clear and fair refund policy that meets UK consumer law while ensuring food safety for all customers.

1. Cancelling an Order

You may cancel your order before it has been dispatched. To cancel, please email info@oatopia.co.uk with your order number. If the order has not yet shipped, we will issue a full refund. Once an order has been dispatched, it cannot be cancelled.

2. Refunds for Delivered Orders

As our products are perishable and cannot be returned, we can only offer a refund or replacement in the following situations:

  • Order arrives damaged or in poor condition
  • Products/items arrive past their use-by date
  • Incorrect products/items received
  • Items are missing from your order

To request a refund or replacement, please contact info@oatopia.co.uk within 48 hours of delivery and include your order number and clear photos of the issue. We will resolve all claims promptly.

3. Delivery Issues and Delays

Orders are shipped with our trusted courier partners on a next-working-day delivery service. Tracking updates are sent directly by the courier.

Please ensure the delivery address provided is complete and accurate. Customers are responsible for monitoring tracking updates and using courier options such as changing the delivery date, address, or leaving the parcel in a safe place.

If a parcel is returned to us due to an incorrect address, failed delivery attempts, or refusal of the parcel, we cannot issue a refund as the goods are no longer suitable for resale.

We cannot offer refunds due to courier delays unless the delay has directly caused the goods to arrive damaged, spoiled, or out of date. If your order is delayed, please notify us as soon as possible so we can assist.

4. Refund Processing

If a refund is approved, it will be processed back to your original payment method within 3–5 working days.

5. Non-Refundable Items

We are unable to offer refunds or returns on the following:

  • Opened or partially consumed products
  • Products damaged due to customer handling perishable food items returned to us (these cannot be re-distributed)

6. Contact Us

For help with your order, please email info@oatopia.co.uk