We want you to be happy with your order. This policy explains when refunds apply, which items can be returned, and how to contact us if something isn’t right. Nothing in this policy affects your statutory rights.

1. Eligibility for Returns

Perishable food items: Most of our products are freshly baked and have a short shelf life. Under the Consumer Contracts Regulations, perishable food items are not eligible for change‑of‑mind returns.

Non‑perishable items: If your order contains eligible non‑perishable items, you may cancel your order within 14 days of receiving it. To cancel, please email orders@botham.co.uk with your order number.

Gift cards: Gift cards and e‑gift vouchers are non‑refundable and cannot be exchanged for cash. Any remaining balance will stay on the card for future use until the expiry date shown.

2. Change‑of‑Mind Returns (Eligible Items Only)

If you cancel an eligible item within 14 days: You will receive a refund for the item(s), You will receive a refund of the original delivery charge (standard rate only), You are responsible for the return postage cost, Returned items must be unused, in their original packaging, and in a resaleable condition.

3. Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty, or incorrect, please contact orders@botham.co.uk as soon as possible with: Your order number; A description of the issue; Photos, if available. We will put this right quickly by offering one of the following: A replacement; A refund; A refund of reasonable return postage costs (if we ask you to return the item); Collection, where appropriate. Please notify us of any damaged, faulty or incorrect items within a reasonable time after delivery so we can resolve the issue promptly.

4. How to Return an Item

If we ask you to return an item, please: Package it securely; Include your name, order number and reason for return; Use a tracked service where possible. Returns should be sent to:
  Botham’s of Whitby
  Enterprise Way
  Whitby
  YO22 4NH
All returned items will be inspected on arrival. We may make a deduction from your refund if the item has been handled in a way that goes beyond what is reasonably necessary to inspect it, or if it is not returned in a resaleable condition.

5. Refund Processing Time

Refunds are processed within 14 days of receiving the returned goods (or, for cancellations, within 14 days of your cancellation notice if no return is required). Your card provider may take additional time to show the refund on your statement.

6. Items That Cannot Be Returned

The following items are not eligible for return unless faulty: Perishable food items; Items with a short shelf life; Hampers containing perishable goods; Any item that has been opened, used, or is no longer in a resaleable condition. Gift cards & vouchers.

7. Discounted and Sale Items

If you purchased an item using a discount code or promotional voucher, your refund will reflect the amount you actually paid, not the full listed price. Sale items may not be eligible for change‑of‑mind returns. If you are unsure whether a sale item can be returned, please contact us before purchasing. Sale items remain eligible for a refund if they are faulty, damaged, or not as described, in line with your statutory rights.

8. Contact Us

If you have any questions about returns or refunds, please email orders@botham.co.uk and our team will be happy to help.