Last updated: 9 June 2026 | Review date: 9 June 2027
Aulds The Bakers is the trading name of Aulds The Bakers Ltd, a company registered in Scotland under company number SC440756.
Registered office and contact address: 5-9 Brisbane Street, Greenock, PA16 8LS.
Contact email: enquiries@aulds.co.uk.
This policy explains how we deal with returns, refunds, replacements and product complaints for products purchased from or ordered directly with Aulds The Bakers.
1. Fresh food and bakery products
Most of our products are fresh, perishable food items. For food safety and hygiene reasons, we cannot accept returns of fresh food products simply because a customer has changed their mind. This does not affect your statutory rights. If a product is faulty, damaged, incorrect, not as described, unsafe or otherwise not of satisfactory quality, we will review the issue and, where appropriate, offer a refund, replacement or another suitable remedy.
2. Reporting an issue
If you have a concern about one of our products, please contact us as soon as possible. For fresh bakery products, we ask that you contact us as soon as possible and ideally within 24 hours of purchase, delivery or collection. This helps us investigate the issue properly while the product is still within its expected shelf life.
When contacting us, please provide, where available:
- your name and contact details;
- the product name;
- the shop or location where the product was purchased or collected;
- the date and approximate time of purchase or collection;
- proof of purchase;
- photographs of the product, packaging and label, where relevant;
- a brief description of the issue.
We may ask you to return the product to one of our shops or to our office so that we can investigate. Where this is not practical, we may agree another method of collection or review
3. Refunds and replacements
Where we agree that a refund or replacement is appropriate, we reserve the right to choose the most suitable remedy depending on the circumstances. This may include a replacement product, a refund to the original payment method, a voucher or credit where agreed with you, or another suitable resolution.
Refunds will usually be made to the original payment method used for the purchase.
4. Custom, celebration and made-to-order products
Custom, celebration, birthday cake and made-to-order products may be ordered directly with one of our shops or by another direct arrangement with us. These products are not currently ordered through our website.
Cancellation may not be possible once production has started or ingredients, packaging, decorations or other materials have been committed. Deposits paid for custom or made-to-order products are non-refundable unless we are at fault or otherwise agree in writing.
Where a customer wishes to change a custom order, we will try to help where reasonably possible, but changes cannot be guaranteed once production has started.
5. Collection orders placed directly with us
Some products may be ordered in-store or by direct arrangement for collection from one of our retail shops. It is the customer’s responsibility to collect the order at the agreed shop, date and time. If an order is not collected, we may not be able to offer a refund, particularly where the product is fresh, perishable or made to order.
6. Non-food items
We do not currently sell non-food merchandise through this website. If we do so in future, separate return rights may apply depending on the type of product and how it is purchased.
7. Allergens and ingredients
Food allergies and intolerances: due to the production methods used in Aulds Bakery and Shops, we are unable to guarantee that any of our products are free from the allergens listed below:
Celery (including celeriac), cereals containing gluten, crustaceans, egg and egg derivatives, fish, milk and milk derivatives, mustard, nuts and nut products, soya, sulphur dioxide and sulphites.
If in doubt, please ask a member of staff before purchasing or consuming our products. Recipes, ingredients and allergen information may change from time to time, so customers should always check labels and available product information before consuming.
8. Your statutory rights
Nothing in this policy limits or excludes your legal rights in relation to faulty, damaged, misdescribed or unsafe goods.