Cancellation & Refund Policy

Cancellation window

Change-of-mind cancellations made within 24 hours of order confirmation are eligible for a full refund. After 24 hours, cookies may already be scheduled for baking and change-of-mind cancellations are normally non-refundable. If Butter & Sugar cannot fulfil your order, you will always receive a full refund.

How the deadline is calculated

Your cancellation deadline is 24 hours from the moment your order is confirmed. For example, an order confirmed at 4:03pm can be cancelled up to 4:03pm the following day. The exact deadline is shown on your order confirmation.

If we cannot fulfil your order

If Butter & Sugar is unable to fulfil your order for any reason, you will receive a full refund. Issues caused by us are handled separately from change-of-mind cancellations.

Exceptions

Because every order is baked to order, change-of-mind cancellations made after the cancellation deadline are normally non-refundable. We review genuine exceptional circumstances case by case.