Refund & Cancellation Policy

At Toast & Figs, everything we make is prepared with care and, in many cases, specifically for your order, delivery or event.

Because our products include fresh and perishable food, and our catering services require advance production and operational planning, our cancellation and refund policy differs from that of a standard online retailer.

Nothing in this policy affects your statutory rights.

Food & Product Orders

Due to the fresh and perishable nature of our products, we are unable to accept returns or exchanges for change of mind.

Orders may be cancelled or amended within the following timeframes:

Postal Orders
Cancellations or amendments must be made at least 48 hours before the scheduled dispatch date.

Local Delivery Orders
Cancellations or amendments must be made at least 5 days before the scheduled delivery date.

After these cancellation deadlines, orders are non-refundable.

These timeframes are necessary because of the production scheduling, kitchen capacity and operational planning required to prepare and fulfil each Toast & Figs order.

If you need to amend or cancel an order, please contact us as soon as possible at hello@toastandfigs.co.uk.

Damaged, Incorrect or Unsatisfactory Orders

We want you to be delighted with your Toast & Figs order.

If your order arrives damaged, incorrect, or you believe there is a problem with the quality of your product, please contact us as soon as reasonably possible at hello@toastandfigs.co.uk.

Please include:

• your order number;
• a description of the issue; and
• photographs of the product and packaging where appropriate.

We will review the issue and, where appropriate, offer a replacement, partial refund or full refund.

This does not affect your statutory rights in relation to products that are faulty, not as described or not of satisfactory quality.

Delivery & Incorrect Addresses

Customers are responsible for providing complete and accurate delivery information when placing an order.

If an order cannot be delivered because an incorrect or incomplete address has been supplied, we may be unable to offer a refund where the order has already been prepared or dispatched.

If you notice an error in your delivery information, please contact us as soon as possible and we will do our best to amend the details before dispatch or delivery.

Delayed Deliveries

We use trusted delivery partners and take reasonable care to dispatch orders so that they arrive within the expected delivery period.

Occasionally, delays can occur outside our reasonable control.

If your delivery is significantly delayed and the delay affects the safety, quality or usability of a perishable product, please contact us and we will review the circumstances and provide an appropriate resolution.

Drop & Go Catering

Our Drop & Go catering is prepared specifically for an agreed date, guest number and delivery time.

Because kitchen capacity, production and delivery logistics are reserved for each booking, the following cancellation policy applies.

Cancelling a Drop & Go Booking

More than 14 days before delivery:
A 50% refund of the total booking value will be provided.

Between 7 and 14 days before delivery:
A 25% refund of the total booking value will be provided.

Less than 7 days before delivery:
The booking is non-refundable.

These cancellation terms reflect the production capacity, kitchen time and operational logistics reserved specifically for your booking.

If your plans change, we may be able to move your booking to an alternative date rather than cancel it. We will always try to accommodate a date change where operationally possible, although this is subject to availability and may incur additional costs.

Changes to Guest Numbers

Final guest numbers must be confirmed no later than 7 days before delivery, unless otherwise agreed in your booking confirmation.

Reductions made after this point will not reduce the final booking price.

We will do our best to accommodate increases in guest numbers after this deadline, subject to availability and any additional charges.

Events & Staffed Catering

This section applies to weddings, corporate events, private events, grazing tables, staffed buffets, receptions and other larger or staffed catering bookings.

These bookings require advance planning and the reservation of kitchen, staffing, equipment, production and operational capacity.

Event Cancellations

Events cannot be cancelled within 14 days of the event date and no refund will be provided for cancellations made within this period.

For cancellations made more than 14 days before the event, the cancellation and refund terms stated within your individual quotation, proposal or booking confirmation will apply.

Where possible, we will work with you to move an event to an alternative date rather than cancel it completely. Any change of date is subject to availability and may result in additional costs.

Changes to an Event

Changes to menus, guest numbers, timings, venue access, delivery arrangements, staffing or service requirements should be communicated as early as possible.

Changes are subject to availability and may result in an adjustment to the final price.

Final guest numbers must be confirmed by the deadline stated within your quotation or booking confirmation.

Reductions after the final confirmation date will not normally result in a reduction to the agreed booking price.

We will do our best to accommodate increases in guest numbers, subject to availability and any additional charges.

Third-Party Bookings

Where your booking has been made through a third-party marketplace or booking platform, such as Togather, that platform's payment, amendment and cancellation terms may also apply.

For bookings placed through a third-party platform, the applicable platform terms and the terms contained within your confirmed booking will take precedence where necessary.

Cancellation by Toast & Figs

In the unlikely event that Toast & Figs is unable to fulfil your order or booking, we will contact you as soon as possible.

Where we cancel an order or booking and are unable to provide an agreed suitable alternative, you will receive a refund for the products or services that we are unable to provide.

Refunds

Where a refund is agreed, it will normally be returned to the original payment method used to make the purchase.

Once a refund has been processed by Toast & Figs, the time taken for funds to appear in your account will depend on your bank or payment provider.

Contact Us

If you have any questions about an order, cancellation, amendment or refund, please contact us:

Toast & Figs
Email: hello@toastandfigs.co.uk

Nothing in this Refund & Cancellation Policy affects your statutory rights.