Auntie Penny™
Refund & Return Policy

General Policy

Our cookies are freshly made to order and perishable. All sales are final. If we cannot dispatch an order by the promised shipping date, the pre-dispatch delay and cancellation rights in our Shipping Policy apply.

Once an order has been delivered or picked up, we cannot accept returns, exchanges, or issue refunds for any reason related to taste, texture, or appearance.

We take great care in baking, packaging, and handling every order. Carrier transit, handling, and storage can affect the condition of perishable cookies. If your order is delayed, damaged, or missing, email contact@auntiepenny.com with your order number and tracking details so we can review the issue. Refunds or replacements are not automatic.

If we made an error with your order, please contact contact@auntiepenny.com with your order number and details. We will review the issue and make it right whenever possible.

Postal Orders

We do not accept change-of-mind returns or exchanges for cookies shipped by mail.

Please double-check your shipping details carefully before completing your purchase:

• Incorrect or incomplete addresses: Orders shipped to an incorrect or incomplete address provided by the customer are not eligible for a refund or replacement.

• Unclaimed packages: If the courier makes multiple delivery attempts and the order is returned to us because it was not collected, no refund or replacement will be provided.

• Delivery confirmation: Once tracking shows your order has been delivered to the address provided, we consider the order fulfilled and cannot be held responsible for theft, spoilage, or delivery issues beyond that point.

Local Pickup Orders

For pickup orders, our team will show you your items before you leave to ensure everything looks right. Please review your order carefully at that time — once you accept it, we cannot offer a refund, exchange, or remake due to the perishable nature of our products.

Custom & Handmade Orders

All of our products are handmade to order, so each one is unique. Slight variations in color, decoration, or size are completely normal and part of the handmade process.

While our website displays the general options for cookie flavors and toppings, slight differences between batches can occur.

We use the same materials and techniques for consistency, but natural variations will occur — this is part of what makes each Auntie Penny™ product one of a kind.

Legal Notice

By placing an order with Auntie Penny™, you acknowledge and agree to this Refund & Return Policy.

Auntie Penny™ reserves the right to update or modify this policy at any time without prior notice. The version posted on our website at the time of purchase will apply to your order.