Returns Policy

Atelier Minori is a small home bakery based in New Barnet. Everything we sell is freshly baked, perishable, and in most cases prepared to order specifically for you. All orders are collected in person from us.

This policy explains how an order is confirmed, when it can be changed or cancelled, what happens if an order is not collected, and what we will do if something is wrong with what you receive. Please read it before ordering. By submitting an order on our website, you accept these terms.

Nothing in this policy affects your legal rights as a consumer.

You place your order on our website: choose your items, pick a collection date, and submit. You can order with an account or as a guest. We do not take orders over the telephone.

Submitting your cart sends us an order request. It is not a confirmed booking. Nothing is charged or taken at that point, and no contract exists yet.

We look at every request, and we either accept it or decline it — we may be fully booked for your date, or unable to make what you have asked for safely. If we decline, you pay nothing and there is nothing further to do.

Your order is confirmed when we accept it. That is the point at which a contract is formed between us. You will see the order marked Accepted, and if you gave us an email address we will email you with your items, your total and your collection date. Please check it and tell us straight away if anything is wrong.

We may contact you by email at info@atelierminori.co.uk or on WhatsApp on 07778 861258 to agree your exact collection time, or to ask about anything unclear. We confirm the collection time when we mark your order Ready to Pickup.

Payment is made in cash when you collect, unless we have agreed otherwise with you in writing. We never take payment through the website, and we will never ask you for card or bank details.

Once we have accepted your order, it cannot be cancelled because you have changed your mind, except as set out in the section below.

Customers who order at a distance normally have 14 days to cancel without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. That right does not apply to our products. Those Regulations specifically exclude goods that are liable to deteriorate or expire rapidly, and goods made to the consumer's specification or clearly personalised. Our products are freshly baked perishable food, prepared to order, and both exclusions apply.

You therefore have no 14-day right to cancel an order placed with us. We tell you this on this page and in our Terms & Conditions, which you accept at checkout before you can submit, and again when we accept your order, so that you can decide with full information.

If you change your mind before we have accepted your order, tell us and there is nothing to pay. No contract has been formed yet, and we will simply decline the request.

Once we have accepted, we buy ingredients and begin preparing, so our cancellation window reflects work already done.

If you cancel more than 48 hours before your collection time, there is nothing to pay and no charge of any kind.

If you cancel within 48 hours of your collection time, we will have bought ingredients and begun preparation, and the full order price remains payable.

Changes to an order, including size, flavour, decoration or collection time, are treated as a cancellation and re-order if requested within 48 hours of collection. We will always try to accommodate small changes where we can, but we cannot promise to.

To cancel or change an order, email info@atelierminori.co.uk or message us on WhatsApp on 07778 861258, quoting your order number. There is no cancel button on the website. Please wait for our confirmation. An unanswered message is not a cancellation.

Occasionally we may have to cancel an order we have already accepted — illness, an equipment failure, or something we find we cannot make safely. We will tell you as soon as we can and explain why, in an email and on your order page, and you will pay nothing.

If you used Minori Points or gift card balance on an order that is cancelled, we return them to your account: points go back to your balance, and gift card balance goes back on the card. If you do not see them within a few days, tell us and we will put it right.

Your collection window is the time agreed with you after we accepted your order.

If you have not collected within 24 hours of your agreed collection time and we have not heard from you, your order is treated as cancelled by you, the full order price remains payable, and the food will be disposed of. We cannot safely store or resell it, and we cannot offer a replacement or a refund.

If you are running late or your plans change, please tell us as early as you can. We will hold your order where it is safe to do so, and we would always rather rearrange than waste it.

We take real care with what we bake. If something is not right, we want to know.

Please contact us within 24 hours of collection, at info@atelierminori.co.uk or on WhatsApp on 07778 861258 — replying to any of your order emails reaches us too. Because our products are perishable, telling us quickly means we can see the problem for ourselves and put it right. Where possible, please keep the item and send us a photograph.

If your order is faulty, meaning it is not of satisfactory quality, not fit for purpose, or not as we described it, you are entitled under the Consumer Rights Act 2015 to a refund, a replacement, or a price reduction as appropriate. We will normally offer you the choice of a replacement on our next available baking day or a full refund, and we will not ask you to return the item.

Where a refund is due on an order you paid for in cash, we refund in cash. Where you used Minori Points or gift card balance, we return that part to your account rather than paying it out in cash.

The 24-hour period above is a request so that we can help you quickly. It is not a limit on your rights. Your statutory right to reject faulty goods lasts 30 days from collection, and nothing in this policy shortens it.

We are not able to offer a refund, exchange or replacement where you have changed your mind or no longer need the order.

We are also not able to refund where you do not like the taste or appearance of an item that is of satisfactory quality and matches how we described it, where an item has been damaged after collection including in transit, where an item has deteriorated because it was not stored as we advised, or where you ordered the wrong item, size or date and did not tell us before the cancellation window closed.

None of the above affects your rights if an item is genuinely faulty.

Our products contain no artificial preservatives and are made to be eaten fresh. Unless we tell you otherwise, please keep items cool and out of direct sunlight, refrigerate anything containing fresh cream, custard or fresh fruit immediately and eat it within 24 hours, and eat all other items within two to three days.

Once an order has been collected, responsibility for storing and transporting it safely passes to you. We cannot accept responsibility for items that deteriorate because they were not stored or transported as advised.

Our food is prepared in a domestic kitchen where nuts, peanuts, gluten, dairy, eggs, sesame, soya and other allergens are handled. We take care to avoid cross-contamination, but we cannot guarantee that any item is free from any allergen.

Every item lists its allergens on its product page and on our Allergen Information page, and you confirm you have read that information before you can submit an order. The allergens recorded against your order are a snapshot of what we told you at the time — if we later change a recipe, your order record does not change.

If you or anyone eating your order has a food allergy or intolerance, please tell us before you order. We will give you full ingredient information for the items you are considering, and if we cannot make something safely for you we will say so plainly.

Please do not rely on this policy alone. Ask us, and we will answer.

Minori Points are earned when an order is completed, not when it is placed, and are shown as pending until then. If an order is cancelled before completion, no points are earned on it.

Points and gift card balance used on an order reduce what you pay on collection. If that order is later cancelled or refunded, they go back to your account rather than being paid out in cash.

Points and gift cards have no cash value and cannot be exchanged for money. Our Terms & Conditions set out the full rules for both.

Nothing in this policy excludes or limits your rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other consumer protection law. Where anything in this policy conflicts with those rights, your legal rights take precedence.

For free and independent advice, you can contact the Citizens Advice consumer service on 0808 223 1133 or visit citizensadvice.org.uk.

Atelier Minori 22A Shaftesbury Avenue, New Barnet, Barnet EN5 5JA, United Kingdom

Email: info@atelierminori.co.uk WhatsApp: 07778 861258 Web: atelierminori.co.uk

Orders are placed on atelierminori.co.uk. Collection is from the address above, at the time agreed after we accept your order.