Refund policy

Our Refund & Returns Policy

As we sell frozen perishable food, we are unable to accept returns. All sales are final once dispatched.

Damaged or incorrect orders
Please inspect your order upon receipt and contact us within 24 hours at julia@panelabakery.com if your order arrives damaged, defective, or incorrect. Please include photos and your order number so we can assess the issue. Where a valid claim is made, we will offer a replacement or a full refund at our discretion.

Cancellations
Orders can be cancelled before dispatch. Once your order has been dispatched, we are unable to cancel or refund it. Please contact us at julia@panelabakery.com as soon as possible if you need to cancel.

Refunds
If a refund is approved, it will be processed to your original payment method within 10 business days. Please allow additional time for your bank to process the payment. If more than 15 business days have passed since your refund was approved, please contact us at julia@panelabakery.com.

Non-returnable items
As a perishable food product, Panela cookie dough cannot be returned under any circumstances. We also cannot accept returns on any discounted or sale items.

Questions?
Get in touch at julia@panelabakery.com — we're always happy to help.