Terms and Conditions
1. Business Details
Harry Batten is the trading name of Harry Batten Bakery Limited.
Our bakery and collection address is:
Unit 9, Victoria Business Centre
43 Victoria Road
Burgess Hill
RH15 9LR
2. Products and Availability
All products are subject to availability. We reserve the right to substitute a product with an item of equal or higher value if the product you have ordered is unavailable.
We will always try to contact you before making a substitution. However, as many of our deliveries are time-sensitive, there may not always be time to contact you before dispatch.
All of our cakes and baked goods are handmade and, where applicable, individually decorated by our team. As a result, no two products will be completely identical.
Product images on our website are for guidance and are intended to illustrate the design, style and overall appearance of our products. While we always aim to recreate our designs as closely as possible, there may be variations in colour, decoration, proportions, positioning of decorative elements, finish and presentation as a natural result of the handmade process.
Some products may feature multiple photographs showing different examples of the same design. These images demonstrate the natural variations that can occur between individually handmade products.
Our website photographs may be taken using professional photography, lighting and equipment. Colours and finishes may therefore appear different depending on lighting conditions, camera settings and the screen or device on which the images are viewed.
Minor variations of this nature do not constitute a product defect, provided the finished product remains substantially consistent with the advertised design and description.
This does not affect your statutory rights.
3. Orders and Payment
Orders must be placed through our website, by email, by phone or by another method agreed with us.
We accept the payment methods shown at checkout. All payments are taken in GBP sterling.
Your order will only be confirmed once payment has been successfully received. It is your responsibility to ensure all details provided are correct, including your name, contact details, delivery or collection details, and any message or personalisation required.
Incorrect or incomplete details may delay your order or affect our ability to fulfil it correctly.
4. Changes to Your Order
If you need to make changes to your order, please contact us by email as soon as possible.
We require at least 72 hours’ notice for order changes. We will always try to help where we can, but changes are not guaranteed, especially once production has started.
Changes may include, but are not limited to:
Delivery or collection date
Delivery address
Personalised message
Product size, flavour or design
Dietary requirements
Any changes may be subject to an additional charge.
5. Cancellations and Postponements
You may cancel or postpone your order by contacting us by email.
A full refund will be given for cancellations made at least 5 days before your order is due.
Cancellations made within 5 days of your order due date will not be refunded, as ingredients, preparation and production time may already have been committed.
Postponements are subject to availability. If you ask to postpone your order within 5 days of the original order date, we will do our best to help, but this cannot be guaranteed.
6. Delivery and Collection
We offer local delivery for eligible products across selected postcodes in Sussex, Surrey and London.
Brownies and cookies may also be available for nationwide delivery by Royal Mail, depending on the product selected and the delivery address.
To check what products we can deliver to your area, please visit our delivery page:
https://www.harrybatten.co.uk/pages/delivery
It is your responsibility to provide the correct delivery address, postcode, contact number and email address.
We cannot accept responsibility for failed or delayed delivery where incorrect or incomplete details have been provided.
We cannot deliver to PO Box addresses.
If your delivery address is a business address, venue, hotel, school, hospital, office or similar location, the order will be considered delivered once it has been handed to reception, goods-in, a staff member, concierge, security desk or another suitable person at that address.
7. Delivery Windows and Tracking
For local hand deliveries, we will provide a delivery window before your delivery, where available.
We aim to deliver within the delivery window provided, but this may be affected by traffic, weather, road closures, access issues or other circumstances outside our control.
8. Failed Deliveries
If there is no answer when we attempt delivery, we will try to contact you using the phone number provided with your order.
If we cannot reach you, we may, at our discretion:
Leave the order in a safe place
Leave the order with a neighbour
Leave the order with reception, concierge, security or another suitable person
Return the order to our Burgess Hill bakery for collection
We will not attempt to redeliver.
If we leave your order in a safe place, with a neighbour, or with another suitable person, we will let you know where it has been left.
By placing an order, you agree that we may use our judgement if no one is available to receive the delivery.
We cannot accept responsibility for loss, damage, theft, deterioration or temperature-related issues after an order has been delivered, left in a safe place, or handed to another suitable person.
9. Collection
Orders for collection must be collected from our Burgess Hill bakery at the agreed collection time.
Once an order has been collected, it becomes your responsibility. We cannot accept responsibility for any damage caused during transport, storage or handling after collection.
Cakes should be transported carefully, kept level and stored according to the instructions provided.
10. Wedding Cakes and Large Cakes
Wedding cakes and large cakes should be handled with particular care.
Where we are delivering a wedding cake to a venue, we recommend delivery on the day of the event wherever possible.
We require suitable access and a safe place to deliver and set down the cake. We cannot be responsible for delays caused by venue access issues, lack of parking, unavailable staff or incorrect venue details.
If a cake is collected by you, your venue, or a third party, responsibility for the cake passes to the person collecting it once it leaves our bakery.
11. Allergens and Dietary Requirements
Some of our products may be suitable for certain dietary requirements, such as gluten-friendly or vegan options, where stated.
However, all products are made in the same bakery, and we cannot guarantee that any product is completely free from traces of allergens.
Our products may contain or come into contact with allergens including, but not limited to:
Gluten
Eggs
Milk
Soya
Nuts
Peanuts
Nitrates
It is your responsibility to check allergen information before ordering and to contact us if you are unsure.
We cannot accept responsibility if incorrect or incomplete dietary information is provided when placing an order.
12. Personalisation and Design
We will make personalised products according to the information provided at the time of ordering.
Please check all spelling, wording, dates and details carefully before placing your order.
We cannot accept responsibility for errors in personalisation where the information was supplied incorrectly.
For custom or design-led cakes, we will do our best to follow the agreed design brief. However, as every cake is individually handmade, exact colour matches, proportions, finishes, positioning and decorative details cannot be guaranteed.
Where a customer provides an inspiration or reference image, the image will be treated as a guide to the requested style and design rather than a guarantee that the finished cake will be an exact replica, unless otherwise expressly agreed in writing.
The finished cake will remain substantially consistent with the agreed design or product ordered, subject to reasonable handmade variation and any changes agreed with the customer.
13. Refund Policy and Our Guarantee
At Harry Batten, we stand behind the quality of everything we bake.
If you are unhappy with your order, please contact us as soon as possible. Please include your order number, a brief description of the issue and, where relevant, photographs of the product so that we can investigate properly.
If there is a genuine issue with the quality of your order or our service, we will do our best to put things right. This may include a refund, partial refund, replacement or another suitable solution, depending on the circumstances.
Refunds or other remedies may be offered where a product is faulty, damaged before responsibility has passed to the customer, materially different from the product ordered, or where we have otherwise failed to provide the product or service with reasonable care and skill.
As taste, sweetness, flavour, texture and personal preference are subjective, disliking a product or finding a particular flavour, sweetness or texture not to your personal taste does not by itself mean that the product is faulty and does not automatically entitle you to a refund.
Similarly, reasonable variations in the colour, decoration, proportions, positioning, finish or presentation of handmade products, as described in these Terms and Conditions, do not by themselves constitute a fault or automatically entitle you to a refund.
Where a complaint relates to the appearance of a product, we may ask for clear photographs taken in normal lighting so that we can assess the product fairly. Where a complaint relates to quality, we may ask for photographs, further information or, where reasonably practical, for some or all of the product to be retained while we investigate.
Any complaint relating to product quality or service should be raised as soon as reasonably possible and preferably within 48 hours of receipt. Raising an issue promptly helps us investigate what has happened and, where appropriate, offer a suitable solution.
Once a refund has been approved, it will be processed back to your original payment method. Please allow 5 to 7 working days for the refund to appear, depending on your bank or payment provider.
This refund policy relates to product quality or service issues after delivery or collection. It does not override our cancellation policy for orders cancelled within 5 days of the order due date.
Nothing in this policy limits or excludes any rights or remedies you may have under applicable consumer law.
This guarantee does not affect your statutory rights.
14. Complaints
Your complete satisfaction is very important to us.
If you have a complaint about our products or service, please contact us as soon as possible through our contact page, by email or by phone.
Please include your order number and details of the issue so we can investigate properly.
15. Corporate Orders
We welcome corporate and large business orders.
We may be able to personalise products, packaging or delivery arrangements with sufficient notice.
Please contact us to discuss your requirements.
16. Privacy Policy
Your privacy is important to us.
Harry Batten will only collect and use your personal information where we have a lawful reason to do so. This includes processing your order, arranging delivery or collection, responding to enquiries, providing customer service, improving our website and, where permitted, sending marketing communications.
The personal information we collect may include:
Name
Billing address
Delivery address
Email address
Phone number
Order details
Payment confirmation details
Messages or personalisation details
Information submitted through contact forms
Website usage information
We use this information to:
Process and fulfil your order
Contact you about your order
Arrange delivery or collection
Respond to enquiries
Provide customer support
Improve our products, services and website
Prevent fraud and protect our business
Send marketing communications where you have consented or where we are otherwise permitted to do so
We do not sell your personal information.
We may share your information with trusted third parties where necessary to run our business and fulfil your order. This may include:
Payment processors
Delivery and courier providers
Website and ecommerce platforms
Email and marketing platforms
Analytics providers
Professional advisers
IT and system providers
We will only share the information needed for the relevant purpose.
17. Marketing
We may contact you with news, offers or product information where you have agreed to receive marketing from us, or where we are otherwise allowed to do so.
You can unsubscribe from marketing emails at any time by using the unsubscribe link in our emails or by contacting us.
18. Cookies
Our website uses cookies and similar technologies.
Cookies are small files stored on your device that help our website work properly, improve your browsing experience and help us understand how customers use our website.
We may use cookies for:
Website functionality
Checkout and basket functions
Analytics
Advertising and remarketing
Understanding how visitors use our website
Measuring the performance of our marketing
Some cookies are essential for the website to work. Others are optional and may be used for analytics or advertising.
We may use services such as Shopify, Google Analytics, Google Ads, Meta advertising tools and other trusted platforms to help operate and improve our website and marketing.
Where required, we will ask for your consent before setting non-essential cookies.
You can manage or block cookies through your browser settings. Please note that blocking some cookies may affect how our website works.
19. Data Protection
Harry Batten handles personal information in accordance with applicable UK data protection laws, including the UK GDPR and the Data Protection Act 2018.
You have rights over your personal information, including the right to request access to the information we hold about you, ask us to correct inaccurate information, ask us to delete certain information, object to certain uses of your information, and withdraw consent where we rely on consent.
To make a request about your personal information, please contact us through our contact page.
20. Testimonials and Reviews
We may use customer reviews, feedback or testimonials in our marketing.
We will not publish your personal contact details. If we wish to use information that identifies you beyond your name or review, we will ask for your permission.
How to Contact Us
If you have any questions about these Terms and Conditions, your order, or any personal information we hold about you, please contact us through our contact page: