Refund and Replacement Policy

Daarna sells fresh, perishable food. That changes what a fair returns policy looks like, so this is not a standard clothing return policy — we have written it specifically for what we sell.

Food products cannot generally be returned

Once a food order has been delivered we cannot accept it back and resell it, and we cannot verify how it has been stored once it leaves our care. For that reason, pastries are not eligible for ordinary returns or change-of-mind refunds.

What we do instead is put things right when something has gone wrong with the order itself.

When to contact us

Your order arrived damaged or crushed
Items are missing from the box
You received the wrong product or the wrong size
The order arrived in a condition that makes it unsafe or unpleasant to eat

Email darna.pastry@gmail.com with your order number and a description of the problem.

Photographs

We will usually ask for photographs of the outer packaging, the box, and the contents as they arrived. This is how we work out whether the problem happened in our kitchen, in packing, or in transit, and it is what lets us resolve claims quickly. Please keep the packaging until the claim is settled.

How we decide

We review every refund or replacement request individually. Depending on what happened we may offer a replacement, a partial refund, or a full refund, and we will explain which and why. We do not apply an automatic rule, because no two damaged deliveries are the same.

Delivery delays

Once an order is handed to a carrier, the carrier controls the timeline. Weather, carrier backlogs and holiday volume can all delay a delivery, and these are outside our control. If a delay has affected the condition of your order, tell us and we will look at it. If a parcel simply arrived later than hoped but in good condition, that is not something we can refund — though we would still like to hear about it.

Incorrect addresses

Please check the delivery address carefully before completing your order, and tell us immediately if you spot a mistake. Orders that are undeliverable, returned or lost because of an address entered incorrectly at checkout may not qualify for a replacement or refund. Where we can intervene before dispatch, we will.

Cancellations and changes

We can usually change or cancel an order before it has been packed and dispatched, and rarely afterwards. Contact us as soon as possible if you need to change something.