Returns & Refunds policy
Last Updated: February 28, 2026
Our Commitment
Every batch of cookies is baked by hand with care and quality ingredients. Your satisfaction means everything, and we want you to love every bite. If something isn't right, we're here to make it right.
Perishable Nature of Our Products
Please note that our cookies are homemade, perishable food items. Because of this, we are unable to accept returns or exchanges on products once they have been delivered or picked up. However, we absolutely stand behind the quality of our baking.
When You Are Eligible for a Refund or Replacement
We will offer a full refund or replacement in the following situations:
Wrong order received — You received cookies that were different from what you ordered (wrong flavor, quantity, or decoration).
Quality issue — The cookies arrived stale, damaged, or in a condition not suitable for consumption due to our error.
Allergies or dietary errors — An ingredient was included that was not disclosed or was contrary to the specifications you provided at the time of ordering.
Damaged in transit — If your order was shipped and arrived significantly damaged, we will work with you to provide a resolution.
How to Request a Refund
To be eligible, you must contact us within 6 hours of receiving your order. Please reach out via refund@cookiemedley.com or 657-632-8815 and include the following:
Your full name and order details
A brief description of the issue
Photos of the cookies if there is a quality or damage concern
Once we review your request, we will respond within 1–2 business days with a resolution. Approved refunds will be returned to your original payment method within 5–7 business days.
Custom and Personalized Orders
Custom orders — including decorated cookies, gift boxes, and event orders — are made specifically for you. As such, we are unable to offer refunds on custom orders unless there is a quality issue or an error on our part. We encourage you to review all order details carefully before confirming.
Order Cancellations
Cancellations made more than 48 hours before your scheduled pickup or delivery date are eligible for a full refund.
Cancellations made within 48 hours of the scheduled date may not be eligible for a refund, as ingredients and preparation may have already begun. I will do my best to work something out with you where possible.
Custom or large event orders require at least 72 hours' notice for cancellation to receive a full refund.
Non-Refundable Situations
We are unable to issue refunds in the following cases:
You simply changed your mind after receiving the order
The cookies were not stored properly after delivery (please store in an airtight container)
You provided incorrect delivery information
The issue was not reported within the 48-hour window
Contact Us
If you have any questions about this policy or need help with an order, please don't hesitate to get in touch:
CookieMedley Email: refund@CookieMedley.com Phone: 657-632-8815.
Thank you so much for supporting a home baker — it truly means a lot, and I want every order to be a sweet experience. 🍪
This policy is subject to change. Any updates will be reflected on this page.