Last updated: August 2026
1. Returns & Exchanges – General
Certain products are exempt from the statutory Right of Withdrawal under applicable Portuguese and EU consumer legislation. These include, in particular:
This does not affect your statutory rights where a product is damaged, defective, incorrect or otherwise not in conformity with your order.
- Goods that are liable to deteriorate or expire rapidly;
- Goods made to the consumer's specifications or clearly personalised;
- Sealed goods that are not suitable for return for health protection or hygiene reasons where the seal has been broken after delivery.
This does not affect your statutory rights where a product is damaged, defective, incorrect or otherwise not in conformity with your order.
2. Damaged, Defective or Incorrect Items
If your order arrives damaged, defective or incorrect, please contact us at cooka@cookascookies.com as soon as possible and, where possible, within 48 hours of delivery. This timeframe helps us investigate transport damage and order errors promptly and does not affect your statutory consumer rights.Please include your order number and clear photographs of the affected items, the shipping box and the carrier label.
We will review your request and, where appropriate, provide a replacement, refund or other remedy in accordance with applicable consumer legislation.
3. Cakes, Personalised & Perishable Products
Our cakes and certain other products are freshly prepared, made to order and/or personalised especially for your pet. Products that are liable to deteriorate or expire rapidly, or that are made to your specifications or clearly personalised, are not subject to the statutory Right of Withdrawal.
Therefore, these products cannot be returned or refunded simply because you change your mind.
Therefore, these products cannot be returned or refunded simply because you change your mind.
Delivery:
- Please make sure that someone is available to receive the order at the delivery address provided.
- Once an order has been dispatched, Cooka’s cannot be held responsible for unsuccessful delivery for reasons attributable to the customer, including where the carrier has attempted delivery but the recipient is unavailable, cannot be contacted, refuses delivery or fails to collect the parcel from the carrier's designated collection point.
- If a further delivery attempt or collection is offered by the carrier, it is the customer's responsibility to arrange or accept it promptly.
- Due to the perishable and/or made-to-order nature of these products, deterioration or expiry resulting from an unsuccessful delivery or failure to collect the parcel for reasons attributable to the customer does not qualify for a refund or replacement.
- This does not apply where the unsuccessful delivery, damage or deterioration results from an error attributable to Cooka’s or the carrier.
- If your cake or personalised product arrives damaged due to transport, is defective, or we have sent the wrong item, please contact us as soon as possible and, where possible, within 48 hours, providing your order number and clear photographs so that we can review the case and provide an appropriate solution.
4. Toys & Other Non-Edible Items – 14-Day Right of Withdrawal
For non-edible products that are not subject to a legal exception, consumers have the right to withdraw from an online purchase within 14 days from the date on which they, or a third party designated by them other than the carrier, receive the goods.To exercise this right, please contact us at cooka@cookascookies.com within the 14-day period.
Items should be returned in a condition consistent with the consumer's right to inspect them. The customer may be responsible for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the item.
Unless otherwise required by law, the direct cost of returning the item is the responsibility of the customer. Where the item is damaged, defective or was sent in error, the applicable return costs will be borne by Cooka’s.
5. Refunds
Where a valid Right of Withdrawal applies, refunds will be processed without undue delay and no later than 14 days from the date on which we are informed of your decision to withdraw.
We may withhold the refund until we have received the returned goods or until you provide evidence that the goods have been sent back, whichever occurs first.
The refund will be made using the same payment method used for the original transaction, unless expressly agreed otherwise.
Where applicable, the refund will include the cost of standard delivery. Any additional delivery costs resulting from the customer's choice of a delivery method more expensive than the least expensive standard delivery option offered by Cooka’s will not be refunded.
Please note that your bank or payment provider may require additional time for the refunded amount to appear in your account.
We may withhold the refund until we have received the returned goods or until you provide evidence that the goods have been sent back, whichever occurs first.
The refund will be made using the same payment method used for the original transaction, unless expressly agreed otherwise.
Where applicable, the refund will include the cost of standard delivery. Any additional delivery costs resulting from the customer's choice of a delivery method more expensive than the least expensive standard delivery option offered by Cooka’s will not be refunded.
Please note that your bank or payment provider may require additional time for the refunded amount to appear in your account.
Return Address
Cooka’s Cookies
Caminho do Ribeiro 5
2710-118 Cabriz, Portugal
For any questions regarding returns, refunds or damaged orders, please contact:
cooka@cookascookies.com
cooka@cookascookies.com