Refund policy

Return & Refund Policy

Last updated: October 2026

At Hangry Crumbs, we bake our cookies fresh every week and prepare orders with care. Because our cookies are fresh food products with a limited shelf life, we generally do not accept returns or offer refunds simply because a customer changes their mind.

This policy explains how we handle cancellations, incorrect orders, damaged deliveries and quality concerns. Nothing in this policy limits any mandatory rights you may have under applicable Dutch or European consumer law.

1. Returns and Change-of-Mind Refunds

Our cookies are freshly baked food products intended to be enjoyed while fresh. As food products that may deteriorate or expire rapidly, they may be exempt from the statutory right of withdrawal that normally applies to many online purchases.

For this reason, we generally do not accept returns or offer refunds simply because:

You changed your mind after ordering.
You ordered the wrong flavour or quantity.
You no longer want the cookies.
You do not personally enjoy the taste, texture or sweetness.
You expected the cookies to look or taste different.

Please review your order carefully before completing your purchase.

This policy does not affect your statutory rights if your order is incorrect, defective, damaged or otherwise does not conform to the purchase agreement.

2. Cancelling an Order

We prepare our cookies according to our weekly baking schedule, so cancellation may not be possible once preparation has started.

If you need to cancel your order, contact us as soon as possible at info@hangrycrumbs.com.

If we have not started preparing your order, we will consider your cancellation request. Once baking, packaging or dispatch has started, cancellation may no longer be possible.

We will confirm whether your cancellation has been accepted. Any applicable statutory cancellation rights remain unaffected.

3. Incorrect or Incomplete Orders

We take care when preparing every order. If you receive the wrong flavour, fewer cookies than you ordered, or another product that does not match your order, please contact us promptly.

Please include:

Your order number.
The name used for the order.
A description of the problem.
Clear photographs of the products received, where relevant.

We will investigate the issue and provide an appropriate solution in accordance with applicable law. Depending on the circumstances, this may include sending the missing or correct products, replacing affected products, or providing a refund where required.

4. Damaged Deliveries

We package our cookies carefully, but damage can sometimes occur during transportation.

If your order arrives damaged, please contact us as soon as reasonably possible, preferably within 24 hours of delivery, so we can investigate the issue.

Please provide:

Your order number.
Photos of the outer packaging.
Photos of the damaged cookies.
Photos of the shipping label, where relevant.

Please keep the packaging and affected products until we have had an opportunity to review the issue, unless keeping them would create a health or safety risk.

The 24-hour request helps us investigate promptly and does not remove any statutory rights you may have.

If your products were damaged during delivery or otherwise do not conform to the purchase agreement, we will handle the matter in accordance with applicable consumer law.

5. Product Quality Concerns

We want every Hangry Crumbs order to arrive in the condition we intended.

If you believe your cookies have a genuine quality defect, are materially different from the product described, or are otherwise not as agreed, please contact us promptly.

Examples include:

Receiving a different flavour from the one ordered.
Receiving fewer cookies than purchased.
Receiving materially damaged products.
Receiving products that are defective or otherwise do not conform to the purchase agreement.

Please include your order number and, where possible, photographs that help explain the issue.

We will investigate genuine complaints and provide an appropriate remedy where required by law.

6. Handmade Products: Taste, Texture and Appearance

Our cookies are handmade, so minor variations in shape, size, colour, thickness, texture, chocolate distribution, toppings and overall appearance may occur.

These natural variations do not automatically mean a product is defective.

Likewise, personal taste preferences alone do not normally constitute a product defect. However, this does not exclude legitimate complaints where a product materially differs from its description or does not conform to the purchase agreement.

Our website photographs are intended to represent our products accurately, although individual cookies may not look identical to the photographs.

7. Shipping and Delivery

We ship orders using DHL.

Our cookies are baked and shipped according to our published weekly order schedule. Delivery estimates are provided as guidance and may be affected by circumstances such as carrier disruptions or extreme weather.

If your order is delayed, has not arrived, or appears to be lost, please contact us at info@hangrycrumbs.com. We will investigate the shipment with DHL where necessary.

Hangry Crumbs remains responsible for fulfilling your order in accordance with applicable law. We cannot exclude our legal responsibilities for loss, damage or non-delivery simply because a delivery issue involves DHL.

If an order is not delivered within the applicable agreed or statutory timeframe, you may have rights to request delivery, cancel the purchase or receive a refund, depending on the circumstances and applicable law.

8. Incorrect Delivery Address or Missed Delivery

Customers are responsible for checking that their delivery details are complete and accurate before placing an order.

If you notice an error in your address, contact us immediately. We will do our best to help if the order has not yet been dispatched, but changes cannot be guaranteed once the shipment is with DHL.

If an incorrect address or failure to collect a parcel causes a delivery problem, the appropriate solution will depend on the circumstances, including the information provided at checkout and the applicable consumer law.

Please remember that cookies are perishable products. If a delivery is delayed because a parcel is not collected or delivery instructions are not followed, their freshness may be affected.

Nothing in this section excludes any rights or remedies you may have under applicable law.

9. Storage, Freshness and Food Safety

Our cookies are freshly baked and should be stored according to the instructions provided with your order.

Once you have received your order, please follow the recommended storage conditions and protect the cookies from excessive heat, moisture and direct sunlight.

We cannot be responsible for deterioration caused by improper storage or handling after delivery where the deterioration was not caused by a problem for which Hangry Crumbs is legally responsible.

If your cookies arrive with an unusual smell, visible mould, damaged packaging that may compromise food safety, or another potential safety issue, please do not eat them. Contact us promptly so we can investigate.

10. Ingredients and Allergens

Customers should review the ingredient and allergen information on each cookie's product page before ordering.

Our kitchen handles multiple ingredients and allergens. We cannot guarantee an allergen-free environment unless this is explicitly stated by Hangry Crumbs.

If you have a food allergy or intolerance, please contact us before ordering if you need clarification about a product's ingredients or allergen information.

If you believe a product presents a food-safety concern, please contact us as soon as possible. We take such concerns seriously and will investigate them appropriately.

11. Refunds, Replacements and Other Remedies

Where a refund is legally required or otherwise agreed, we will explain the next steps and normally issue the refund through the original payment method where possible.

The time it takes for the funds to appear in your account may depend on your bank, payment provider or card issuer.

Where only part of an order is affected, the appropriate remedy will depend on the circumstances and applicable law.

In some cases, we may offer a replacement or another goodwill solution. Any voluntary goodwill offer is separate from your statutory rights and does not limit those rights.

12. Fraudulent Claims

We may request reasonable information, such as photographs, order details or delivery information, to investigate a complaint.

We will assess claims fairly and will not knowingly provide compensation for fraudulent or dishonest claims. This does not affect genuine complaints or any statutory consumer rights.

13. Your Legal Consumer Rights

Nothing in this policy is intended to exclude, restrict or replace any consumer rights that cannot legally be excluded under Dutch or European law.

If a product does not conform to the purchase agreement, you may be entitled to a remedy under applicable law. Depending on the circumstances, this may include replacement, a price reduction or a refund.

The right of withdrawal for online purchases and the legal remedies available for defective or incorrect products are separate matters. The possible exemption for rapidly perishable food products does not remove your rights concerning products that do not conform to the purchase agreement.

14. Contact Us

If you have a question about your order, need to report a problem or want to discuss a cancellation, please contact us using the details below.

Hangry Crumbs

Kievitweg 11
9752 VM Haren
The Netherlands

Email: info@hangrycrumbs.com
Phone: +31 6 26758663

Please include your order number, the name used for your order and a clear description of your question or concern. Photographs can also help us investigate product or delivery issues.

We aim to respond as soon as reasonably possible.