Returns, Refunds and Cancellations Policy

Last updated: 4 August 2026

This policy applies to orders placed online through Quigleys.ie.

Quigleys sells fresh food, cakes, personalised products and other bakery items. Due to the fresh, perishable and made-to-order nature of many of our products, different cancellation and return rules apply depending on the product ordered and whether preparation has begun.

Nothing in this policy affects your statutory consumer rights where a product is faulty, damaged, unsafe, incorrectly supplied or not as described.

Contacting Us About an Order

All requests relating to online order cancellations, refunds, returns, collection-date changes or product issues must be sent by email to:

enquiries@quigleys.ie

Please include:

your full name;
your order number;
the email address used to place the order;
the product concerned; and
an explanation of your request.

Our Customer Support Team aims to respond within 24 hours, Monday to Friday.

Sending a request does not automatically confirm that an order has been cancelled, changed or refunded. We will review the status of the order and confirm the outcome by email.

Cancelling an Online Order

Please email enquiries@quigleys.ie as soon as possible if you need to cancel an order.

Where preparation or production has not begun, we may cancel the order and issue a refund to the original payment method.

Once preparation, baking, decorating, personalisation or production has begun, it may not be possible to cancel the order or issue a refund.

This is because fresh and perishable products, and products made to a customer’s specifications or clearly personalised, are generally excluded from the standard 14-day cooling-off period.

This exclusion does not affect your legal rights if the product is faulty, unsafe, damaged, incorrectly supplied or not as described.

Online Cake Orders

Due to the volume of online cake orders we receive, confirmed cake orders cannot be directly amended.

Once an order has been submitted, we are unable to:

change the selected cake design;
add custom decorations or design elements;
change the size, flavour or product selected;
change personalised wording;
replace the cake with another product;
add options that were not selected at checkout; or
directly change the collection date on the existing order.

Customisation is limited to the options displayed on the relevant product page on Quigleys.ie.

Customers must carefully check the cake, size, wording, spelling, collection store and collection date before completing payment.

Personalised wording will be prepared using the information submitted with the order. Quigleys cannot accept responsibility for spelling errors or incorrect information entered by the customer.

Ordering the Wrong Cake or Product

If you have ordered the wrong cake or product, email enquiries@quigleys.ie as soon as possible.

Where the original order has not entered preparation or production, we may cancel and refund it. You may then place a new order through Quigleys.ie for the correct product.

A replacement order is treated as a new order and is subject to:

product availability;
available collection dates;
the notice period displayed online; and
successful payment and order confirmation.

We cannot guarantee that the same collection slot or product will remain available.

If preparation or production has already begun, cancellation or a refund may not be possible.

Changing an Online Collection Date

Collection dates cannot be directly changed on an existing online order.

To request a different collection date, email enquiries@quigleys.ie as soon as possible and include:

your name;
order number;
email address used for the order;
current collection date; and
requested collection date.

Where preparation has not begun, we may cancel and refund the original order so that you can place a new order using the correct collection date.

The requested new date is not reserved or confirmed until a new order has been successfully placed through Quigleys.ie.

Where preparation or production has already begun, cancellation, a refund or a change of collection date may not be possible.

Orders Placed In-Store

Orders placed directly in a Quigleys store are managed by the store where the order was placed.

Requests relating to an in-store order, including collection-date changes, must be made directly with the relevant store.

The online Customer Support Team may not have access to amend, cancel or refund orders placed or paid for in-store.

The statutory 14-day cooling-off period does not generally apply to purchases made in a physical store where the customer has simply changed their mind.

This does not affect your statutory rights regarding faulty, unsafe or incorrectly described products.

Fresh, Perishable and Personalised Products

The standard 14-day cooling-off period does not generally apply to products that are liable to deteriorate or expire rapidly.

Products in this category may include:

fresh cakes;
personalised cakes;
baked goods;
sandwiches;
prepared food;
chilled products;
confectionery with a limited shelf life; and
other fresh or perishable food products.

The cooling-off period also does not generally apply to:

products made to the customer’s specifications;
clearly personalised products;
cakes containing personalised names, messages, photographs or designs; and
sealed products that are unsuitable for return for health or hygiene reasons once unsealed.

These products cannot normally be returned or refunded because the customer has changed their mind.

These exclusions do not affect your rights where a product is faulty, damaged, unsafe, incorrectly supplied or not as described.

Eligible Non-Perishable Products

For eligible non-perishable and non-personalised products purchased through Quigleys.ie, you have the right to notify us that you wish to cancel the purchase within 14 calendar days of receiving the product.

To exercise this right, email enquiries@quigleys.ie within the 14-day period.

Your email must include:

your name;
order number;
the product being returned; and
a clear statement that you wish to cancel the purchase.

You do not have to provide a reason for cancelling an eligible purchase.

After notifying us, you must return the product within a further 14 calendar days.

How to Return an Eligible Product

Do not send a product back before receiving return instructions from Quigleys Customer Support.

After your request has been approved, we will provide the applicable return address and instructions by email.

Unless the product is faulty, damaged, incorrectly supplied or not as described:

the customer is responsible for arranging the return;
the customer is responsible for the direct cost of return postage or delivery; and
the product remains the customer’s responsibility until it is received by Quigleys.

We recommend using a tracked postal or courier service and retaining proof of postage.

We do not charge a restocking fee.

Returned products should be:

unused;
complete;
in their original condition; and
returned with their original packaging, labels, accessories and documentation where reasonably possible.

Customers may inspect a product in the same way they could reasonably inspect it in a shop. We may reduce a refund where the product’s value has been reduced by handling beyond what was necessary to establish its nature, characteristics and function.

Faulty, Damaged or Incorrect Products

Please inspect your order as soon as it is collected or delivered.

Email enquiries@quigleys.ie promptly if:

you receive the wrong product;
part of the order is missing;
the product is damaged;
the product is unsafe or unfit for consumption;
the product is materially different from its description; or
there is another fault with the product.

For cakes, prepared foods and other perishable products, please contact us as soon as reasonably possible and preferably on the date of collection or delivery.

Your email should include:

your full name;
your order number;
the email address used to place the order;
a clear description of the problem; and
photographs of the product and packaging where appropriate.

Please retain the affected product and its packaging until we have reviewed the issue, unless retaining it would be unsafe or unreasonable.

Depending on the circumstances and your statutory rights, an appropriate remedy may include:

a replacement;
a price reduction; or
a full or partial refund.

Where a return is reasonably required because a product is faulty, damaged, incorrectly supplied or not as described, Quigleys will cover the reasonable cost of the return.

Failure to Collect an Order

Customers are responsible for collecting their orders from the selected store on the confirmed collection date and during the applicable collection hours.

If an order is not collected on the agreed date, we cannot guarantee that it will remain available or suitable for collection later.

Fresh and personalised products are prepared for a particular customer and collection date. A refund will not normally be provided where the customer fails to collect the order.

If you expect to be delayed, contact the collection store directly as soon as possible.

Refund Method and Processing Time

Approved refunds will be issued to the original payment method used to place the order unless another method is expressly agreed.

Where an eligible non-perishable purchase is cancelled under the statutory cooling-off period, the refund will include:

the price paid for the eligible returned product; and
the cost of the least expensive standard delivery method offered by Quigleys, where applicable.

Any additional amount paid for express, upgraded or premium delivery will not normally be refunded.

We may withhold the refund until:

the returned goods have been received; or
the customer provides satisfactory evidence that the goods have been returned,

whichever occurs first.

Approved statutory refunds will be processed without undue delay and within the applicable legal timeframe, normally no later than 14 days after we receive the returned goods or evidence that they were returned.

After Quigleys processes a refund, your bank, card issuer or payment provider may require additional working days to display the funds in your account.

Exchanges

We do not offer direct exchanges for online orders.

Where an eligible order can be cancelled or returned, a refund will be issued in accordance with this policy. The customer may then place a new order through Quigleys.ie.

Any new order is subject to current prices, availability and the applicable collection or delivery options.

Customer Support

For all online order cancellations, returns, refund requests, collection-date requests and product complaints, contact:

Email: enquiries@quigleys.ie

Please include your name, order number and the email address used to place the order.