Prancing Pony Bakery
Terms and conditions
The Prancing Pony Bakery
Website Terms and Conditions
Last updated: 23 October 2026
Welcome to The Prancing Pony Bakery.
We're delighted that you've chosen to visit our little corner of the internet. Before placing an order, we kindly ask that you read the following Terms and Conditions. These explain how our website operates, how orders are processed, and the rights and responsibilities of both our customers and our bakery.
By using our website or placing an order, you agree to the applicable Terms and Conditions set out below. Nothing in these terms affects your statutory consumer rights.
1. About Us
The Prancing Pony Bakery is an independent, UK-based home bakery specialising in handmade vegan biscuits and other traditional baked goods, alongside a developing range of homemade preserves.
Our aim is to provide quality products made with care, using thoughtfully selected ingredients and traditional baking methods.
Business information
Trading name: The Prancing Pony Bakery
Email: hello@prancingponybakery.com
Website: prancingponybakery.com
Instagram: @theprancingponybakery
Our food business is registered with the relevant local authority and operates in accordance with applicable food safety and hygiene requirements.
2. Our Products
All products sold by The Prancing Pony Bakery are prepared with care and are described as accurately as reasonably possible.
Our range includes handmade vegan biscuits in a selection of flavours, together with preserves and other products as they become available.
As our biscuits are handmade, slight differences in shape, colour, size, texture and appearance are to be expected. These natural variations are part of the handmade character of our products and do not affect your statutory rights where goods are faulty or not as described.
We endeavour to ensure that product descriptions and photographs accurately represent the goods offered for sale. However, slight visual differences may occur.
We reserve the right to introduce, discontinue or modify products and flavours. Any material changes to ingredients or allergen information will be reflected in the relevant product information.
3. Ingredients, Allergens and Dietary Information
Customer safety is extremely important to us.
Our products are prepared using plant-based recipes and are offered as vegan unless otherwise expressly stated.
Please note the following:
Our biscuits contain ingredients derived from cereals containing gluten, including wheat, where identified in their individual ingredients lists.
Individual products may contain other allergens, which will be identified in the relevant product information.
Although we take precautions to manage allergen cross-contact, we cannot guarantee that every product is entirely free from unintended allergen traces.
Vegan products are not necessarily suitable for every person with a food allergy.
Customers must review the ingredients and allergen information provided for each product before ordering.
If you have a food allergy, intolerance or particular dietary requirement, please contact us before placing an order so that we can provide the relevant information.
We cannot guarantee that a product will be suitable for an individual's dietary requirements unless this has been expressly confirmed.
All mandatory allergen information will be made available before purchase and at the point of delivery or collection, in accordance with applicable food information legislation.
4. Placing an Order
Orders may be placed through our website, subject to product availability and our ability to fulfil them.
When placing an order, customers are responsible for providing accurate information, including:
Their full name.
A valid email address.
The correct delivery address or collection details.
Any additional information reasonably required to fulfil the order.
An order submitted through our website constitutes an offer to purchase the selected goods.
A contract is formed when we expressly accept the order, normally by sending an order acceptance or confirmation email.
An automated acknowledgement of receipt does not necessarily mean that the order has been accepted.
If we are unable to accept an order because of stock availability, production capacity, an obvious pricing error or another legitimate reason, we will inform the customer and refund any payment received for that order.
Customers will receive confirmation of their accepted order in a format they can retain.
5. Prices and Payments
All prices displayed on our website are stated in pounds sterling (GBP).
Prices include applicable taxes, where relevant, unless otherwise clearly indicated.
Delivery charges, where applicable, will be displayed before the customer completes their purchase.
Payment must be made using one of the payment methods offered at checkout.
We reserve the right to change product prices at any time. However, changes will not affect orders that have already been accepted, except where the customer expressly agrees otherwise.
Products will not be dispatched or released for collection until the required payment has been received, unless we have specifically agreed on another payment arrangement.
6. Baking, Preparation and Availability
As a small independent bakery, our products are prepared in limited quantities, and our production schedule may vary.
Our baking days and order availability will depend upon demand, ingredient availability and existing commitments.
Where an estimated preparation or dispatch time is stated, we will make reasonable efforts to meet it.
If an unexpected issue prevents us from fulfilling an order within the agreed timeframe, we will contact the customer to discuss appropriate alternatives, including a revised date or cancellation and refund where applicable.
We may temporarily suspend ordering or limit availability during particularly busy periods or unforeseen circumstances.
7. Delivery and Postage
The Prancing Pony Bakery offers postal delivery to eligible addresses within the delivery areas specified on our website.
Orders are packaged with care to reduce the risk of damage during transit.
Delivery charges and available shipping methods will be stated before payment.
Dispatch and delivery estimates are not guarantees unless a specific delivery deadline has been expressly agreed.
We will deliver goods within the agreed period or, where no period has been agreed, within the timeframe required by applicable consumer law.
Customers must ensure their delivery address is accurate and complete.
If an incorrect address supplied by the customer results in additional delivery charges or an unsuccessful delivery, we may ask the customer to pay reasonable additional costs for re-delivery.
We remain responsible for goods during delivery until they come into the physical possession of the customer or a person identified by the customer to receive them, subject to the applicable legal rules.
If an order is lost, damaged or significantly delayed, customers should contact us so we can investigate and provide an appropriate remedy.
Nothing in this section limits our legal responsibility for the delivery of goods or a customer's statutory rights.
8. Local Collection
Where available, customers may select local collection as an alternative to postal delivery.
Collection arrangements, including the location and available collection times, will be communicated after ordering.
Customers are asked to arrive within the agreed collection period or contact us in advance if they are unable to attend.
If an order cannot be collected at the arranged time, we will endeavour to agree an alternative collection time where reasonably possible.
Due to the nature of fresh food products, prolonged delays in collection may affect their remaining shelf life.
Any cancellation or refund rights relating to an uncollected order will be determined in accordance with the law and the type of product purchased.
9. Cancellations and Changes to Orders
If a customer wishes to cancel or amend an order, we ask that they contact us as soon as possible.
We will endeavour to accommodate reasonable changes before preparation or dispatch.
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, certain goods may be exempt from the usual 14-day cancellation right. These include goods liable to deteriorate or expire rapidly and goods made to the consumer's specifications or clearly personalised.
The exemption will apply only where the particular product and circumstances meet the legal requirements. The fact that an ordinary product is baked or prepared following an order does not automatically remove cancellation rights.
For goods that are not exempt, customers generally have the right to cancel within 14 days after receiving the goods, without providing a reason.
The cancellation period ends 14 days after the day on which the customer, or a person nominated by them, receives the goods. Where a single order is delivered in separate consignments, the period generally begins after receipt of the final item.
For qualifying cancellations, customers should notify us by email or another clear written statement before the cancellation period expires. A model cancellation form is provided at the end of these Terms and Conditions.
10. Returns and Refunds
We want every customer to be satisfied with their purchase.
If an order arrives damaged, contains incorrect products, is unsafe or otherwise fails to meet the requirements of the Consumer Rights Act 2015, customers are entitled to the remedies provided by law.
Depending on the circumstances, these may include a replacement, refund or another appropriate remedy.
Damaged or incorrect goods
If there is a problem with an order, please contact us as soon as reasonably possible, explaining the issue and supplying the order number.
Photographs of damaged products or packaging are helpful when investigating complaints, but are not a condition of exercising statutory rights.
Change-of-mind returns
Some food products may be exempt from the statutory cancellation right because they deteriorate or expire rapidly.
Other products, including qualifying non-perishable goods, may be returned in accordance with the statutory 14-day cancellation rules.
The right to cancel may also cease for certain sealed goods that are unsuitable for return for health protection or hygiene reasons once they have been unsealed after delivery.
Where the statutory cancellation right applies:
Customers must inform us within the applicable cancellation period.
Goods must normally be returned within 14 days of notifying us of cancellation.
Customers may be responsible for direct return postage costs where this has been communicated before purchase.
We will refund the applicable purchase price and any standard outward delivery costs required by law.
Refunds will be processed within the statutory timeframe, using the original payment method unless otherwise agreed.
For goods being returned, we may withhold reimbursement until we receive the goods or evidence that they have been sent back, whichever occurs first.
Where goods are faulty, incorrectly supplied or otherwise do not conform to the contract, we will meet our legal obligations, including any applicable return costs.
Nothing in these Terms and Conditions removes or restricts a customer's statutory rights.
11. Damaged Biscuits and Broken Products
Although every effort is made to package our biscuits securely, their delicate handmade nature means that occasional minor breakages may occur.
We use protective packaging intended to reduce movement and damage during transit.
If biscuits arrive substantially broken, crushed or otherwise damaged beyond what a customer could reasonably expect, we ask that the customer contact us.
We will assess the issue fairly and offer an appropriate remedy in accordance with consumer law.
We do not exclude liability for damage occurring before the goods have been delivered to the customer.
12. Storage, Freshness and Shelf Life
Every food product will be supplied with appropriate storage instructions and date marking, where required.
Customers should follow the instructions provided on the packaging.
For biscuits, this may include keeping the product in a cool, dry place, away from heat, moisture and direct sunlight.
For preserves, customers should follow the specific storage instructions on the jar, including any refrigeration requirements after opening.
Shelf life may vary between products.
Customers should not consume products after any applicable use-by date and should follow the stated storage guidance to maintain safety and quality.
The Prancing Pony Bakery is responsible for ensuring that products are safe, correctly described and appropriately labelled when supplied.
13. Offers, Promotions and Discounts
From time to time, we may offer promotional discounts, seasonal deals, special collections or limited-edition products.
Any specific conditions associated with a promotion will be explained at the time the offer is advertised.
Promotions may be subject to availability and clearly stated expiry dates.
Discount codes cannot be exchanged for cash unless expressly stated.
We reserve the right to withdraw or modify future promotions, provided this does not unfairly affect orders already accepted or override statutory rights.
14. Website Content and Intellectual Property
Unless otherwise indicated, the content displayed on The Prancing Pony Bakery website belongs to the bakery or is used with the appropriate permission.
This includes original written material, branding, photographs, graphics, designs and other creative content.
Visitors are welcome to browse our website for personal, non-commercial purposes.
However, our original content may not be copied, reproduced, distributed, commercially exploited or presented as belonging to another person or organisation without appropriate permission.
Customers may share links to our website and publicly available social media content, provided this is done lawfully and without misrepresenting our business.
15. Website Availability and Accuracy
We aim to keep our website accurate, secure and accessible.
However, occasional technical difficulties, maintenance requirements or interruptions may occur.
We cannot guarantee uninterrupted access to the website.
We will make reasonable efforts to correct any significant errors affecting product descriptions, pricing or ordering.
Nothing in these Terms and Conditions excludes any liability that cannot legally be excluded.
16. Privacy and Personal Information
We respect our customers' privacy.
Personal information supplied when placing an order will be used for legitimate business purposes, including:
Processing and fulfilling orders.
Arranging delivery or collection.
Providing customer service.
Maintaining required business and transaction records.
Complying with applicable legal obligations.
Personal data will be handled in accordance with applicable UK data protection legislation, including the UK General Data Protection Regulation and Data Protection Act 2018.
Where we offer newsletters or marketing communications, these will be sent in accordance with applicable marketing and privacy laws.
Further details of how personal information is collected, stored, used and protected are provided in our separate Privacy Policy.
17. Customer Conduct
We kindly ask all visitors and customers to use our website responsibly and communicate respectfully.
Customers must not:
Use the website for unlawful or fraudulent purposes.
Deliberately provide false information.
Attempt to interfere with website security or functionality.
Misuse our branding, photographs or original content.
Engage in threatening, abusive or harassing behaviour towards anyone associated with the bakery.
We may refuse future orders or restrict access to our services where there is a legitimate reason to do so, subject to applicable consumer and equality laws.
Existing contractual obligations and statutory rights will remain unaffected.
18. Events Outside Our Control
Occasionally, circumstances beyond our reasonable control may affect our ability to fulfil an order.
These may include severe weather, postal disruption, power failures, supply shortages or other unforeseen events.
If such circumstances arise, we will take reasonable steps to minimise disruption and inform affected customers.
Where a delivery or order cannot be fulfilled within the timeframe required by law, customers will retain their applicable cancellation and refund rights.
19. Complaints and Customer Service
We take customer satisfaction seriously and welcome feedback.
If you have a complaint, concern or question about an order, please contact us using the details below.
Email: hello@prancingponybakery.com
Please include your order number, a description of your concern and any relevant supporting information.
We will investigate complaints fairly and aim to provide a response within a reasonable timeframe.
Where a problem is identified, we will endeavour to resolve it promptly and in accordance with applicable consumer law.
20. Changes to These Terms and Conditions
We may update these Terms and Conditions from time to time to reflect changes in our business operations, website functionality or legal requirements.
The date of the most recent update will be displayed at the top of this page.
Changes will ordinarily apply to orders placed after the revised terms take effect.
The Terms and Conditions applicable to an accepted order will not be changed retrospectively without an appropriate legal basis or agreement.
21. Governing Law
These Terms and Conditions are governed by the laws of England and Wales.
Any disputes will be subject to the jurisdiction of the appropriate courts, without restricting any mandatory rights customers may have to bring proceedings in other parts of the United Kingdom.
Nothing in these Terms and Conditions affects rights or protections that cannot lawfully be excluded or limited.
© 2026 The Prancing Pony Bakery. All rights reserved.