Refund & Cancellation Policy

Dobbo bakes to order, in fixed slots, from one oven. That shapes this whole policy: once we have started baking for your slot, your cookies exist and cannot be un-baked.

Cancelling before the cutoff

Every slot closes two hours before it begins. Up until that cutoff you can cancel your order yourself from your account page and get a full refund, no reason needed.

After the cutoff

Once the cutoff passes, the order is locked and cannot be cancelled, because your cookies are being made. If something has genuinely gone wrong, contact us and we will do what we can.

If Dobbo cancels

If we cannot make your order — illness, a power cut, a failed batch, or a mistake on our side — we will contact you, and you choose:

• a full refund, or
• the same order moved to another slot.

Orders not collected at the gate

Gate pickups are held for 30 minutes after the end of your pickup window. For the 12 pm and 3 pm slots, you can still collect until 5:30 pm the same day if you tell us you are coming. An order that is never collected is not refunded — it was baked for you.

If something is wrong with your order

Tell us the same day, with a photo if you can. If we got it wrong, we will refund that item or replace it in the next slot — your choice.

How refunds are paid

Refunds go back to the method you paid with, through our payment gateway. We start the refund as soon as it is agreed; how quickly it appears then depends on your bank.

Contact

Email eatdobbo@gmail.com or call us — our number is on the Contact page.