Refund policy

Last updated: October 6, 2026

At Hunky Chunky, every cookie is hand-baked in small batches and shipped fresh to your door. We stand behind every order. This policy explains when we reship, when we refund, and how to raise a problem.

PERISHABLE FOOD POLICY

Hunky Chunky cookies are perishable food products. For food safety reasons, we do not accept physical returns of delivered cookies. This is consistent with industry standards for fresh-baked goods and applies to all orders.

We do, however, stand behind every order we ship. The sections below describe how we handle problems.

HOW TO RAISE A CLAIM

Email hello@hunkychunky.com, or use the form on our Contact page, with your order number, a brief description of the problem, and photographs showing:

The outer shipping box, including any damage to the box itself.
The inner packaging as you found it.
The affected cookies, in their wrappers where possible.

Photographs must be taken as the order was delivered and before anything is thrown away or unwrapped further. We cannot assess a claim without them, because the photographs are how we tell a transit problem from a storage one, and how we raise a claim with the carrier.

Claims relating to damage, quality or a wrong order must reach us within 7 days of delivery. Lost parcels are handled separately and are not subject to this window; see Lost parcels and delivery disputes below.

A real person reads every claim and replies personally.

WHEN WE RESHIP OR REFUND

We will provide a free reship or a refund where:

Cookies arrive crushed, broken, or melted out of shape such that the cookie is structurally compromised.
The wrong items were shipped, including an incorrect flavour, missing items, or a partial fulfilment.
A cookie is inedible on arrival because it is raw, burnt, spoiled, or contains a foreign object.
The parcel arrives more than 5 business days after the expected delivery date shown in your tracking.
The parcel is lost in transit, as described below.

We will tell you, within a reasonable time of reviewing your photographs, what we are able to do.

WHAT DOES NOT QUALIFY

The following are normal characteristics of fresh-baked, individually wrapped cookies in transit and do not qualify for reship or refund:

Chocolate transferred onto the inside of the wrapper.
Bloom, the pale streaks or crystals that form on chocolate when it warms and cools.
Slight settling, shape variation, surface cracking or texture differences. Our cookies are handcrafted in small batches and natural variation is expected.
Cookies that soften in transit and return to normal texture once stored as directed.
Condensation inside the wrapper.
Cookies stored outside the directions on the package, or eaten after the freshness window described on the product page.
Flavour preference. We describe each flavour carefully on its product page, but taste is personal and is not grounds for a refund.

Chocolate-containing flavours are particularly prone to these cosmetic effects, especially in warmer months. They do not affect freshness, flavour or food safety.

LOST PARCELS AND DELIVERY DISPUTES

If your tracking does not show delivery and the parcel cannot be located, contact us and we will open an investigation with UPS. If the parcel is not found within a reasonable investigation window, we will reship or refund.

If your tracking shows the parcel as delivered but you cannot find it, this is a different situation. Please check around the delivery location and with neighbours or building management, then contact UPS directly at 1-800-742-5877 to report it, and let us know so we can document it. Hunky Chunky is not liable for parcels the carrier has confirmed as delivered, but we will work with you and with UPS in good faith to reach a resolution.

DELAYS OUTSIDE OUR CONTROL

Delivery estimates are estimates, not guarantees. We are not liable for delays caused by the carrier, weather, natural disaster, or other events outside our control.

That said, if an extended delay causes your cookies to arrive unusable, we will treat it as a damage claim under the sections above rather than leave you with a box you cannot eat.

RESHIPS AND REFUNDS

Our usual response to a qualifying claim is a free reship of the affected items, because most customers would rather have the cookies than the money. If you would prefer a refund, tell us in your message and we will accommodate that wherever we reasonably can. Where a reship is not practical, we refund.

We do not require return of the original product. Please dispose of affected cookies safely once you have photographed them.

REFUND TIMING

Approved refunds are issued to the original payment method within 10 business days. Your bank or card issuer may take additional time to post the refund, and we have no control over bank-side processing once the refund has left us. If more than 15 business days have passed since we approved your refund and it has not reached you, contact hello@hunkychunky.com.

ORDER CANCELLATIONS

You may cancel an unshipped order at any time before it ships. Email hello@hunkychunky.com with your order number as soon as possible. We bake to order and most orders ship within 2 business days, so cancellation requests may not be possible once baking has begun.

Once an order has shipped, it cannot be cancelled.

ORDER MODIFICATIONS

Changes to a placed order, such as flavour swaps, address corrections or quantity adjustments, must be requested before the order ships. Email hello@hunkychunky.com as soon as possible after ordering.

We cannot modify orders that have already shipped.

CUSTOMER-CAUSED ADDRESS ERRORS

If your order is shipped to an address you provided that turns out to be incorrect, additional shipping fees may apply for reshipment. We will confirm with you before reshipping.

If we made an error on the shipping address, we will reship at no cost to you.

SUBSCRIPTION ORDERS

Subscribers can pause, skip or cancel any future delivery from their customer account at any time. There is no cancellation fee.

To request a refund for a subscription order that has been charged but has not yet shipped, contact hello@hunkychunky.com as soon as possible.

We do not refund subscription deliveries that have already shipped, except under the conditions described in When we reship or refund above.

REPEATED CLAIMS

We reserve the right to require additional documentation, to decline a claim, to refuse future orders, or to cancel pending orders where a claim is inconsistent with our shipping and quality records, where claims are repeated in a pattern we cannot reconcile with those records, or where we have other reasonable concerns. Where we cancel an order on these grounds, we refund it in full.

EUROPEAN UNION 14 DAY COOLING-OFF PERIOD

Hunky Chunky does not currently ship to addresses in the European Union, the United Kingdom, or the European Economic Area. If we begin offering EU, UK or EEA shipping in the future, the statutory 14-day right of withdrawal will apply to non-perishable goods only. Cookies and other perishable food items are exempt from the right of withdrawal under EU consumer law.

QUESTIONS

For return, refund and order-related questions, email hello@hunkychunky.com or use the form on our Contact page. For legal and compliance matters, email legal@hunkychunky.com.