Refunds, Replacements & Cancellations
At Porter Abbot Mill & Hearth, we take great care in preparing every order. Our breads, muffins, fresh-milled flour, and other foods are produced in small batches, and many items are made specifically for each week’s orders.
We want you to be pleased with your purchase. Please review the following policy before placing an order.
Food Products Cannot Be Returned
For food safety reasons, we cannot accept the return of food products after they have been picked up or delivered.
All food sales are therefore final except when an order is incorrect, incomplete, damaged, spoiled, or does not reasonably meet our stated quality standards.
Please do not attempt to return food to a pickup location or delivery driver unless Porter Abbot has specifically asked you to do so.
Problems With an Order
Please contact us promptly if:
- You received the wrong product.
- An item you paid for is missing.
- A product was damaged during delivery.
- A product appears spoiled or unsafe when received.
- There is another significant quality problem with the product.
For baked goods and fresh-milled flour, please notify us within 24 hours of pickup or delivery. This allows us to evaluate the issue while the product is still fresh.
Email welcome@porterabbot.com and include:
- Your name and order number
- The product involved
- A brief description of the problem
- A photograph, when the problem is visible
Please retain the product and its packaging until we have responded, as we may need additional information to understand what occurred.
How We Will Resolve a Problem
When Porter Abbot is responsible for an incorrect, missing, damaged, spoiled, or materially defective product, we will provide an appropriate resolution. Depending on the circumstances and product availability, this may include:
- Replacing the affected product
- Applying a credit toward a future order
- Refunding the price paid for the affected product
We may not be able to provide the same product as a replacement if it was part of a limited weekly bake or is no longer available.
Refunds are limited to the amount paid for the affected product and will ordinarily be issued to the original payment method. Processing times may vary depending on the customer’s bank or payment provider.
Personal Taste and Product Variations
Because our products are handcrafted in small batches using freshly milled whole grains, some natural variation in shape, color, crust, crumb, texture, and flavor should be expected.
Refunds are not ordinarily provided because a customer dislikes a product, prefers a different texture or flavor, or changes their mind after receiving an order. However, we still encourage customers to contact us when they have a genuine concern about product quality.
Order Changes and Cancellations
Orders may be changed or canceled before the applicable ordering deadline shown on the website, provided that production or preparation has not already begun.
After the ordering deadline—or once ingredients have been milled, mixed, prepared, or baked for the order—the order cannot normally be canceled or refunded. This is because our products are made in limited quantities based on confirmed customer orders.
To request a change or cancellation, email welcome@porterabbot.com as soon as possible. A request is not considered approved until you receive confirmation from Porter Abbot.
Missed Pickup Orders
Customers are responsible for collecting their orders during the scheduled pickup period.
Because food is prepared specifically for each order, a missed pickup does not automatically qualify for a refund. If you realize that you will miss your pickup time, contact us as soon as possible. We will make a reasonable effort to arrange another option, but later pickup or delivery cannot be guaranteed.
For food safety and quality reasons, Porter Abbot may be unable to hold certain products beyond their intended pickup period.
Delivery Problems
Customers are responsible for providing a complete and accurate delivery address, delivery instructions, and contact information.
Please contact us promptly if an order is marked as delivered but cannot be located. We will review the available delivery information and determine what resolution, if any, is appropriate.
Porter Abbot is not responsible for loss, damage, or deterioration that occurs after an order has been delivered to the address or location specified by the customer.
Discounts and Promotional Items
Products purchased with a discount or promotional offer are covered by the same policy. Any approved refund will be based on the amount actually paid for the affected product.
Complimentary products and free promotional items do not have a cash refund value.
Contact Us
Questions or concerns regarding an order, refund, replacement, or cancellation may be sent to:
Porter Abbot Mill & Hearth
Email: welcome@porterabbot.com
Please include your name and order number so that we can assist you efficiently.