Refund policy
Fresh Product
Many of our products are prepared fresh with fresh, raw ingredients. We prepare our food with the highest quality standards, taking great pride in all of our offerings. Returns for this nature of prepared food product is not generally possible. Therefore, once a product has been opened, or partially consumed in shop, or once it has left our shop it cannot be returned or repurposed.
A refund or credit can only be issued if the product is unsuitable to consume, spoiled at the time of purchase, ineffectively packaged, or not created and designed to a previously agreed specification.
We cannot reuse or repurpose any returned product, but we may ask for any contentious product to be brought in to verify the quality or claim of the state of a product.
Spoilage
If a product has been sold that is spoiled, incorrectly prepared or packaged, or unfit to eat we can provide an appropriate refund (in the same manner that payment was received), or in-store credit.
We retain the right to determine the suitability of the product for sale based on our expertise and standards; according to appropriate, local health and safety standards.
Please consult our staff for the best way to store and hold any product that we provide to ensure maintaining the highest possible quality.
Timeframe
Any request for a refund or credit based on a spoiled food product, or a designed product that does not meet specifications as agreed upon must be made within a reasonable time-frame from the point of purchase:
Any product that is claimed to be spoiled, moldy, stale or damaged must be claimed within a reasonable period of time. We will not accept these claims for any product purchased more than 3 days prior. We are not responsible for how a product has been stored, packaged or further processed once it leaves our store. All products should be visually assessed by the customer and staff at the time of purchase.
Any designed product (cakes, sugar cookies, etc.) must be checked and approved by the customer and staff at the time of purchase to assure that the product has been correctly created to the agreed specifications. Any claim for an improperly decorated product must be made within 24 hours of purchase.
Consumption of a product
If 25% or more of any product has been consumed, removed or discarded we will not provide a refund or credit for any product. If we cannot verify the quality or origin of a product we cannot honour any refund or credit in replacement.
Cancellation Policy
For any ordered product we may request a deposit of 30% in order to confirm and hold your order. This is required for any Custom Order, or large Cake Order. This deposit is non-refundable.
Cancellations are required at the earliest possible time to ensure control over production management and costs. We require a minimum of one week’s notice on any Custom Order cancellation. Failure to do so will forfeit any deposit or payment made towards this order. At this time we may have incurred ingredient and staff costs associated with this order.
Complaints
If you have a complaint or would like to address an issue with any of our products, service, staff of our shop please contact us directly:
416-425-2895
or in shop, directly with one of our staff.
We will hear your concern, and do our immediate best to assess and address the issue at hand; attempting to provide the highest level of service and satisfaction where there has been any perceived disappointment.
We will not respond to, or guarantee any refund or credit compensation in response to public online postings or reviews.