Policies
Deposits
- We require a 50% non-refundable deposit for all orders and this is due a minimum of one week prior to the pick up date or at the time of ordering.
- Due to being a small shop, we can only take so many orders per weekend. If an order is cancelled, your deposit is non-refundable and non-transferable. If a party date changes due to illness/emergency/etc. - we may be able to transfer your entire order to a future date without the loss of your deposit (48hrs notice or more is ideal). Changes cannot be guaranteed.
Refunds / Exchanges
- Due to the time consuming, handcrafted nature of our products, we are unable to provide refunds or exchanges for custom orders.
- Once you or a designated party has picked up an order, it is considered "accepted" – we will ask to make sure that everything is correct such as the design, spelling, etc. Refunds requested due to decorating style, writing, color shade, or general design will not be honored after pick up. In some instances you may bring the cake back in for design adjustments but this is an additional charge.
- All products are the responsibility of the customer once it leaves our shop. We are not responsible for any damage occurring to the cake during transport, set-up or any time thereafter. You will be given instructions on how to carry, transport, and store your cake upon pick up. Keep in mind that cakes are fragile and damages can happen if not handled properly – such as cracks, smudges, melted frosting, etc. We only give refunds in accordance with refund policies stated below.
- Cake flavor and texture is subjective. Full refunds requested due to flavor or texture after the cake has been accepted and picked up will not be honored. You may qualify for a percentage of a store credit if at least 75% of the product is brought back and the quality of the cake flavor or texture is determined to not meet our standards. Products must be brought back to us within a timely manner, preferably within 3 days (as we are closed Sundays and Mondays) - please call or email us promptly to let us know of the issue. Quality determination is solely at the discretion of Simple Sweets Bakery. Please understand that we cannot issue refunds for cakes that have already been completely eaten. *Store credit percents are based on how quickly the cake is returned, how much has been consumed, and what we determine the quality to be. Store credits of any kind will not be issued to customers who do not contact us within 72 hours.
The following scenario is the only instance when we will provide a refund:
Issues that will NOT be considered for refund include:
– If you give no, or only partial, design and decoration instructions during ordering then say you don’t like the design. If you give no instructions, then our designers will choose their own design. You have 100% control of your design DURING ORDERING, but if you don’t specify, we will decorate it according to our designs. This will not be a valid reason for return/refund.
- If you dropped the product.
- If the product was improperly stored.
- If the product was not served as per our instructions.
- Choosing a flavor that you don’t like, or not specifying a flavor.
- Choosing a design that you don’t like.
- Purchasing a larger cake then you needed.
- VERY IMPORTANT! CAKES PICKED UP EARLY, MEANING NOT BEING PICKED UP ON THE SAME DAY THAT THEY WILL BE EATEN, WILL NOT BE CONSIDERED FOR REFUND, NO MATTER WHAT THE ISSUE/. THERE ARE TOO MANY STORAGE VARIABLES THAT CAN GO WRONG THAT WE CANNOT BE HELD RESPONSIBLE FOR.
- If you come to our store for pick up or if upon delivery the cake does not meet your expectations, we will give you a refund (minus 25% handling/cancellation fee). This refund will be given as a store credit (no cash/money refunds will be given) NOTE: If we give you a refund, you CANNOT keep the cake. You can only get the refund if you refuse to “accept” the cake. We will NOT negotiate a partial refund if you keep the cake. This is a “take it, or leave it” policy. We are not responsible for any expense you may incur for replacing our cake.
Issues that will NOT be considered for refund include:
– If you give no, or only partial, design and decoration instructions during ordering then say you don’t like the design. If you give no instructions, then our designers will choose their own design. You have 100% control of your design DURING ORDERING, but if you don’t specify, we will decorate it according to our designs. This will not be a valid reason for return/refund.
- If you dropped the product.
- If the product was improperly stored.
- If the product was not served as per our instructions.
- Choosing a flavor that you don’t like, or not specifying a flavor.
- Choosing a design that you don’t like.
- Purchasing a larger cake then you needed.
- VERY IMPORTANT! CAKES PICKED UP EARLY, MEANING NOT BEING PICKED UP ON THE SAME DAY THAT THEY WILL BE EATEN, WILL NOT BE CONSIDERED FOR REFUND, NO MATTER WHAT THE ISSUE/. THERE ARE TOO MANY STORAGE VARIABLES THAT CAN GO WRONG THAT WE CANNOT BE HELD RESPONSIBLE FOR.
Guarantee / Disclaimer
- We do all that we can to make sure that your order is decorated to the specification on your written order form. Upon pick-up of your cake, adjustments can be made for an additional charge if it was not stated on your original order. If for some reason something is not decorated correctly as stated on your order, we will make necessary changes right away at no additional charge.
- Every order is hand-made. Decorative finishes are done by hand and are subject to the artistic interpretation of our expert cake decorators. You may provide us with a photograph for inspiration and duplication; however, we make no claims for exact duplication of the work done by other cake decorators.
DUE TO THE PERISHABLE NATURE OF OUR PRODUCTS IF A COMPLAINT IS NOT FILED IMMEDIATELY AND THE PRODUCT NOT RETURNED THE SAME DAY OR WITHIN 3 DAYS, THE ITEM WILL NOT BE CONSIDERED FOR RETURN/REFUND.
