Refund and Exchange Policy

Refund/Exchange Policy:

If you are unhappy with your order and/or purchase, please notify us immediately (within 24 hours of pick-up/delivery) of your concern. The product will need to be returned to one of our locations. If deemed necessary of a refund, we will provide you with a credit for the amount returned for use towards a future purchase. All refunds will be provided as store credit unless otherwise approved by our Director.

Order Cancellation Policy:

We understand that plans can change and we will gladly assist you in making changes to your order, date and time whenever possible. We accept cancellations in store, by phone or email prior to 2pm, 2 business days (48hrs) prior to your pick-up/delivery date. All changes must be confirmed with a manager. We reserve the right to charge a cancellation fee if insufficient time is given due to costs incurred in the preparation of an order. Cancellations within 48 hours prior to the pick-up/delivery time is 100% non-refundable. Any CUSTOM or large cake orders require a minimum of one weeks notice for cancellation & we do not refund due to change of mind.

No Show Policy:

Orders that are not picked up without notice will NOT be refunded. Orders that require delivery and cannot be delivered due to customer’s wrong information or availability will be taken back to HQ Bakery and will be stored until further notice from the customer (up to 24hrs). Should you require a re-delivery/future delivery date after an attempted delivery, you will be held responsible for an additional delivery charge. Due to the nature of our business and our quality and freshness assurance, we will dispose of any cake/cupcake/baked item that is not picked up or delivered within 24 hours after the due time and you will NOT be refunded due to the above mentioned.

Refund/exchange policy is entirely up to our discretion. An alternative refund or offer to a customer may be provided under special circumstances if approved by our Director.

Please note that this Policy may be subject to modifications and change without notice.