Refund and Returns Policy

At Sucré, we take pride in delivering cakes crafted with care and quality. Due to the nature of our custom-made products, we have specific policies regarding refunds and returns:

1. Order Modifications and Cancellations

• Custom Cakes: Cancellations must be requested no later than 30 days before the scheduled delivery or pickup date to receive a partial refund. A 50% non-refundable deposit applies to all custom cakes once confirmed. Orders canceled within 30 days of the event are ineligible for refunds.
• Ready-Made Pastries and Standard Orders: For ready-made cakes and pastries, we accept cancellations up to 7 days before the scheduled delivery or pickup date for a full refund.

2. Refunds

• Custom Orders: Refunds for custom cakes are rare due to the personalized nature of our work. However, if an error is made on our part (e.g., incorrect design details as per the agreed contract), we will address the issue and may offer a partial refund or store credit.
  • Refunds will only be issued in cases of missing items or incorrect products that do not align with the agreed contract specifications. Requests must include documented proof such as order forms, email communication specifying the correct items, and photographs of the item in question.
  • Refunds are limited to the specific cost of the missing or incorrect item and will not cover subjective preferences or minor design modifications necessary for the integrity of the product.
• Standard Orders: If your order does not meet the quality expected (e.g., damaged in transit), please reach out within 1 hour of pickup or delivery with photos. Complaints received after this period will not be eligible for refund or replacement due to the perishable nature of our products.

3. Returns and Exchanges

Due to health and safety guidelines, we cannot accept returns on any perishable items. If you have concerns regarding your order, please contact us immediately upon receiving it.

4. Delivery Concerns

If your order is delayed beyond the agreed delivery window due to an error on our part, we may offer compensation through a partial refund or discount on future purchases. Sucré uses third-party delivery services, and any refund or adjustment related to delivery issues may be managed by the third-party provider. Sucré cannot guarantee refunds for delays or issues outside of its control once the item has left its premises.

5. Force Majeure and Traffic Delays

Sucré is not liable for delays or failure to deliver due to events beyond our control, including but not limited to severe weather, natural disasters, public health emergencies, local restrictions, road closures, or traffic congestion. Traffic delays or force majeure events will not constitute grounds for a refund or discount. We make every effort to communicate any unexpected delays to ensure a positive experience.

6. Non-Edible Decorations and Allergen Disclaimer

• Non-Edible Decorations: The Client is responsible for removing all non-edible decorations before consumption. Sucré disclaims any liability for injuries or allergic reactions resulting from non-edible decorations, including but not limited to sugar flowers, pressed lettering, icing sheets, and support structures such as wires, rods, and dowels.
• Allergen Disclaimer: Sucré operates in a facility that is not nut-free or gluten-free, and cross-contamination is possible. The Client is responsible for informing their guests about potential allergens. Sucré cannot be held liable for allergic reactions or health issues related to the consumption of its products.

7. Client-Provided Materials

Sucré may accommodate requests to incorporate client-provided materials, such as toppers or candles, into the cake design. However:

• Sucré is not liable for any issues arising from the use of client-provided or third-party materials.
• All client-provided materials must be submitted for pre-approval at least 14 days before the event.

8. Rental Items

Late returns of rental items will incur a $25 daily late fee, with a minimum $100 replacement fee, up to the full replacement cost for damaged or unreturned items. All rental items must be returned within seven days from delivery.

9. Limitation of Liability

Sucré’s maximum liability for any claim, loss, damage, or expense of any kind is limited to the total amount paid by the Client for the product. Sucré is not liable for any indirect, special, incidental, consequential, or punitive damages, including but not limited to loss of profits, revenue, data, or use, even if advised of the possibility of such damages.

10. Severability

If any provision of this policy is determined to be illegal, invalid, or unenforceable, the enforceability of the remaining provisions shall not be affected or impaired. The invalid provision will be replaced with a mutually acceptable provision that most closely reflects the intent of the original.

11. Jurisdiction and Governing Law

This policy and any disputes arising out of it shall be governed by and construed in accordance with the laws of the Province of Ontario and the laws of Canada applicable therein. The parties agree to the exclusive jurisdiction of the courts of the Province of Ontario for resolving disputes related to this policy.

12. How to Request a Refund or Report an Issue

Contact Us: Please email [email protected] with your order details, photos (if applicable), and a description of the issue. Our team will respond within 1–2 business days to address your concerns. Our team will review each case based on supporting documentation and order specifications. Sucré’s decision on the resolution will be final and binding to ensure fair consideration and consistency with our quality standards.

13. Exceptions

We reserve the right to refuse refunds or exchanges in cases where dissatisfaction stems from personal preferences that do not align with the details confirmed in the order contract. Additionally, we reserve the right to refuse refunds for design adjustments made at Sucré’s discretion to ensure structural stability and aesthetic quality. Minor changes in color or design elements may occur as part of the creative process, and clients agree to these modifications as part of the final product.

For full details on order terms, please refer to our Cake Contract. By placing an order with Sucré, you agree to these policies, ensuring that every order is crafted to delight with quality and care.