Refund policy

Return and Refunds for Queen City Cakes

Effective Date: 17 April 2026

1. Return & Exchange Policy
We offer a 14-day exchange policy on non-food retail items. You have 14 days from the date you receive your item to request a return.

2. Eligibility for Return
To be eligible for a return, your item must be:

• In the same condition as you received it

• Unopened & unused

• In its original packaging with tags attached

• Accompanied by the receipt or proof of purchase

3. How to Initiate a Return
To start a return, please contact us at hello@queencitycakes.ca. If your return is approved, you can either ship the item back to us or bring it to our store to complete the return.

For any return-related questions, feel free to reach out to us at hello@queencitycakes.ca.

4. Damages and Issues
Please inspect your order upon receipt. If you receive a damaged or defective item, or if you were sent the wrong item, contact us immediately so we can address the issue and make it right.

5. Cake Order Confirmation & Liability
Upon confirmation of your cake order, a photograph of the completed cake will be provided to you prior to delivery or pick-up. This photograph serves as the initial opportunity for you to review the cake and notify us of any discrepancies or issues.

Prior to the cake has been accepted, whether during collection or upon delivery, any concerns regarding the order must be raised at that time. After the cake is accepted through delivery or leaves our premises by pick-up, we are no longer liable for any issues or damages related to the cake.

We encourage you to thoroughly review the cake during the acceptance process to ensure it meets your expectations. Please also listen to the handling and serving instructions from our employees, this will ensure you have the best experience.

- Cakes must be transported flat, never on a lap or seat and be kept away from high heat vents.

- Cakes must come to room temperature before consuming.

6. Cake/Custom Orders Cancellation & Refund
We understand that plans can change, and we are happy to accommodate changes within a reasonable timeframe.

- If you need to cancel your order, you must do so at least 2 business days before the required date. Cancellations made within 2 business days may not be eligible for a refund. 

- If you need to cancel your wedding order, you must do so at least 14 business days before the required date. Cancellations made within 14 business days may not be eligible for a refund. 

7. Refunds for Cake/Custom Orders
Refunds are not guaranteed and will be assessed by management, therefore it is best to email with your request and the reasons why.

- If an order is canceled within the allowed time, a refund will be processed, minus any goods already made or purchased specifically for your event (such as ingredients, custom decorations, or supplies). Please note that these items are non-refundable once they have been made or purchased in preparation for your event.

If you have any questions about the cancellation process or need further clarification, please don't hesitate to reach out to us at hello@queencitycakes.ca.

8. Afternoon Tea Cancellation & Refund Policy
At Queen City Cakes, we carefully plan and prepare each Afternoon Tea experience with limited seating and fresh, made-to-order items. As such, we kindly ask that any changes or cancellations are made in advance.

- Cancellations made more than 1 week prior to the event date will receive a full refund.

- Cancellations made less than 1 week but more than 48 hours prior to the event date will receive a 75% refund of the total payment.

- Cancellations made less than 48 hours prior to the event date are non-refundable.

We appreciate your understanding, as this allows us to reduce waste and accommodate other guests who may be on our waiting list.

9. Non-Returnable Items
Certain items are non-returnable, including:

• Perishable goods (e.g., food, flowers, or plants)

• Custom products (e.g., special orders or personalized items)

• Personal care items (e.g., beauty products)

• Hazardous materials, flammable liquids, or gases

If you're unsure whether an item qualifies, please reach out to us with any questions or concerns.

10. Note: We cannot accept returns on sale items or gift cards.

11. Exchanges
To quickly get the item you want, we recommend returning the original item. Once the return is accepted, you can place a separate order for the new item. Does not apply to perishable goods.

12. Refunds
Once we receive and inspect your return, we will notify you if the refund is approved. If approved, we will refund your original payment method. Please note that it may take some time for your bank or credit card provider to process and post the refund.

If you have any questions about the cancellation process or need further clarification, please don't hesitate to reach out to us at hello@queencitycakes.ca.