Policies
Allergens
Although we can make baked goods without certain allergens in them (i.e. gluten-free, peanut free), we cannot guarantee that the baking has not come in contact with those allergens as all baking is done in the same kitchen with the same equipment and cross contamination is possible. Allergens commonly used in our bakery include:
Nuts
Eggs and Egg By-Products
Dairy Products
Wheat and Gluten
Artificial Colours
Deposits
We require a $100 non-refundable deposit for all wedding/custom orders as well as a signed copy of a cake contract to place your order. If we do not receive both the signed contract and $100 deposit, your order has not been booked. Please be advised that we do book up months in advance and we may not have your event date available.
Due to being a small bakery, 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 (1 week's notice minimum), pending our availability on the new date.
Refunds / Exchanges
Due to the intensive, 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" . Refunds requested due to decorating style, writing, color shade, or general design will not be honored after cake is picked up. If there is something wrong with the cake design when you pick it up, please let us know and if possible, we can make adjustments to the writing/design before you take it home. Additional fees will apply to any last minute design changes.
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. Keep in mind that cakes are very fragile and damages can happen if not handled properly – such as cracks, smudges, melted frosting, etc.
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 the product is brought back and the quality of the cake flavor or texture is determined to not meet our standards. Cakes must be brought back to us within a timely manner, preferably with 24 hours of pick up - please call or email us promptly to let us know of the issue. Quality determination is solely at the discretion of Sweet Relief Pastries. Please understand that we cannot issue refunds for cakes that have already been completely eaten or are not brought back to us. *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 48 hours.
Cancellation / Changes
Changes and cancellations to retail orders are accepted until 96 hours (4 days) prior to scheduled pick up time. No refunds will be provided for any payments made on the order no matter the amount - if canceled at least 96 hours in advance we will be happy to transfer any payment made on that order to another order within 3 months from that date. We will provide no other refunds reguardless the circumstances. You will be required to pay the full amount if the order is cancelled with less notice. This does not apply to orders that have contracts.
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.
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.
Flower usage - all flowers used for decoration are not edible and should be removed before consuming. Flowers are placed onto a mound of icing on top of the cake that should be removed before eating as well.
Sugar flowers contain wires, floral tape, and other items that are not edible and should be removed before consuming. Although sugar flowers are made with edible products, we do not recommend eating them.
Sweet Relief Pastries Inc. will try our best to match colours for your order, however food colouring is very volatile, and we cannot guarantee any colours.
All classic and signature cakes are made to order and may not match the exact design in our menu.