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Policies

All orders will require a non-refundable deposit of 50% of the total order cost if not fully paid when ordering.
Final payment or any outstanding balance is due 24 hours before an order pick up or delivery.

 

Cancelation policy

  • In the event of a cancellation, the deposit is non-refundable and non-transferable. Should a client pay for the order in full upon ordering, only half of the total amount paid will be refundable.

  • If a party date changes due to unforeseen circumstances and the party needs a date adjustment, it will be subject to availability and approval by The Moonlight Cakery on a case-by-case.

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Any changes or date availability are not guaranteed.If orders are not picked-up during the 24 hours of the scheduled pick-up date and time will be discarded due to the short shelf life of products. The cake order is non-refundable.

  • Any order not picked up within the established pick-up date and time will be relinquished and discarded.

  • On a case-by-case basis, and with enough time provided by the client, certain exceptions apply. We cannot guarantee accommodation to changes.

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Refunds & Exchanges

  • Due to the handcrafted nature of our products, we do not provide refunds or exchanges for custom orders.

  • Once the client (or a designated party) has picked up the order, it will be an accepted and approved order by the client or designated party. We will ensure to ask 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.

  • All products are the customers’ responsibility once it leaves our premises or once we have completed delivery. Once the client removes the cake/product from our studio, we are not responsible for any damages to the cake during transport, set-up, or any time after. The client will have proper instructions on carrying, transporting, and storing the 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 by the policies explained above.

  • If the cake does not meet the reasonable expectations of our client (during pick-up time), we will give a refund (minus a 25% handling/cancellation fee). The refund is in a gift card for future use.

  • Please note: If we give a refund, the client CAN NOT keep the cake.

  • If the client does not give any decoration or inspiration design input by the date given for client approval, the order is subject to a non-refundable cancelation.

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Guarantee & Disclaimer

  • Satisfaction of our customers is the best reward. We try our hardest to ensure decorations are always on par with our customers’ written order forms.

  • If upon pick-up arrival of a cake, adjustments can be made for an additional cost if the change is not on the original order.

  • If the cake decorations are not to the standard of the written and approved order form, we will try to make necessary changes right away (IF) possible.

  • All cake orders are hand-made. Decorative finishes on all our cakes and sweets are completed by hand and are subject to the artistic interpretation of our expert cake decorators. Our clients may provide us with a photograph for inspiration. Duplication is not something we will ever approve.

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Ultimately, our customer satisfaction is of utmost importance. If you are at all concerned or not satisfied with the service provided to you, please always reach out to let us know.

 

Thank you for being a valued customer at The Moonlight Cakery.

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