Refund policy

Due to the tedious, handcrafted nature of our products, we are unable to provide refunds or exchange custom cakes, pastries, and other food items.

Once a cake has been picked up by you or a designated party it is considered "accepted" – we will ask to make sure that everything is correct such as the design, spelling, etc.

All products are the responsibility of the customer once it leaves our shop. Refunds requested due to decorating style, color shade or general decoration design will not be honored. We are not responsible for any damage occurring to the cake during transport, set-up or any time thereafter. You will be given instructions on how to carry, transport, and store your cake upon pick up. Keep in mind that cakes are very fragile, and damages can happen if not handled properly – such as cracks, smudges, melted frosting, etc. We only give refunds in accordance with refund policies stated below. With less notice, we can reschedule your order (depending on availability) however you may incur an extra charge to re-bake the cake/recreate the elements on the cake.

Cake flavor and texture is subjective. Refunds requested due to flavor or texture after cake has been accepted and picked up will not be honored. You may qualify for a store credit if the product is brought back to us and the quality of the cake flavor or texture is determined not to 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 Patisserie Fleur. Please understand that we cannot issue refunds for cakes that have already been completely eaten. *Store credits 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.

DEPOSITS ARE NON-REFUNDABLE. If you cancel a cake order before we have a chance to deliver it to you, there is NO Refund. If you pre-paid in full, or placed a partial deposit, you will NOT get a refund if you cancel your order before we have a chance to deliver it to you.

NOTE: If we give you a refund, you CANNOT keep the cake. You only get the refund if you refuse to “accept” the cake. We will NOT negotiate a partial refund if you keep the cake. This is a “take it or leave it” policy.

Refunds will not be given under any other circumstances.

Orders not picked up by the specified date will not be refunded and products will not be kept. 

Cancellations
If you require pick up for a later date, there is no additional cost if advance notice is given, before production. We reserve the right to only refund partially if your cake is already in production.

Delivery Orders
As soon as an order is placed, the cancellation fee is $5 and date changes must be made at least 24 hours in advance (additional charges will apply). For date changes made in under 24 hours, another delivery fee is required. For cancellations after 4pm the day prior to the delivery, the delivery fee will not be refunded.