We truly hope that all of our customers are thoroughly satisfied with their purchase (matter of fact - if you know us - you know we hate even having to have policies). We will make every attempt to make things right if for some reason you are not satisfied. In any other cases, below outlines our standard policies and procedures related to any concerns or issues that may arise. Initial deposit payments is an indication that you have read, understand, and agree to abide by all of the following:

Business Hours: We do not operate a store front and therefor do not hold formal business hours. Your scheduled pick up time is specific to allow for other individuals to also pick up. Your window includes (15) minutes starting at the time provided. Delays in pick up greater than (30) minutes are subject to additional fees of our hourly rate if not communicated in advance.

Payments: All custom orders require a 20% non-refundable retainer to book your date. Payment of this retainer is an agreement that your invoice is correct, so please read it carefully. Your remaining amount is due no later than your time of pick up or 30 days prior to delivery (if delivery is available/selected). If final payment has not been by final due date, we reserve the right to cancel your order. We do accept card and cash on site. Smaller, non-custom orders are required to be paid in full at the time of ordering.

Cancelations: Cancellations are allowed until (7) days prior to pick up date or (30) days in advance of delivery. Cancelation notification must be provided via email of original ordering format to thecarmelcakebarn@gmail.com. No refunds of retainers will be completed. Cancelations after (7) days prior to pick up date will be considered on an as able basis.

Changes in Orders: We understand that life happens, and we will make every attempt to be accommodating to this. Changes made prior to (7) days in advance will be honored and are subject to price adjustment if upgrades are made. Beyond (7) days prior, no guarantee of alteration is made.

Refund Policy: We take great pride in the artwork we create, and we hope that you do love it! All sales are final with the exception of custom orders cancelled according to our policies (outlined above). In the unlikely event you are unhappy with your order, we require that you let us know as soon as possible so that we can correct any error, and return any uneaten portion within 24 hours. Partial or full refunds are decided on a case-by-case basis, but please note that we do not provide refunds in cases where an item was prepared correctly (based upon your outlined invoice and/or prior communication) but a flavor or texture did not meet a personal preference.

We only give refunds in accordance with the stated policies below:

• Due to the tedious, handcrafted nature of our products, we are typically unable to provide refunds or exchanges related to custom orders

• Once an item leaves our premises, it is considered accepted by the client. Refunds requested due to decorating style, writing, color shade, or general design will not be honored after leaving with your cake. In some instances you may bring the cake back in for design adjustments but this is an additional charge if the cake has been signed for.

• All products are the responsibility of the client 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. If you have concerns related to how to best transport your cake, please see our FAQ section on our website. We only give refunds in accordance with refund policies stated below.

• 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 refund and/or 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 and wrapped to allow appropriate assessment of the quality of the cake, preferably within 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 The Carmel Cake Barn. Please understand that we cannot issue refunds for cakes that have already been completely eaten. *Store credit percent’s 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.

• Any abandoned orders (not picked up) will not be refunded and are subject to being resold as a flash sale/by the slice per baker’s discretion

Guarantee/Disclaimers:

We always put in our best efforts to make sure that your order is decorated to the specification on your written order invoice. If for some reason something is not decorated correctly as stated on your order, we can usually 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.

Please note that creating your order always requires a lot of details and information to avoid any possible errors. Highly detailed cakes will typically require an inspiration photo unless we are provided with full creative license. Please note that we cannot read your mind and there are a lot of chances that the design of your cake will be different than what you are expecting if not enough information is provided. We will do our best to follow up with the appropriate amount of questions but assumptions will be made. We do not take responsibility if the color of the decoration is a different shade than you had in mind. Colors are only guaranteed matched with a fabric and/or paper swatch in person at least (2) weeks in advance.

All cake supports used are made of non-toxic products. The Carmel Cake Barn is not responsible for any injuries that may occur due to failure to remove the necessary supports. The Looking Glass Bakery is not responsible for any damage the product may suffer due to the environmental conditions in which the cake or desserts are stored or displayed (location, temperature, weather, etc). An extended period without refrigeration will deteriorate the cake as well as the decorations.

All items created by The Carmel Cake Barn in the fulfillment of a formal invoice are expressly and solely owned by The Carmel Cake Barn and may be used in the reasonable course of Vendor’s business. The Carmel Cake Barn grants to client a non-exclusive license of product(s) produced with and for client for personal use only so long as client provides vendor with attribution each time client uses vendor's property. Personal use includes but is not limited to: (1) in photos on client's personal social media pages, (2) in personal creations, such as scrapbooks, and (3) in personal communications, such as newsletters or emails.

All orders are subject to these policies listed above.