Refund policy
Tony's Bakery Satisfaction Guarantee
At Tony's Bakery, we pride ourselves on crafting fresh, delicious baked goods. Your enjoyment is our top priority! While we can't accept returns on perishable items in the traditional sense, we're committed to making sure you're delighted with your purchase.
Our Freshness Promise & How to Get Help
We guarantee the freshness and quality of our products at the time of pickup or delivery. If you have any concerns with your order, please contact us within 24 hours of receiving your item. This allows us to address any issues promptly while the product's condition can still be assessed.
To discuss an issue with your order, please contact us at bakery@tonysbrands.com. Please provide your order number and a clear description of the problem.
Issues with Your Order (Damaged, Defective, or Wrong Item)
Please inspect your order immediately upon pickup or delivery. If a pastry or baked good is damaged, defective, or if you received the wrong item, please contact us immediately (ideally within 24 hours of receipt) at bakery@tonysbrands.com.
To help us understand and resolve the issue quickly, please include:
- Your order number
- A description of the problem
- Photos of the damaged or incorrect item (this is crucial for perishable goods)
Once we receive your notification and photos, we'll evaluate the issue. If the issue is confirmed, we'll offer one of the following resolutions:
- Replacement: We'll bake and provide a replacement of the same item(s) for pickup or re-delivery (if applicable), free of charge.
- Store Credit: We'll issue a store credit for the value of the affected item(s), which you can use towards a future purchase at Tony's Bakery.
- Partial or Full Refund: In some cases, a partial or full refund for the affected item(s) to your original payment method may be offered.
Exceptions / Non-Replaceable or Non-Refundable Items
Due to the nature of our fresh products, we generally can't offer replacements or refunds for:
- Pastries or baked goods that have been consumed.
- Items that haven't been stored properly after pickup or delivery, leading to spoilage.
- Issues reported more than 24 hours after receipt, as freshness can no longer be guaranteed.
- Custom or Special Orders: Items specially prepared or personalized for you are generally final sale, unless there's a quality issue upon receipt.
- Gift Cards: Unfortunately, we can't offer refunds on gift cards.
- Sale Items: All sales on discounted items are final.
Please get in touch if you have questions or concerns about your specific item at bakery@tonysbrands.com.
Exchanges
Since our products are perishable, we don't offer traditional "exchanges" where you return an item and then order a new one. If there's an issue with your order that qualifies for resolution (as per "Issues with Your Order" above), we'll work with you to provide a replacement or store credit as appropriate.
European Union Right of Withdrawal (14-Day Cooling Off Period)
If your order is being shipped to a location within the European Union, you have the right to cancel your order within 14 days, for any reason and without justification, before the item is prepared or shipped. Once perishable items like baked goods have been prepared or dispatched, this right may be limited due to the perishable nature of the goods (as per Article 16 of the EU Consumer Rights Directive). If you wish to cancel an order within this period, please contact us immediately at bakery@tonysbrands.com.
Resolution Processing
Once we've addressed an issue (as described in "Issues with Your Order"), any agreed-upon store credit or refund will be processed promptly.
- Refunds: If a refund is approved, it will be automatically applied to your original payment method within 10 business days. Please remember it can take additional time for your bank or credit card company to process and post the refund.
- Store Credit: Store credit will be issued and communicated to you typically within 1-2 business days.
If more than 15 business days have passed since we confirmed a refund and you haven't seen it, please contact us at bakery@tonysbrands.com.
