The Buttercream Factory (Bakery)

Effective Date: November 6, 2025

This policy governs order timelines, payments, liability, refunds, and cancellations for custom and perishable baked goods purchased from The Buttercream Factory.

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1. Perishable Goods and Quality Disclaimer

A. NO RETURNS ON PERISHABLE GOODS: Due to the perishable nature of our products, all sales are final. We do not accept returns or exchanges once an item has been picked up or delivered.

B. Handling, Setup, and Environment Liability:

• The Buttercream Factory is not responsible for any damage to desserts after setup and delivery is complete.

• The customer is responsible for providing an appropriate and secure table and environment for the desserts.

• Optimal Environment: For large cakes, the placement area must be sturdy, level, and maintained at an optimal room temperature of 70 degrees Fahrenheit or below. Extreme heat, direct sunlight, or vibration can cause irreparable damage (e.g., melting, collapsing), for which we are not liable.

C. Pickup Liability: If you or your representative elect to pick up the cake or dessert, you assume all liability and responsibility for the condition of the item once it leaves The Buttercream Factory's possession.

D. Aesthetic Disclaimer: Minor variations in color, design, and decoration may occur, as our products are handmade. These minor variations are not considered a defect and do not qualify for a refund or replacement.

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2. Retainer, Payment, and Final Changes

This section governs the financial and modification rules for confirmed event orders.

A. Non-Refundable Retainer: Your initial retainer fee (if applicable, per your invoice/contract) is required to formally reserve your event date and is non-refundable under any circumstances.

B. Final Payment Deadline: The full balance must be received by the due date indicated on your official invoice or contract to fulfill your order request. If full payment is not submitted by this due date, the invoice/contract will be considered null and void, and the non-refundable retainer fee will be forfeited.

C. Late Payment Fee: If the final payment is not received by the deadline outlined in the invoice/contract, a late fee of [Insert Percentage, e.g., 10%] of the outstanding balance will be immediately assessed. We reserve the right to cancel the contract (per Section 2.B) if payment, including the assessed late fee, is not received within 48 hours of the original due date.

D. Final Order Changes: The due date of your final payment is the last date for submitting any changes to the order's size, style, or flavors. Any changes requested after this deadline cannot be guaranteed and may be subject to additional fees based on complexity and ingredient requirements. Exceptions are made solely at the owner's discretion.

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3. Ordering & Fulfillment Timeline

This section outlines the mandatory advance notice required for production.

A. Standard Order Lead Time (Minimum Notice):

• Custom Cakes & Large Orders (Local Pickup/Delivery): Require a minimum of 7 full days' advance notice.

• Shipped Orders (See Section 7): Must be placed at least 14 days prior to the event date to allow time to gather ingredients, prepare, and ship overnight.

• Standard Items (Cupcakes, Simple Cookies): Require a minimum of 48 hours' advance notice.

• Your order is not confirmed until payment is processed and you receive a confirmation email.

B. Rush Order Policy (Expedited Production): Orders placed outside of the Standard Order Lead Time may be accommodated based on our current baking capacity and at our sole discretion.

• Rush Fees: Fees will be assessed for rush orders and are based on the quantity and complexity of the order, determined prior to acceptance.

• No Modifications: Rush orders cannot be cancelled or modified under any circumstances once placed.

C. Holiday and Peak Season Orders: For major holidays, custom orders require extended notice, typically 14 days. We reserve the right to close order acceptance entirely once production capacity for these dates is reached.

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4. Cancellation and Modification Policy

A. Event Order Cancellation (Requiring Retainer/Contract):

• Cancellations should be made as soon as possible or no later than 14 days (2 weeks) before your event date.

• Cancellations received after the balance due date (as specified on the invoice/contract) will not be subject to any refund of the total balance paid.

• For cancellations made between the 14-day mark and the balance due date, a refund or store credit may be issued for amounts paid above the non-refundable retainer, at the owner's discretion.

B. Standard Order Cancellation (Non-Event Items):

• Cancellations must be requested at least 48 hours prior to the scheduled pickup/delivery date for a full refund (less a 5% processing fee).

• Cancellations made within 48 hours of the scheduled date are non-refundable.

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5. Refunds for Our Error Only

A refund or replacement will only be considered if there is a verifiable error on the part of The Buttercream Factory, such as:

• Wrong Flavor/Product: The flavor or type of product delivered is incorrect.

• Wrong Personalization: A documented error in spelling or design that differs from the final details submitted by the customer (e.g., misspelled name).

A. Reporting Procedure for Errors: If you believe there is an error on our part, you must:

1. Notify us immediately via email at tbuttercreamfactory@mail.com within 4 hours of pickup or delivery.

2. Provide clear photographic evidence of the error.

3. The remaining unused portion of the dessert (at least 75%) must be returned to us for quality assessment.

B. Pre-Viewing and Sneak Peek Policy: To maintain an efficient production workflow and structural integrity, we do not offer pre-viewings or send photos of custom creations before the scheduled pickup or delivery time. Customer dissatisfaction based solely on the lack of a pre-view or sneak peek is not considered a qualifying error for a refund, replacement, or cancellation under this policy.

C. Remedy: If we verify the error, we will offer a correction, replacement, or a partial/full refund at our discretion. Refunds are not issued simply because a customer does not like the taste or appearance if the product was made to the agreed-upon specifications.

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6. Local Fulfillment Policy (Pickup and Local Delivery)

A. Pickup: The customer is responsible for picking up the order at the agreed-upon date and time. Orders not picked up within the designated window will be forfeited, and no refunds will be issued for abandoned orders.

B. Local Delivery: If local delivery is arranged, the customer must ensure a responsible party is available to receive the perishable goods. If nobody is available, the order will be returned to the bakery, and the customer will be charged for re-delivery.

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7. Nationwide Shipping Policy (Texas Only)

We offer shipping solely within the State of Texas for select for desserts that can withstand overnight travel.

A. Shipping Eligibility and Timely Ordering:

• Eligible Items: Only approved items (e.g., cookies, certain small cakes) are available for shipping. We do not ship tiered cakes.

• Advance Notice: Orders requiring shipping must be placed at least 14 days prior to the event date to allow sufficient time for gathering ingredients and processing. Timely placing of the order is required to increase the likelihood of receiving the products in time for the event.

B. Payment and Fees:

• The full order payment and all associated shipping fees must be paid in full before the order is prepared and dispatched.

• Rush Orders: Rush shipping orders will incur an additional fee, based on the complexity and expedited shipping costs.

C. Shipping Method and Carrier Liability:

• Overnight Shipping: Items must be shipped overnight via a third-party carrier to minimize time in transit.

Carrier Risk: We will make every effort to ensure products are packaged safely and securely; however, we are not responsible for shipping delays or mishaps (including damage, melting, or loss) once the items leave our possession and are handled by the carrier.