Return & Refund Policy

Last updated: March 2025

At The Place, we take pride in handcrafting every cake and dessert to order. 

Due to the highly perishable and customized nature of our products, all sales are final. Please review our policy below before placing your order.

1. General

 If you have any questions, contact us at Contact@ThePlaceToronto.com or +1 (888) 356-9099.

We will do our best to make every cake and dessert to your satisfaction.

However, since our items are freshly made to order and highly customized, we do not offer unconditional returns or exchanges except in some cases. Please refer to the following terms and conditions:

2. Damages and Issues

• Upon receipt, please inspect your order immediately in the presence of the delivery staff, or at the time of pickup.
• If you believe you have received the wrong item, or if your cake or dessert is visibly defective or damaged upon delivery, you must contact us within 2 hours of receiving your order (as confirmed by our delivery record).
• Any add-ons purchased with your order—including but not limited to custom writing, specific flavor adjustments, greeting cards, or special customization requests—are considered separate, independent services and are not treated as an integral part of the main cake product. In the event of any discrepancy, error, or omission regarding these add-ons, the issue will be assessed and resolved independently, and will not qualify the main cake product for a refund or return.
• Claims made after this period will not be accepted due to the fresh and fragile nature of our products.
• If a claim is accepted, you may be offered an exchange or store credit. For incorrect items, the original product must be returned, unused and unconsumed.

3. Non-Returnable & Non-Refundable

• All cakes, desserts, and custom orders are non-returnable and non-refundable once production has started, except in the case of incorrect delivery.
• No refunds or replacements will be provided for issues relating to color differences, decoration variations, or changes in texture or appearance resulting from transportation, improper storage, or customer handling after delivery/pickup.
• Product images on our website are for reference only. Variations in color and appearance are natural due to the water-soluble nature of fresh cream, display differences, and the effects of time or storage.

4. Order Changes & Cancellations

• For standard products, any changes or cancellations must be requested no later than 3 (three) full business days before your scheduled pickup or delivery date. (For example, for a Friday pickup, the latest notice would be Monday; for a Saturday or Sunday pickup, the latest notice would be Tuesday.)
• For custom cakes, event cakes, or dessert tables, 15 (fifteen) days’ notice is required for any changes. Orders for custom cakes cannot be canceled or refunded once confirmed.
• Requests for changes or cancellations within these notice periods cannot be honored, as production may have already started.
• If your cancellation is approved, a store credit will be issued. Refunds to the original payment method (if approved) are subject to a 6% to 11% processing fee, depending on the card issuer and card type, to cover payment processor charges.

5. Additional Terms

• The Place reserves the right to determine whether a product is eligible for exchange or store credit.
• All refund, return, or exchange requests must be submitted in writing to Contact@ThePlaceToronto.com, along with clear photos and the original product.
• By placing an order, you acknowledge the unique, fragile nature of our products and agree to these terms.

Thank you for understanding the nature of our handcrafted, made-to-order cakes and desserts. Your satisfaction is important to us, and we appreciate your cooperation with these terms.