Refund policy

Last updated: October 2026

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

Because our products are highly perishable and made to each customer's specifications, all sales are final. Please review this policy carefully 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, because our items are freshly made to order and highly customized, we do not offer unconditional returns, refunds, or exchanges. The limited exceptions are set out below.

2. All Sales Are Final

• All cakes, desserts, and custom orders are final sale. They are non-returnable, non-refundable, and non-exchangeable once production has started.
• The only exceptions are: (a) we delivered or handed you the wrong item; or (b) the product was damaged or defective at the time of delivery or pickup, as set out in Section 3.
• We do not accept returns, refunds, or exchanges based on personal taste, flavour preference, sweetness level, texture preference, or any other subjective dissatisfaction. Taste is subjective, and a made-to-order perishable product cannot be resold or restocked.
• Once a product has been cut, partially consumed, or fully consumed, no claim of any kind can be accepted. Consuming the product is treated as acceptance of the order as delivered.

3. Damages, Defects & Incorrect Items

Please inspect your order immediately — in the presence of the delivery driver, or at the counter at the time of pickup.

This includes, but is not limited to, receiving the wrong item, or a cake or dessert that was damaged in transit.

• Delivery orders: You must contact us within 2 hours of delivery, measured from the time of signature or the driver's confirmed drop-off, as shown in our delivery record. Please include clear photos of the item and its packaging.
• Pickup orders: You must inspect your order and raise any issue with our staff before leaving our workshop. Once the order has left our premises, we are no longer able to accept responsibility for its condition.
• Claims made outside these windows cannot be accepted, as the product has passed beyond the period in which storage, handling, and temperature conditions remain within our control.
• No refunds or replacements will be provided for colour differences, decoration variations, or changes in texture or appearance resulting from transportation, storage, or handling after delivery or pickup.
• Product images on our website are for reference only. Variations in colour and appearance are natural, due to the water-soluble nature of fresh cream, display differences, and the effects of time and storage.
• Product photos are illustrative examples, not a promise of an identical cake. Images on our website and social media are provided to show the style, decorative elements, and structure of a cake. They are not a specification, a template, or a reproduction of the item you will receive. Every cake is handmade and hand-decorated by our team to our own quality standard, so the finished cake will differ in appearance from the photo — including in decoration detail, piping, placement of elements, shade, and overall finish. A difference in appearance from a photo is not a fault or a defective product, and is not grounds for a refund, replacement, or exchange.

4. Add-Ons

• Any add-ons purchased with your order — including but not limited to custom writing, specific flavour 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, return, or exchange.

5. Resolution of Accepted Claims

• Damaged in transit: if a claim is accepted, we will provide store credit based on the extent of the damage. A refund to your original payment method is available only if the cake is handed back to the driver at the time of delivery. Returned cakes cannot be re-delivered.
• Wrong item: 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.
• The Place reserves the right to determine whether a product is eligible for exchange or store credit.

6. 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.)
• Express orders (same-day or next-day cakes) go into production as soon as they are placed, and your delivery or pickup slot is reserved for you at the same time. For this reason, Express orders cannot be cancelled once placed.
• For custom cakes, event cakes, or dessert tables, 15 (fifteen) days' notice is required for any changes. Orders for custom cakes cannot be cancelled or refunded once confirmed.
• Requests for changes or cancellations made within these notice periods cannot be honoured, as production may have already started.
• If a cancellation is approved, a store credit will be issued. Refunds to the original payment method (if approved) are subject to a processing fee of 8% to 12%, depending on the card issuer and card type. This fee applies only to refunds that are not due to an error on our part. It reflects costs that cannot be recovered once a payment is made, such as the non-refundable transaction fees charged by the payment processor, the transaction fees and commissions charged by our e-commerce platform, and the fees for the third-party services that support our website. The Place does not charge a restocking fee.

7. E-Gift Cards

• No expiry, no fees. The Place e-gift cards never expire, and we never charge fees on them.
• Final once sent. An e-gift card is final once it has been emailed to the recipient. It cannot be returned, refunded, or exchanged for cash.
• Scheduled cards can be cancelled before they’re sent. If you chose a later send date and the card has not been emailed yet, email Contact@ThePlaceToronto.com with your order number before the send date. We will cancel the card and refund your original payment method, less the processing fee described in Section 6.
• Wrong email address. If the recipient’s email was entered incorrectly, contact us as soon as possible. If the card has not been used, we can send it to the correct address, or cancel it and issue a new card of the same value. We cannot replace a card that was used before we were told about the error.
• Using a gift card. Gift cards can be used on any cake at theplacetoronto.com. If your order costs more than the card balance, you pay the difference at checkout; any remaining balance stays on the card. Gift cards cannot be used to buy other gift cards.
• Refunds on orders paid by gift card. If an order paid with a gift card qualifies for a refund under this policy, the gift card portion is returned to the gift card.

8. Additional Terms

• 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, and perishable 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.