Refund policy

Return & Refund Policy

Effective Date: May 19, 2025
This Return & Refund Policy outlines the terms and conditions regarding cancellations, refunds, and product satisfaction for purchases made from The Cupcake Lab ("we," "us," "our," or "the Site"). Because we specialize in perishable baked goods, certain limitations apply. By placing an order with The Cupcake Lab, you acknowledge and agree to the following policy.

1. No Returns and No Refunds

Due to the nature of our products, which are made-to-order and perishable, all sales are final. We do not accept returns or exchanges on any food items for health and safety reasons. This policy applies to:

  • Cupcakes, cakes, cookies, brownies, and pastries

  • Breads, muffins, and other baked goods

  • Custom orders, pre-orders, event orders, and limited-edition products

Once your order is confirmed and payment is received, your item is scheduled for production. At that point:

  • No refunds will be issued, regardless of changes to customer plans

  • The Cupcake Lab is not responsible for errors made by the customer when placing an order. This includes incorrect selection of product, flavor, size, date, message, or delivery address

  • Orders not picked up or accepted on the scheduled date and time will not be remade, refunded, or credited. Products are made fresh and cannot be resold

We ask that customers review their orders carefully before submission to avoid issues. All sales are considered final once placed.

2. Issues with Your Order

We take great pride in the quality and presentation of every product we create. If you believe there has been a problem with your order, please reach out to us within 24 hours of receiving your item.

To be eligible for resolution consideration:

  • The issue must be reported via email

  • You must include your order number, a detailed explanation, and clear photos of the issue

If verified, we may, at our sole discretion:

  • Offer a replacement item, subject to availability and scheduling

  • Issue a store credit equal to the value of the affected product

We do not offer monetary refunds unless we have made a verified error that cannot be corrected with product replacement or credit.

3. Customer-Initiated Cancellations

We understand that unexpected situations arise. We offer cancellation terms for fully paid orders, based on the timeline prior to the scheduled pickup or delivery.

Eligible Timeframes:

  • 30 days or more before the event: You may request a partial refund, which will include your payment minus the non-refundable deposit and costs incurred for supplies or preparation.

  • Less than 7 days before the event: We are unable to offer any refunds. By this point, your order has likely entered production or supplies have been purchased.

All cancellation requests:

  • Must be submitted in writing via email

  • Will be reviewed and confirmed by a team member

  • Will be processed within 30 business days for eligible cases

4. Bakery-Initiated Cancellations

While rare, certain events beyond our control may require us to cancel or postpone orders. These may include:

  • Kitchen accidents, staff illness, or emergencies

  • Equipment malfunction or electrical outages

  • Natural disasters or inclement weather

  • Delays in critical ingredient or packaging supplies

In such cases, we will:

  • Contact you as early as possible via your provided contact method

  • Provide the option to reschedule or receive a full refund to your original payment method

  • Process refunds within 5–7 business days

We appreciate your understanding in situations where safety and quality cannot be compromised.

5. Deposits for Custom Orders

Custom orders, event orders, and large batch requests often require non-refundable deposits or full advance payment. These deposits:

  • Secure your place on our production calendar

  • Cover up-front purchases of ingredients, packaging, and supplies

  • Are used to compensate for the design and consultation time spent preparing your order

If you choose to cancel a custom order, deposits are not refundable, unless the cancellation was initiated by The Cupcake Lab due to an emergency or other circumstances outlined in Section 4.

6. Contact Us

To submit a cancellation request or report a product issue, please contact us in writing:

Email: heysmartie@cupcakelabatl.com
Phone: 404-999-0768
Business Hours: Monday to Friday, 9AM – 5PM EST

Please include the following in your message:

  • Your full name

  • Order number

  • Detailed description of your concern

  • Supporting images (if applicable)

We aim to respond to all inquiries within 24–48 business hours. Your satisfaction is important to us, and we’ll do our best to resolve issues fairly while upholding our commitment to freshness and quality.

Thank you for supporting our small-batch bakery. Our policies are designed to ensure consistent product excellence and protect the integrity of every order we bake with care.