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Refund Policy

Effective Date: December 18, 2025

At Lily & Crumb, we take great care in preparing fresh, handmade baked goods for each order. Because our products are perishable and often made to order, our refund policy is designed to be fair, transparent, and consistent with the nature of a delivery-only bakery.

1. All Sales Are Final

Due to the perishable nature of baked goods, all sales are final once an order has been prepared or delivered. We do not accept returns or exchanges.

2. When Refunds or Replacements May Be Considered

While refunds are not guaranteed, we may offer a refund, partial refund, store credit, or replacement at our sole discretion in the following situations:

  • Your order was incorrect (items missing or wrong items delivered)

  • Your order arrived damaged or unusable due to an issue during preparation or delivery

  • Your order was not delivered due to an error on our part

 

To be eligible for review, you must:

  • Contact us within 24 hours of delivery

  • Provide your order number and a clear description of the issue

  • Include photos where applicable

 

Failure to notify us within this timeframe may result in your request being declined.

3. Situations Not Eligible for Refunds

Refunds, credits, or replacements will not be issued for:

  • Change of mind or personal preference (e.g., taste, texture, sweetness)

  • Failure to read product descriptions, ingredient lists, or allergen disclosures

  • Allergic reactions or dietary sensitivities

  • Orders affected by incorrect or incomplete delivery information provided by the customer

  • Orders left unattended after successful delivery

  • Minor variations in appearance due to the handmade nature of our products

4. Cancellations

Standard Orders

Orders may be cancelled only if production has not yet begun. Once preparation has started, cancellations are not permitted.

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Custom or Large Orders

Custom orders, bulk orders, or special requests cannot be cancelled once confirmed and payment has been received.

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To request a cancellation, please contact us as soon as possible. Approval of cancellations is at our discretion.

5. Delivery Issues

If your order is delayed due to weather, traffic, or circumstances beyond our reasonable control, refunds will not be issued. However, we will make reasonable efforts to communicate delays and resolve delivery issues where possible.

 

If delivery cannot be completed due to incorrect address information, inaccessible delivery location, or failure to accept delivery, the order will be considered fulfilled and is not eligible for a refund.

6. Refund Method

If a refund is approved:

  • Refunds will be issued to the original payment method used at checkout

  • Processing times may vary depending on your payment provider

 

Store credit may be offered instead of a refund at our discretion.

7. Consumer Rights (Ontario)

Nothing in this Refund Policy limits or excludes your rights under the Consumer Protection Act, 2002 (Ontario). Where applicable law requires a refund, those legal rights will apply.

8. Contact Us

If you believe your order qualifies for review under this policy, please contact us:

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Lily & Crumb
Email: lilyandcrumb@gmail.com

By placing an order with Lily & Crumb, you acknowledge that you have read, understood, and agree to this Refund Policy.

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