Refund Policy

1. No online checkout

This website does not process online payments or prepaid bookings. Order details, product availability, pricing, and payment arrangements are confirmed directly with OvenFresh. Any applicable deposit, outstanding balance, or payment terms will be explained when your order is arranged. Please wait for confirmation before assuming that a requested order, quantity, or collection time has been reserved.

Please review the agreed order details carefully, including the selected baked goods, flavors, sizes, quantities, ingredients, decoration, collection date, and any special instructions. If something needs to be corrected, contact us as early as possible so we can determine whether the requested change can be accommodated before ingredients are prepared, dough is mixed, or baking and finishing work begins. Changes requested close to the collection time may not always be possible.

2. Order concerns

If there is a concern with an order, please contact OvenFresh promptly after collection or receipt. Explain the issue and provide relevant details, such as the order date, the product involved, the quantity received, and the nature of the concern. Photographs may be helpful when they clearly show a problem with the baked goods, packaging, decoration, or items supplied. Please retain the product and its packaging where practical until we have had an opportunity to review the matter.

We review reported concerns individually and may ask follow-up questions to understand what happened. Depending on the circumstances, possible resolutions may include discussing the issue, correcting an order where practical, arranging a suitable replacement, offering an appropriate adjustment, or considering another remedy. Any resolution will depend on the nature of the concern, the condition of the product, the information available, and applicable consumer protection requirements. We aim to handle concerns fairly and communicate clearly about the available options.

Since bread, pastries, cakes, and other baked goods may be perishable, please store and handle products according to the instructions provided, including any guidance about refrigeration, packaging, and recommended consumption. We may be unable to verify certain concerns if a product has been improperly stored, mishandled, significantly altered, or consumed before the issue is reported. This does not limit any rights that cannot legally be excluded, including rights relating to products that do not meet applicable legal standards.

3. Refund requests

Refund requests are reviewed case by case. Custom cakes, decorated pastries, special assortments, catering quantities, and other made-to-order products may require advance preparation, reserved ingredients, production planning, and dedicated baking or finishing time. For this reason, cancellation or refund options may depend on how much work has already been completed, whether ingredients or materials have been committed to the order, and whether the request can reasonably be accommodated without affecting food quality or preparation schedules.

Products that have been prepared and accepted are not automatically refundable simply because a customer's preferences, plans, or requirements have changed. However, OvenFresh will review clear concerns about order accuracy, product quality, missing items, or billing and consider an appropriate response in line with the circumstances and applicable law. We may need to confirm the original order details and any relevant communications before deciding how to resolve a request.

If you need to cancel or amend an order, contact us as soon as possible and include the scheduled collection date. We will explain what options may be available based on the preparation stage, the products requested, and any terms agreed when the order was placed. If a refund is approved, we will explain the applicable amount and the arrangements for processing it. Processing times may depend on the original payment method and the relevant payment provider. Nothing in this policy removes any mandatory rights or remedies available to customers under applicable law.

4. How to contact us

To discuss a cancellation, refund, billing question, or product concern, email [email protected] or call +1 (843) 666-7277. Include your name, the date the order was arranged, the product or service involved, the scheduled collection date if applicable, and a clear description of your request. If relevant, you may also provide photographs or order confirmation details to help us understand the issue. Please avoid sending unnecessary sensitive personal or payment information.

We will review the information provided and may contact you for clarification before determining the appropriate next steps. Keeping your order communications, agreed product specifications, and any confirmation details available can help us investigate your request more efficiently. We aim to respond as reasonably promptly as possible, although the time required may vary depending on the nature and complexity of the matter.