For health, safety, and food-handling reasons, we are unable to accept returns or exchanges of baked goods once they have been prepared, picked up, shipped, or delivered.
We appreciate your understanding and want every customer to have a positive experience. If there is a problem with your order, please review the policy below.
All Sales Are Final
Because our products are:
- Freshly baked to order
- Perishable food products
- Prepared specifically for your order
- Unable to be resold once they leave our bakery
We do not accept returns, exchanges, or change-of-mind refunds.
This includes situations where a customer:
- Changes their mind after placing an order
- No longer requires the order
- Orders the wrong product, flavour, quantity, or size
- Does not enjoy a particular flavour, texture, sweetness level, or other personal preference
- Fails to properly store the products after receiving them
- Is unavailable to receive a scheduled delivery
- Provides an incorrect or incomplete delivery address
Please carefully review your order before completing checkout.
Damaged Orders During Delivery
We take great care when preparing and packaging every order. However, occasionally an order may be damaged while being transported by a delivery service or courier.
If your order arrives damaged, crushed, broken, opened, significantly mishandled, or otherwise compromised during delivery, please contact Organic Health Nut as soon as possible.
To allow us to properly investigate the issue, you will be required to provide:
- Your full name
- Your order number
- The date of delivery
- A description of what occurred
- Clear photographs of the damaged product
- Clear photographs of the packaging
- Photographs showing any damage to the delivery box, bag, container, or protective packaging
- Any additional information relating to the delivery that may help us investigate the matter
Whenever possible, please take photographs before removing the products from their original packaging.
Please do not discard the damaged products or packaging until we have reviewed your claim, as additional photographs or information may be required.
Reporting a Damaged or Incorrect Order
Any issue involving damage, missing products, or an incorrect order should be reported to us within 24 hours of delivery or pickup.
Claims submitted after this period may not be eligible for replacement, store credit, or refund because we may no longer be able to determine when or how the issue occurred.
Submitting a claim does not automatically guarantee a refund or replacement. Each situation will be reviewed individually.
Incorrect Orders
If Organic Health Nut made an error while preparing your order, such as:
- Providing the wrong product
- Providing the wrong flavour
- Providing an incorrect quantity
- Omitting an item that you purchased
please contact us within 24 hours of receiving your order and provide your order number along with photographs where applicable.
Once the issue has been verified, we will determine the most appropriate resolution.
Depending on the circumstances, this may include:
- Replacement of the affected item
- Store credit
- Partial refund
- Refund of the affected item
The appropriate resolution will be determined by Organic Health Nut based on the specific circumstances of the order.
Delivery Damage and Courier Issues
Once an order has been properly prepared, packaged, and transferred to a courier or delivery provider, certain circumstances during transportation may be outside of our direct control.
However, we will make reasonable efforts to assist customers when a legitimate delivery issue occurs.
Customers must provide photographs and details so that we can investigate the matter with the delivery provider where appropriate.
Minor movement, shifting, cosmetic imperfections, or small variations that do not materially affect the quality of the product may not qualify as delivery damage.
Because our baked goods are handmade, slight differences in appearance, size, shape, colour, decoration, or presentation are normal and are not considered defects.
Missed Deliveries
Customers are responsible for ensuring that someone is available to receive the order when required and that all delivery information provided at checkout is complete and accurate.
Organic Health Nut is not responsible for deterioration, theft, weather exposure, melting, freezing, damage, or loss occurring after a delivery has been successfully completed at the address provided by the customer.
If a courier is unable to complete delivery because:
- No one is available when required
- Access to the building or property is unavailable
- An incorrect address was supplied
- An incorrect telephone number was supplied
- The customer cannot be contacted
- The customer refuses the delivery
additional delivery charges may apply if another delivery attempt is requested.
Refunds are not normally provided for orders that could not be delivered because of circumstances caused by incorrect customer information or customer unavailability.
Local Pickup Orders
Customers are encouraged to inspect their order when picking it up.
Once a pickup order has been received and accepted by the customer, Organic Health Nut cannot be responsible for damage caused during the customer's transportation, handling, or storage of the products.
If you believe there is an issue with your pickup order, please notify us as soon as possible.
Custom, Catering and Large Orders
Custom cakes, catering orders, personalized products, special-event orders, large orders, and products prepared according to specific customer requests are final sale.
Deposits, preparation fees, custom-design fees, and other amounts associated with custom orders may be non-refundable once ingredients have been purchased, preparation has begun, or production time has been reserved.
Cancellation terms for custom or catering orders may be communicated separately when the order is placed.
Product Quality
Our products are handcrafted and made from scratch. Because they are handmade rather than mass-produced, natural variations may occur between batches.
Variations may include:
- Shape
- Size
- Colour
- Browning
- Texture
- Decoration
- Placement of toppings or inclusions
These natural variations are part of an artisan bakery product and are not considered defects.
Taste and Personal Preference
Taste is subjective.
Refunds, replacements, or credits will generally not be issued because a customer:
- Does not like a particular flavour
- Finds a product too sweet or not sweet enough
- Prefers a different texture
- Does not enjoy an ingredient they knowingly selected
- Expected the product to taste differently
We provide product descriptions to help customers make informed purchasing decisions.
Dietary Requirements and Allergens
Customers are responsible for reviewing product descriptions, ingredient information, and dietary information before purchasing.
Organic Health Nut may offer products identified as gluten-free, vegan, or suitable for certain dietary preferences. However, unless otherwise expressly stated, products may be prepared in a facility or kitchen where common allergens are handled.
These may include, but are not limited to:
Wheat, gluten, dairy, eggs, soy, peanuts, and tree nuts.
Although reasonable care is taken when preparing products for customers with dietary requirements, we cannot guarantee that cross-contact will never occur.
Customers with severe or life-threatening allergies should contact us before placing an order.
A refund will not normally be provided when a customer purchases a product containing an ingredient or allergen that was disclosed or reasonably identifiable before purchase.
Storage After Delivery or Pickup
Because our products are freshly made and contain limited or no commercial preservatives, proper storage is important.
Customers are responsible for following any storage instructions provided with their order or product description.
Organic Health Nut cannot provide refunds or replacements for products that deteriorate because they were:
- Left outside for an extended period
- Exposed to excessive heat
- Exposed to freezing temperatures
- Stored incorrectly
- Left uncovered
- Kept beyond the recommended storage period
Cancellations
Because products are freshly prepared to order, cancellation requests should be submitted as soon as possible.
Once preparation has started, ingredients have been purchased specifically for the order, or production has been scheduled, the order may no longer be eligible for cancellation or refund.
Custom and large-order cancellation policies may differ and will be communicated where applicable.
Refund Processing
If Organic Health Nut determines that a refund is appropriate, the refund will normally be issued to the original payment method.
Financial institutions and payment processors may require additional processing time before the refund appears on your account.
Original delivery charges are generally non-refundable unless Organic Health Nut determines that the delivery charge should also be refunded due to an error on our part.
Fraudulent or Excessive Claims
Organic Health Nut reserves the right to refuse refunds, replacements, credits, or future orders where there is evidence of:
- Fraudulent claims
- Repeated unsupported refund requests
- False statements regarding delivery or product condition
- Altered photographs
- Abuse of our refund or replacement process
We may request additional information before approving a claim.
How to Report an Order Issue
If there is a genuine issue with your order, please contact Organic Health Nut within 24 hours of delivery or pickup.
Please include:
Order Number:
Customer Name:
Delivery/Pickup Date:
Description of the Issue:
Photographs of the Product:
Photographs of the Packaging:
Any relevant delivery information:
The more information you provide, the faster we can properly review the situation.
Our Commitment to Our Customers
At Organic Health Nut, we take pride in preparing fresh, high-quality baked goods using carefully selected ingredients. Every order is made with care, and customer satisfaction is extremely important to us.
While the perishable and made-to-order nature of our products means that all sales are generally final, we also believe in treating legitimate concerns fairly.
If we make an error or your order experiences significant damage during delivery, please contact us promptly so we can review the situation and work toward an appropriate resolution.
By placing an order with Organic Health Nut, you acknowledge and agree to this Return, Refund & Order Issue Policy.
