Terms and Conditions

Confirming Orders

Orders are not booked in or guaranteed until your order is discussed and full payment received. Once an order summary is confirmed, the client has 24 hours to pay the amount owing in full before the slot may be given to someone else. We will send a confirmation once the amount is paid. If we do not receive a reply for more than 24 hours while your order is in discussion, we regret that we may become booked in that time and may not be able to take on your order. We are not able to send reminder emails or messages; paying the amount owing is the client's responsibility.

Cancellations

Orders can be cancelled within 24 hours following payment and confirmation by email at booksnbatter@outlook.com. Following the 24 hour window, all sales are final and we firmly cannot provide cancellation, and no refund or credits will be offered if you still wish to cancel your order. If cookies or cupcakes are started or completed and are not picked up on the date they were ordered for, we regret that we are not able to remake the cookies for a future date.

Although it is a rare occurrence, Books N' Batter reserves the right to cancel orders in case of emergency, and 100% of payment will be refunded to the client in this type of situation.

Refunds

We do not offer refunds, exchanges, postponements, or returns for any purchase, including custom orders or pre-sale purchases. If you are unsatisfied with your purchase, please email us at booksnbatter@outlook.com within 2 hours of receiving the product. The original product is required to assess the product. A credit towards future purchases may be offered upon my discretion, but is not guaranteed.

Damages and Issues

Please inspect your order upon reception and contact us within 2 hours if the item is defective, damaged or if you received the wrong item, so that we can evaluate the issue and make it right. Books N' Batter is not liable whatsoever for damage occurred during delivery or following pick-up.

Client Pick-up Delays

Your order will be ready for the pickup time and date chosen in our custom order form or in your confirmation message. Any orders not picked up after 3 days from the pickup date on the form (or as otherwise discussed and confirmed by our staff), the cookies can be disposed of at the discretion of Books N' Batter management with no notice and no refund to the customer. One reminder attempt will be made to the customer via call or email after the expected pickup date, but no reminders will be given beyond that.

Postponing Orders

In the case where your date needs to be postponed for any reason, a minimum of two weeks notice before the original pickup date must be given to stop the original order, and making the cookies for a new date is only possible if we have availability in our calendar. If we are fully booked for your requested reschedule date, we regret that we are not physically able to accommodate that date. Thus, the more notice we have, the more likely we will be able to accommodate your new date. In the case where a postpone request is made with less than two weeks notice, we are unable to refund or to remake the cookies again for a later date. If you change the design of your custom order, your new design may come at a different price than what was originally paid. Two reschedules is the firm maximum, and they must be made within one year of your original date, otherwise your order will be forfeited and no refund will be given.

Allergy and Ingredients Considerations

Books N' Batter is not a nut-free/gluten-free/allergen-free facility and therefore can not guarantee our products to be nut-free/gluten-free/allergen-free, even if you make us aware that there is an allergy. We use dairy, eggs, animal products, gelatin, gluten, wheat, corn, soy, alcohol, nuts and peanuts in our facility and therefore cannot guarantee the absence of trace amounts of these in our products.

The very popular metallic gold, rose gold and silver paint that we use on our cookies is intended for decorative purposes only, but is still commonly ordered to decorate cookies. Please keep this in mind when ordering cookies with gold, rose gold or silver colour scheme and mention specifically whether you want this paint on your cookies or not, otherwise we may use some of this product on your cookies.

Photography

We reserve the right to photograph cookies and post the pictures we take of all cookies made to our social media pages, website, and/or for print, unless discussed with the client prior to order placement.