Refund, Cancellation & Order Issues Policy

Last updated: October 19, 2026

Everything we sell is perishable food, baked fresh for your order. We do not accept returns. Please read this policy before you order. By placing an order, you confirm that you have read and agree to it and to our Terms of Service.

1. Your responsibilities when ordering

• Check your order details before you pay: items, flavours, quantities, date, time slot, and pickup or delivery choice.
• Give us accurate contact and delivery information. That means your name, phone number, email address and full delivery address. We are not responsible for delays or failed orders caused by incorrect or incomplete information.
• Check for allergens before you order. Our products may contain peanuts, tree nuts, gluten, eggs and dairy. If you or anyone you are serving has an allergy, you are responsible for deciding whether our products are suitable. Contact us before ordering if you have questions.
• Be available during your selected pickup or delivery time slot (see the Shipping, Pickup & Delivery Policy).
• Inspect your order as soon as you receive it.

2. Changing or cancelling a regular order

How much notice you give, counted back from your scheduled pickup or delivery time, decides what you receive:

• To change or cancel, contact us by email or phone (below) with your order number.
• Notice counts from when we receive your message.
• If you don't cancel and don't pick up or accept your order, it is treated as a cancellation with less than 24 hours' notice. See also "Missed pickups and failed deliveries" below.

3. Corporate and catering orders (more than 4 boxes)

• Changes (items, quantities, flavours, time) need at least 72 hours' notice before the scheduled time.
• Cancellations need at least 7 days' notice before the scheduled date. A cancellation with 7 or more days' notice receives a full refund to your original payment method.
• Less than 7 days before the scheduled date: a cancellation or a change of day is given as store credit only, or on the terms we agree with you in writing at the time. No cash refund is given.
• If a written quote or agreement for your event sets different terms, that agreement applies.

4. Damaged, incorrect or missing items

• You must tell us within 4 hours of pickup or delivery. Email or call us with your order number and clear photos of the problem.
• Claims made after 4 hours may not be accepted, because we can't confirm how perishable products were stored or handled after they left our care. This does not limit any rights you have under the law.
• If we confirm the problem, we will offer a replacement or store credit for the affected items, at our choice. We give a refund only where the law requires it.
• We are not responsible for damage that happens after pickup, or after delivery to the address you gave us. Examples: products left in a hot car, stored incorrectly, or handled roughly.

5. Missed pickups and failed deliveries

• Missed pickup: if you don't pick up during your time slot, we will hold your order until the end of that day's pickup window. After that, the order is treated as a cancellation with less than 24 hours' notice (store credit only).
• Failed delivery: if no one is available to receive a delivery at the address provided, we will call you once and wait 10 minutes. If that doesn't work, the order returns with us. You can pick it up the same day, or rebook delivery for another $7.00 delivery fee. No refund is given.

6. Store credit and gift cards

• Store credit is issued as a Shopify gift card, and can be used on a future order. It does not expire.
• Gift cards are non-refundable and can't be exchanged for cash, except where the law requires otherwise.

7. Refund timing

Approved refunds go back to your original payment method. They are processed within 10 business days. Your bank or card issuer may take extra time to post them.

8. Contact us

Oliveira's Bakery (operated by Oliveiras Bakery Inc.)
Email: contactus@oliveirasbakery.com · Phone: 1-647-863-0641
Mailing address: 4405-2920 Highway 7, Concord, Ontario L4K 0P4

9. Limitation of liability

To the maximum extent permitted by law, the total liability of Oliveira's Bakery and its owners, staff and agents for any order is limited to the amount you paid for that order. We are not liable for indirect or consequential losses, for example the cost of an event or lost business. Nothing in this policy excludes or limits any right or remedy you have that cannot lawfully be excluded or limited, including rights under Ontario's Consumer Protection Act, 2002.