Refund Policy

This Refund Policy explains when refunds are available for orders placed with Nguyen and Le Bakery (“Katered Kneads”). Because our baked goods and catering are made to order and are perishable, this Policy is more limited than the policies of businesses selling non-perishable goods. This Policy forms part of our Terms & Conditions.

1. Our Commitment to Quality

We take great care to prepare every order to a high standard. If something is wrong with your order, please contact us promptly so we can make it right. Your satisfaction matters to us, and we will work with you in good faith to resolve any genuine problem.

2. When You Are Eligible for a Refund or Replacement

We provide a refund, replacement, or store credit (at our discretion, and in consultation with you) in the following situations:

• Incorrect order. We provided the wrong item, flavor, size, or quantity compared with what you ordered and we confirmed.
• Quality defect. The product had a genuine quality or safety defect at the time of pickup that was not caused by handling after it left our care.
• Order not provided. We were unable to provide your order and did not deliver an acceptable substitute.

To be eligible, you must contact us promptly, ideally within 24 hours of pickup, and provide your order details and, where relevant, photographs of the issue. We may ask you to return the product or the unused portion so we can review the issue.

3. When Refunds Are Not Available

Because our products are made to order and perishable, refunds are generally not available in the following cases:

• A change of mind after an order has been confirmed or prepared.
• Failure to collect an order during the scheduled pickup window.
• Issues caused by storage, handling, transport, or consumption after the product left our care.
• Natural variation in handmade items, such as minor differences in appearance, color, or decoration from photographs or descriptions, where the item otherwise matches your order.
• Dissatisfaction with taste or preference where the product was made as ordered and is free from defect.
• Errors in the details you provided, such as misspellings, incorrect dates, or an incorrect pickup time.

4. Cancellations and Changes

Requests to cancel or change an order must be made before our cancellation cutoff, which is provided to you when you order and depends on the lead time needed to prepare your order. The general guidelines below apply unless we tell you otherwise for your specific order:

• Standard baked-goods orders. Cancellations or changes requested before the cutoff stated at the time of ordering may be eligible for a full refund or credit. Once preparation has begun, an order generally cannot be refunded.
• Custom and catering orders (deposits). These orders may require a deposit to reserve your date and ingredients. Deposits may be non-refundable once we have begun planning or purchasing for your order. The specific deposit and cancellation terms for your order will be provided before your order is confirmed and will control if they differ from these general guidelines.

5. How Refunds Are Issued

Approved refunds are issued to your original payment method through our payment processor. Once approved, please allow several business days for the refund to appear, depending on your bank or card issuer. Where you and we agree to a replacement or store credit instead of a refund, that resolution applies in place of a refund.

6. How to Request a Refund

To request a refund or report a problem with your order, email us at kateredkneads@gmail.com with your name, order date, order details, and a description of the issue (with photographs where relevant). We will review your request and respond promptly.

7. Your Statutory Rights

Nothing in this Policy limits any rights you may have under applicable consumer protection laws, including those of the State of California. This Policy applies in addition to, and does not take away from, those rights.

8. Contact Us

Questions about this Refund Policy? Contact us at kateredkneads@gmail.com.