Refund policy

Return and Refund Policy – Emberly

At Emberly, we are committed to delivering high-quality, fresh, high-protein and no-sugar baked goods. Because our products are perishable and made-to-order, specific rules apply to returns, store credits, and cancellations. Please read this policy carefully before placing an order.

1. General Policy

  • All products are prepared fresh and made specifically for each order.
  • For health, hygiene, and food safety reasons, all sales are final.
  • We do not accept returns or exchanges on any food items once they have left our bakery.

2. Damaged, Incorrect, or Missing Items

We take great care in packaging your order securely. However, if there is an issue:

  • Contact us within 24 hours of delivery at support@emberlybakery.com.
  • Provide your order number, a detailed description, and clear photos of the product and packaging.
  • After review, we will issue:
    • A replacement order (if possible), or
    • A digital gift card (store credit) for future purchases.
  • No cash or card refunds are provided.

3. Refund Exclusions

Store credits will not be granted in the following cases:

  • Delays caused by the shipping carrier or customs.
  • Incorrect or incomplete address provided by the customer.
  • Failure to collect or accept the delivery.
  • Customer’s change of mind after shipping.
  • Taste preference (since our products are prepared fresh with natural ingredients, slight variations may occur).

4. Order Cancellations

  • Orders may be canceled within 1 hour of purchase.
  • After this period, production begins and cancellations are no longer possible.
  • Approved cancellations are refunded as a digital gift card (store credit).

5. Freshness and Storage

  • Our products are baked fresh with no added preservatives.
  • To ensure quality and safety, please refrigerate or store your items as instructed on the packaging.
  • We are not responsible for products that spoil due to improper storage by the customer.

6. Refund Processing

  • Approved credits are issued as an Emberly digital gift card via email within 48 hours of approval.
  • Gift cards can be used on future purchases at checkout and do not expire.

7. Contact Us

If you have any questions or issues regarding your order, please reach out to us at:
📧 support@emberlybakery.com
📍 Edmonton, Alberta, Canada