Overview of Refunds, Credits and Returns Policy
Because we sell baked items (food products), we cannot take returns as if they were non-food products. If there is a defect in any of the food items, please contact us or visit us directly and we will make it right. We want to clarify that we’re not in the habit of making mistakes, but we acknowledge that it is possible and we want happy customers. Therefore, our position is clearly explained as follows:
We do require proof that we made the mistake, but we’ll own the issue if we did it. We are able to either provide a replacement item or a direct refund. There are some exceptions. Nobody wants to be taken advantage of, not us, and not our customers. Please keep this in mind when reading the information below:
Terms:
Customer; you; they; he; she: The individual(s) receiving tangible goods in exchange for monetary value.
Merchant; we ; us; our; Saratoga Bakers: the entity preparing tangible goods for sale.
Payment: conveyance of currency, whether it be physical dollars (cash) or the transmission of electronic representations of dollars.
Transactions: Exchange of products for monetary payment, to include cash or electronic payment forms.
Mistake: unintentional error in the processing of baked goods; over baked or under baked item.
Dispute: a charge that is stopped, blocked, or challenged by the customer’s financial institution.
Refund: a monetary value that is returned to the customer from Saratoga Bakers.
Full-refund: the entire transaction value is refunded to the customer
Partial-refund: an amount less than the entire transaction value is refunded to the customer.
Double-dipping: The customer receives a refund from the merchant and simultaneously files a dispute, thereby receiving two credits; one voluntarily from Saratoga Bakers and one involuntarily by a financial institution that was unaware Saratoga Bakers provided a refunded.
Right to refuse service:
We reserve the right to refuse service to any customer when we believe it is in the best interest of the business to do so. Some examples:
– Payment issues where we lost money and product based on nefarious behavior from the customer.
– Negative experiences where the customer has proven that he or she is exceptionally difficult to work with.
– Customers that are overtly aggressive: hostile or threatening in nature.
– Patterns of payment issues with orders.
– Abuse of our desire to maintain customer satisfaction.
… to name a few.
Refunds
– We require proof that we made the mistake. We will fix an honest mistake, but we simply want to see that there is no deception.
– We need to be notified of the issue as soon as it’s discovered, not one or more weeks later (Just another request for proof).
– We will not provide refunds for items that were fully eaten, or only have a few bites remaining (we want to avoid deception here).
– We will provide a refund to the same payment method that was used, unless we discover that the funds are in dispute at the financial institution.
– Additionally, after we establish that there is a genuine mistake, we may offer a credit rather than a refund if requested by the customer.
Exceptions where there is a bill to settle with us:
– In the event where we fulfill an order and subsequently that payment is disputed and taken back by the financial institution, we ask that customer please settle any amount owed to us before placing another order. We do understand that banking fraud happens and it’s possible to accidentally include a legitimate transaction, however, we want to be paid if we’ve worked for it.
– If we refunded an order where the customer subsequently or simultaneously initiated a dispute with a financial institution, we’d be owed for the result of double-dipping on returned funds. We ask that customer please settle any amount owed before ordering again.
Sale items
If an item is purchased on sale or as part of a multi-item promotion, only the discounted monetary value of the item in question is the value to be resolved.
Exchanges or Modifications
We cannot offer exchanges on food products that have been fulfilled. Alternatively, if your order has not yet been fulfilled, we can work with you to modify the order; that would be perfectly acceptable.
Gifts
If you received one of our items as a baked gift and there is an issue, we apologize. Please contact the person that made the purchase and let them work with us to resolve it. We will do our best to land a win/win resolution for all parties; we love our customers.
Gift cards
We do not yet offer coupons and gift cards, but stay tuned.
Shipping
We only sell face-to-face at this time. We are aware that we have visiting patrons from across the state lines that love our breads but we currently are not shipping perishables. We do not use preservatives and we would need overnight carrier services. Regrettably, we are not logistically set up for shipping across state lines at this time.
Need help?
Contact Us and we’ll do our best to answer your questions or resolve any issues that you might have. We really do value our customers so we will always work towards a satisfactory resolution.