Refund Policy

Our Guarantee

Billy’s Bakery will provide a professionally baked and decorated dessert in a timely manner as specified in your order. We appreciate your support of our family-owned business and are honored that you have invited us to your special celebration. We guarantee that the flavors, size, and general design elements will be fulfilled, as specified in your order.

Refund Policy

All sales are final once the product has been picked up/delivered and “accepted” by you or another designated party; therefore, refund/credits will not be considered.  If you are not satisfied with our product(s) please let us know at the time you receive your order. Once your order is accepted, refund/credits will not be considered.

We will not consider a refund for items that are not retrieved from our bakery on your pickup date.

Billy’s Bakery will not offer refunds nor exchanges for item(s) that meet our quality standards. We will ONLY consider refunds/credits IF/WHEN the item(s) does not meet the flavor, size, and general design elements, as specified in your order.

Refund requests due to decorating style, color shade or general decoration design will not be considered. Each creation is a unique work of art made by human hands. Variation is normal, natural and should be expected.

Flavor and texture is subjective. Refunds requested due to flavor or texture after the item(s) has been accepted will be at the sole discretion of Billy’s Bakery.  We may consider a store credit IF the item(s) is brought back to us within 24 hours of item receipt AND the quality of the item's flavor or texture is determined not to meet our standards. Please note, we do taste our products daily to ensure the highest quality. Quality determination is solely at the discretion of Billy’s Bakery. 

If a refund is approved, it will be processed, and a credit will automatically be applied to your original method of payment. Typically, these funds appear within 3-5 business days.

Data Accuracy

Please double check the information you enter to ensure absolute accuracy.  We cannot assume responsibility, issue refunds, nor agree to cancel a processed order due to your input of the wrong information. This includes, but is not limited to, order date, quantity, delivery or pickup address, etc. It is your responsibility to contact us immediately if you have submitted your order with the wrong information. We can only correct the order with your advance notification (>48hr advance of the date ordered for).

Inscription Policy

Inscriptions are a complimentary service. Please note that refunds/credits will NOT be issued for issues with inscriptions - including but not limited to missing inscriptions, misspellings, nor subjective dislike of a font size, shape, juxtaposition, color, etc.

All inscriptions are hand-written with frosting. This allows for variation in size, style and penmanship. If we misspell a name or any part of the personalized message, it is your responsibility to bring it to our attention for correction prior to leaving the bakery. We will make our best effort to correct it with the colors and talent we have on-hand.  If it is a delivery order, we apologize for the error, however we cannot dispatch a decorator to correct the inscription, nor can we send a replacement item.

In the event that an inscription refund is agreed upon, the refund will be limited ONLY to the amount paid to have the inscription piped on the cake. Please provide a photo of the cake as proof of error on our part to orders@billysbakerynyc.com.  

Design Variations

Although we make every attempt to provide design as close as possible to your vision, decorated cakes are a work of art. It may not be possible to match an exact shade of a color, but we will come as close as possible. The final product may be subject to slight variations. Also be aware the exposure to light can cause colors to change. We do not offer discounts or refunds for color variations. If a major color variation needs to be made, we will communicate this to the customer and seek approval prior to decorating the item.

Care & Handling

Our items are baked from scratch with all-natural ingredients and should be held at room temperature, out of direct sunlight on a flat surface, enclosed in the original box until ready to serve. Refrigeration is necessary ONLY when advised. We are not responsible for damage to items after pick-up or delivery. The customer is responsible for providing an appropriate and secure environment for the item(s).  Cakes are heavy and require a sturdy foundation, and optimal room temperature of 75 degrees or below.                

We do not add preservatives to our products and therefore should be treated as fresh food and consumed within 24 hours of the pickup/delivery/order date.

Keep in mind, variety in temperature and humidity may impact the flavor, overall design, or texture of the item(s) to some degree. Please understand we cannot control changes in texture or changes in color or shape due to weather conditions.

We will not consider a refund for items damaged due to improper care/handling/storage.

Delivery Terms

We only take responsibility for deliveries that we make ourselves with our delivery service.  We do not take responsibility for the product once we have left it with the receptionist, front desk, doorman, or other 3 party person or drop-off point. Cakes are delicate and can slip and get damaged with inappropriate handling. Therefore, we do not take responsibility for items that you transport yourself or are transported through a 3rd party delivery service which includes, but not limited to, Uber, DoorDash, GrubHub, etc.

Claims for damaged product caused by OUR delivery services must be submitted within 1 hour of receipt.

We only attempt to deliver once so please make sure you or your recipient is home during the specified window AND answers their phone when the driver calls on the number provided. If after 3 attempts of calling and the customer fails to answer, the driver will return the baked goods to the bakery and further delivery arrangements will have to be made and paid for by the customers placing the order to have a re-delivery.  The driver will ONLY call upon arrival at your designated location.  Our contracted delivery service will ONLY be able to wait at the location no more than 5 minutes. Your request for a 2nd delivery attempt is another full delivery charge.

Love It? Or, Not-So-Much?

If you love it, please tell others and feel free to post a Google review about it.  If you didn’t love it or had a problem, we would prefer you call or email us directly so we can address it. Merely posting on social media does not help us (nor you) to resolve the complaint.  We understand that we aren’t perfect and want to have a chance to understand and correct those issues or problems.  In some cases, your input has created new procedures and improvements on our end! We are always looking to grow; thank you!

Allergy Disclaimer

Billy’s Bakery is NOT a nut-free nor gluten-free facility. While peanuts / tree nuts and gluten may not be a key ingredient in every one of our menu items, all our menu items are produced in the same kitchen where products containing allergens are created. Though best practices are used in the preparation of our menu items, inadvertent cross-contamination may occur. We have processes in place to minimize that from happening, however allergen particles are airborne in our common kitchen and therefore, we cannot guarantee that cross-contact with other products will not occur.  If you are highly sensitive to specific allergens, please know that we will do our best but cannot guarantee your order will not come in contact with an allergen somewhere in the process. As a result, we cannot recommend our products for people with nut allergies or celiac disease. With this disclaimer and warning, we will not accept responsibility for any reaction you may have with products from our bakery.

Gift Cards

Are non-refundable.