Refund policy
🍪 Refund Policy
The Kookie Kit Refund Policy
Because each Kookie Kit is made fresh to order and contains perishable items, all sales are final. I do not offer refunds, exchanges, or cancellations once an order has been placed.
However, I want every customer to be happy with their experience! If your kit arrives damaged, incomplete, or there’s an issue with your order, please reach out to me within 48 hours of delivery with photos and your order number. I’ll do my best to make it right.
Please note:
- Once your order has been handed off to the courier, I am not responsible for delays caused by the shipping provider or incorrect addresses entered at checkout.
- Because I ship only by courier (never Canada Post), delivery times are typically reliable, but weather and regional conditions can occasionally affect timing.
- Cookie and icing colours may vary slightly from photos due to lighting and the handmade nature of the product.
If you have any concerns about your kit or your delivery, please email me at thekookiekit@kelownakookies.ca and include your order details.
Refunds (if applicable)
In rare cases where a refund is approved (for example, if your order cannot be fulfilled or a shipment is lost in transit), it will be processed back to your original payment method within 5–10 business days.
Exchanges
Due to the nature of the product, exchanges are not available. If you need a replacement for a damaged kit, please contact me directly to discuss options.
Late or Missing Refunds (if applicable)
If a refund has been issued but not received after 10 business days, please first check with your bank or credit card company, as processing times can vary.
If you’ve done this and still haven’t received your refund, contact me at thekookiekit@kelownakookies.ca.
Thank You for Understanding
The Kookie Kit is a small-batch, handmade product created with care from my kitchen in Kelowna, BC. Your support means the world, and I want every kit you receive to bring joy, creativity, and connection.