Refund policy

Refund Policy

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Due to the tedious, handcrafted nature of our products, we are unable to provide refunds or exchanges for custom orders

Once you or a designated party has picked up an order, it is considered "accepted" – we will ask to make sure that everything is correct. Refunds requested due to decorating style, writing, color shade, or general design will not be honored after accepting your order.

All products are the responsibility of the customer once it leaves our pickup location. We are not responsible for any damage occurring to the order during transport, set-up or any time thereafter. Keep in mind that donuts are very fragile and damages can happen if not handled properly – such as cracks, smudges, melted frosting, etc. We only give refunds in accordance with refund policies stated below.

Donut flavor and texture is subjective. Full refunds requested due to flavor or texture after the donut has been accepted and picked up will not be honored. You may qualify for a percentage of a store credit if the product is brought back and the quality of the cake flavor or texture is determined to not meet our standards. Donuts must be brought back to us within a timely manner, preferably within 24 hours of pick up - please call or email us promptly to let us know of the issue. Quality determination is solely at the discretion of Maui Ono Donuts. Please understand that we cannot issue refunds for donuts that have already been completely eaten. *Store credit percents are based on how quickly the cake is returned, how much has been consumed, and what we determine the quality to be. Store credits of any kind will not be issued to customers who do not contact us within 48 hours.

The following scenario is the only instance when we will provide a refund:

If you come to our store for pick up or if upon delivery the donut does not meet your expectations, we will give you a refund (minus 25% handling/cancellation fee). This refund will be given as a store credit (no cash/money refunds will be given) NOTE: If we give you a refund, you CANNOT keep the ordered items. You can only get the refund if you refuse to “accept” the order. We will NOT negotiate a partial refund if you keep the order. This is a “take it, or leave it” policy. We are not responsible for any expense you may incur for replacing our donuts.

***We do not give refunds under any other circumstances. Refunds are only given within 48 hours.

Late / No Shows

If you are unable to make you scheduled pick up time we offer a 30 minute grace period after which we will attempt to sell your order. If your order is sold we will issue a refund of store credit however if your order is not sold then no refund can be given.

Cancellation / Changes

Changes and cancellations to retail orders are accepted until 24 hours prior to scheduled pick up time. No refunds will be provided for any payments made on the order no matter the amount - if canceled at least 24 hours in advance we will be happy to transfer any payment made on that order to another order within 3 months from that date. We will provide no other refunds reguardless the circumstances. Maui Ono Donuts requires at least one day's notice if changes want to be made to the order, to change the date, or to cancel. You will be required to pay the full amount if the order is cancelled with less notice. This does not apply to orders that have contracts.

Guarantee / Disclaimer

We do all that we can to make sure that your order is decorated to the specification on your written order form. Upon pick-up of your order, adjustments can be made for an additional charge if it was not stated on your original order. If for some reason something is not decorated correctly as stated on your order, we will make necessary changes right away.

Every order is hand-made. Decorative finishes are done by hand and are subject to the artistic interpretation of our expert donut decorators. You may provide us with a photograph for inspiration and duplication; however, we make no claims for exact duplication of the work done by other donut decorators.