Refund policy
Cute Cakes & Co
We put an incredible amount of care into every cake, cupcake and edible product we make. However, if something is not right with your order, please contact us as soon as possible so we have the opportunity to assess the issue and work with you on an appropriate resolution.
Because our products are freshly made and highly perishable, timing and proper storage are particularly important when assessing a quality concern.
Email: hello@cutecakesandco.com.au
1. Damaged Orders — Cute Cakes Delivery
If your order has been damaged while being delivered by the Cute Cakes & Co delivery team, please do not accept the order without first speaking with the driver.
Notify our driver immediately. They will contact the store so we can assess what has happened and determine the best solution.
Depending on the circumstances, this may include returning the order to our store, repairing or remaking the product, redelivery, replacement, refund or another appropriate remedy.
If something happens to your cake while it is still in our care, we will take responsibility and work to put it right.
2. Faulty Products or Quality Concerns
Our cakes and edible products are freshly made and highly perishable.
If you believe there is a fault or quality issue with your order, please contact Cute Cakes & Co as soon as possible and preferably within 24 hours of receiving your order.
Please:
- photograph the product and the area of concern;
- provide a description of the issue;
- stop consuming the product where appropriate;
- keep the remaining product refrigerated; and
- keep it available for inspection or return while we assess your complaint.
Where reasonably possible, please keep the product in its original packaging as this can help protect it and assist us with our assessment.
Because our products have a short shelf life, delays in reporting a concern can make it difficult to determine whether an issue existed when the product was supplied or developed later due to transportation, storage, handling or other circumstances.
Cute Cakes & Co may reasonably request that the product, or the remaining portion of it, be returned to our Mitchelton store within an appropriate timeframe so we can inspect its condition.
If the product has been completely consumed, discarded or is no longer available for assessment, we will consider the information and evidence reasonably available to us.
Each complaint will be assessed individually.
Nothing in this section limits any rights or remedies available under the Australian Consumer Law.
3. Damage After Delivery or Collection
Cakes are delicate and temperature-sensitive products.
Once an order has been successfully collected or delivered, Cute Cakes & Co cannot accept responsibility for damage or deterioration caused afterwards by:
- incorrect transportation;
- placing cakes on car seats, laps or uneven surfaces;
- excessive heat or direct sunlight;
- incorrect refrigeration or storage;
- mishandling;
- set-up or movement at the venue;
- leaving the order unattended after authorised delivery; or
- failure to follow the cake-care and transportation instructions provided.
This does not apply where the problem was caused by Cute Cakes & Co or where liability cannot legally be excluded.
4. Change of Mind Returns
Our products are handmade, made to order and perishable.
We do not offer returns, exchanges or refunds simply because you have changed your mind once the product has been ordered, prepared or supplied.
This does not affect your rights where a product fails to meet a consumer guarantee under the Australian Consumer Law.
5. Customer-Requested Cancellations
If you need to cancel an order, please contact us at least 72 hours before your scheduled delivery or collection date.
Customer-requested cancellations accepted by Cute Cakes & Co are subject to a 20% cancellation fee, calculated on the value of the cancelled order.
The remaining eligible balance will be refunded to the original payment method.
The 20% cancellation fee applies to customer-requested cancellations and changes of mind only.
It does not apply where Cute Cakes & Co is required to provide a refund or other remedy under the Australian Consumer Law.
Cancellation requests received less than 72 hours before the scheduled date may not be accepted where:
- production has commenced;
- ingredients or decorations have been purchased or prepared;
- staffing and production capacity have been allocated; or
- the order is otherwise too far progressed to reasonably cancel.
A cancellation is not confirmed until Cute Cakes & Co has confirmed it with you by email/text.
6. Refunds
Where a refund is approved, agreed to or legally required, it will ordinarily be returned to the original payment method used for the purchase.
Cute Cakes & Co staff do not have access to or manually retain your complete credit or debit card details.
Refunds are processed through the secure payment system used for the original transaction.
Once we have processed the refund, the time taken for funds to appear in your account is determined by your bank, card provider or payment service.
We do not redirect refunds to a different card, bank account or payment method.
We do not provide cash refunds for purchases originally made using another payment method, unless required by law or otherwise agreed by Cute Cakes & Co.
7. Australian Consumer Law
Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.
Where a product fails to meet a consumer guarantee, the remedy available will depend on the nature and seriousness of the problem and may include a replacement, remake, refund or another remedy required by law.
Cute Cakes & Co is entitled to reasonably assess a product before determining the appropriate remedy.
Nothing in this Refund & Returns Policy excludes, restricts or modifies any right or remedy that cannot legally be excluded under Australian law.