Refund policy
Food Products — General Policy
Because our products are handmade, perishable food items, we are unable to accept returns or offer refunds for change of mind — including disliking a flavour, ordering the wrong product, or simply changing your mind after purchase.
We encourage you to read product descriptions carefully and reach out before ordering if you have any questions about flavours, ingredients, or allergens.
When We Will Offer a Remedy
In accordance with Australian Consumer Law, we will offer a refund, replacement, or store credit if your order:
- Arrives in a condition that is significantly different from what was described
- Contains a product defect or quality issue that is our fault
- Is lost in transit and cannot be located by Australia Post
To be eligible, you must:
- Contact us within 48 hours of delivery (or expected delivery for lost parcels)
- Provide clear photos of the damaged or faulty product and packaging
- Retain the original packaging until the matter is resolved
We reserve the right to assess each claim individually and offer the most appropriate remedy — refund, replacement, or store credit — at our discretion.
Heat Damage
Our products are heat-sensitive. We provide clear guidance in our Shipping Policy on how to minimise heat risk, including recommending Express shipping during warmer months and ensuring someone is available to receive your parcel.
If heat damage occurs after dispatch, and you were advised of the risks at the time of purchase, we may not be able to offer a remedy. However, we will always consider each situation on a case-by-case basis and do our best to find a fair outcome.
Damaged in Transit
If your order arrives damaged due to handling by Australia Post, please contact us within 48 hours with photos. We will assess the damage and work with you to find a resolution. We may need to lodge a claim with Australia Post on your behalf, which can take time to resolve.
Please note that Australia Post's standard liability applies to parcels sent without additional cover.
Allergies & Dietary Requirements
Our fudge and nougat are handmade in small batches in a kitchen that handles nuts, dairy, eggs, gluten, and other common allergens. Cross-contamination is possible and we cannot guarantee any product is allergen-free.
We strongly recommend that customers with food allergies do not purchase from us. If you have any questions about specific ingredients, please contact us before ordering.
Corporate & Bulk Orders
Cancellations or changes to larger or corporate orders must be requested as early as possible, as production may have already commenced. We will assess cancellation requests on a case-by-case basis and advise on any applicable fees.
Contact Us
If you have a concern about your order, please get in touch — we're a small, family-run business and we genuinely want to make it right.