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.
[Review this section once you've confirmed your Australia Post Extra Cover arrangements.]
Allergies & Dietary Requirements
It is the customer's responsibility to check ingredients and allergen information before ordering. We cannot accept returns or offer refunds for allergic reactions where allergen information was clearly listed on the product page.
If you have specific dietary requirements or allergen concerns, please contact us before placing your order.
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.