Refunds, Returns & Cancellations

1. Custom-Made Orders

All Sweet Exchange Cakery Products are made to order using the details, quantities, flavours, colours, designs and collection or delivery date confirmed by the customer.

Because production time is reserved and Products are customised for each order, I do not offer refunds for the following (this does not affect the cancellation terms in Section 2 or your rights under the Australian Consumer Law):

• Change of mind
• Changes to personal circumstances
• Accidental orders
• Incorrect information approved or supplied by the customer
• Dislike of an approved colour, flavour or design where the Product is consistent with the confirmed order
• Minor handmade variations in colour, size, decoration or finish
• Failure to collect an order
• Late collection or missed collection appointments
• Products damaged after collection or delivery due to incorrect transport, handling, storage or display

2. Customer Cancellations

Which part applies depends on how your order was placed. If you are unsure, please contact me before cancelling.

2A. Online shop orders (including The Sweet Drop)

This part applies to Products bought directly through the online shop at a listed price, including The Sweet Drop. The administration fee in Section 2B does not apply to these orders.

As all Products are custom-made to order, the following cancellation terms apply:

• More than 14 days before the collection or delivery date: If the customer cancels the order, a refund will be issued less 50% of the total order value. The retained amount covers administration, planning, the reservation of production capacity and non-recoverable costs already incurred.
• Within 14 days of the collection or delivery date: No refund will be provided because production time has been reserved and ingredients, decorations, materials and other resources may already have been purchased or allocated.

Cancellation requests must be submitted to Sweet Exchange Cakery in writing.

2B. Custom cakes and individually quoted orders

This part applies only to custom cakes and to orders priced by an individual quote from Sweet Exchange Cakery, including bespoke cupcake, celebration and corporate quotes. It does not apply to The Sweet Drop or to other Products bought directly through the online shop.

Deposits and securing your booking: Your quote will state whether full payment or a deposit is required, the amount due now and, for deposit quotes, the date the remaining balance is due. Your booking is secured only once the required payment has been received and verified and I have confirmed your order in writing. An order with an overdue payment remains awaiting payment until the payment is received or I cancel the order.

• More than 14 days before the collection or delivery date: If you cancel, I will refund the amounts you have paid, less a $100 administration fee and any reasonable non-recoverable costs already committed to your order for materials or decorations (for example custom toppers, edible images or special-order ingredients). I will document these costs in writing. No cost is counted twice, and the total amount retained will never be more than the amount you have paid.
• 14 days or less before the collection or delivery date: Your production date has been reserved and planning has usually begun, so your deposit will generally be retained, but only to the extent that is fair and proportionate to the reserved production time, planning work and actual costs or losses. Any payment beyond the deposit (or, where you paid in full without a separate deposit, any amount beyond what is fair and proportionate on the same basis) will be retained only to cover documented, reasonable additional costs, work or losses, and any remainder will be refunded.

If any amount is retained, I will give you a written breakdown. Cancellation requests must be submitted to Sweet Exchange Cakery in writing. Nothing in this part limits your rights under the Australian Consumer Law, including where I am unable to supply your order (see Section 5).

3. Postponements

3A. Online shop orders (including The Sweet Drop)

Customers who need to postpone an order should contact Sweet Exchange Cakery as soon as possible.

I will make reasonable efforts to accommodate a new date, but all postponements are subject to availability and cannot be guaranteed.

If the new requested date is unavailable, the request will be treated as a cancellation and the cancellation terms in this policy will apply.

Where a postponement is accepted:

• Current pricing may apply to the rescheduled order
• Design, quantity or Product changes may incur additional charges
• Previously purchased custom materials may need to be charged again
• The rescheduled date will not be secured until confirmed by Sweet Exchange Cakery

3B. Custom cakes and individually quoted orders

• One complimentary reschedule (date transfer) is available per booking, subject to availability and my written approval.
• Amounts you have already paid, including your deposit, transfer to the new date.
• Custom or additional costs already committed to the original date that cannot be reused (for example dated toppers or decorations) may be charged. I will tell you the amount before you agree to the new date.
• Any further date changes are at my discretion.
• Rescheduling does not automatically reset the cancellation timeframes in Section 2B: unless I agree otherwise in writing, they continue to be measured from your original collection or delivery date.

4. Changes to Confirmed Orders

Minor changes may be accepted depending on the stage of planning or production.

Changes to quantities, flavours, colours, designs, dietary requirements, personalisation, collection details or delivery arrangements may:

• Be subject to availability
• Result in additional charges
• Require a revised quotation or invoice
• Be declined if production has commenced

A reduction in quantity or order value after confirmation does not automatically entitle the customer to a partial refund.

5. Orders Cancelled by Sweet Exchange Cakery

If Sweet Exchange Cakery is unable to fulfil an order due to illness, injury, family emergency or another unforeseen circumstance, I will notify the customer as soon as reasonably practicable.

Where fulfilment is not possible, the customer may be offered:

• A full refund
• A mutually agreed rescheduled date
• Another appropriate remedy agreed between Sweet Exchange Cakery and the customer

Refunds will be issued within 30 days after cancellation.

6. Refund Payment Method

All refunds will be issued by bank transfer only.

The customer must provide complete and accurate bank account details to Sweet Exchange Cakery.

Sweet Exchange Cakery is not responsible for delays caused by incorrect, incomplete or late banking information supplied by the customer.

7. Faulty, Damaged or Incorrect Products

Customers should inspect their order at the time of collection or delivery wherever reasonably possible.

If a Product is faulty, damaged before responsibility has transferred to the customer, unsafe, significantly different from the confirmed order or otherwise fails to meet an applicable consumer guarantee, please contact Sweet Exchange Cakery as soon as possible.

To help me assess the issue, I may request:

• The customer's name and order or invoice number
• A description of the concern
• Clear photographs or video of the Product
• Photographs of the packaging
• Details about transport, storage and handling
• The remaining Product, where reasonably available

Customers are encouraged to report concerns within 24 hours of collection or delivery because my Products are perishable. This request does not remove or limit any rights the customer may have under the Australian Consumer Law.

Depending on the circumstances and the requirements of the Australian Consumer Law, an appropriate remedy may include:

• Rectification
• Replacement
• Partial refund
• Full refund
• Another remedy agreed with the customer

8. Major and Minor Problems

Where a Product has a major failure under the Australian Consumer Law, the customer may be entitled to choose a refund or replacement.

A major failure may include circumstances where the Product:

• Is unsafe
• Is substantially unfit for its normal purpose and cannot easily be remedied
• Is significantly different from its description or the confirmed order
• Would not have been purchased by a reasonable customer who knew the nature and extent of the problem

Where the problem is minor, Sweet Exchange Cakery may choose to rectify the issue or provide a replacement within a reasonable time.

Consumer guarantees apply automatically and cannot be excluded by this policy (ACCC).

9. Handmade and Colour Variations

All Products are individually handcrafted.

Minor differences in colour, size, shape, placement, decoration and finish are a natural feature of handmade Products and are not necessarily faults.

Exact colour matching cannot be guaranteed because colours may vary due to:

• Edible colourings
• Ingredient variations
• Lighting
• Photography
• Device and screen settings

Inspiration images are used as a guide only. Sweet Exchange Cakery applies its own creative interpretation and will not exactly reproduce another creator's work.

A Product that reasonably reflects the confirmed theme, colours and design brief will not be considered faulty solely because it is not identical to an inspiration image.

10. Taste and Personal Preference

Taste, texture and sweetness are subjective.

Refunds will not ordinarily be provided because a customer or guest does not personally prefer a selected flavour, texture, colour or design where the Product:

• Matches the confirmed order
• Is of acceptable quality
• Is safe for consumption
• Has been prepared and stored appropriately

This does not affect the customer's rights where a Product genuinely fails to meet an applicable consumer guarantee.

11. Allergies and Dietary Requirements

Customers must disclose dietary requirements, intolerances and allergies before confirming an order.

Sweet Exchange Cakery handles ingredients including wheat, gluten, dairy, eggs, soy, peanuts and tree nuts. Although reasonable care is taken, I cannot guarantee an allergen-free environment or the complete absence of cross-contact.

Products described as gluten free or suitable for another dietary requirement are not guaranteed suitable for customers with severe allergies or anaphylaxis.

Refunds will not be provided where:

• An allergy or dietary requirement was not disclosed before the order was confirmed
• A customer chooses to consume a Product after being advised of the cross-contact risk
• The Product has been handled or contaminated after collection or delivery

Nothing in this section excludes liability that cannot lawfully be excluded.

12. Collection, Late Arrival and No-Shows

Collection times are agreed in advance and form part of the booking.

A 15-minute grace period applies from the agreed collection time.

If the customer does not arrive within the grace period and has not contacted Sweet Exchange Cakery, a new collection time must be arranged at Sweet Exchange Cakery's convenience.

No refund, credit or replacement will be provided for:

• Failure to attend the agreed collection
• Late collection without prior notice
• Failure to collect the order
• Inability to collect at the alternative time offered

Orders that remain uncollected for more than 48 hours, without alternative arrangements, may be disposed of due to food safety and quality requirements.

13. Third-Party Collection

Where a customer authorises another person, courier or representative to collect an order, responsibility transfers to the customer when the order is handed to that nominated party in good condition.

No refund or replacement will be provided for damage, loss or deterioration caused after third-party collection, including damage caused during transport, handling, storage or delivery.

14. Delivery and Courier Orders

Where Sweet Exchange Cakery delivers an order directly, responsibility transfers to the customer when the order is delivered in good condition.

If no one is available to receive the order at the agreed time:

• The order may be returned to Sweet Exchange Cakery
• Additional delivery or redelivery charges may apply
• The customer may need to collect the order at a time convenient to Sweet Exchange Cakery
• No refund will be provided for the missed delivery

Where a third-party courier is used, Sweet Exchange Cakery will package the Products appropriately for the agreed transport method.

Customers should notify Sweet Exchange Cakery promptly if a courier order arrives damaged, incomplete or incorrect so the circumstances can be assessed.

Nothing in this section removes any responsibility Sweet Exchange Cakery may have under the Australian Consumer Law.

15. Storage, Transport and Environmental Damage

Customers are responsible for following all Product care instructions after collection or delivery.

Refunds, replacements or credits will not be provided for damage or deterioration caused by:

• Incorrect transport
• Products being tilted, dropped or crushed
• Being left in a vehicle
• Heat or direct sunlight
• Humidity or rain
• Incorrect refrigeration
• Freezing where not recommended
• Unsuitable display conditions
• Failure to follow the supplied storage or care instructions

Responsibility for the Products transfers to the customer upon collection or delivery in good condition.

16. Returns and Food Safety

Due to the perishable and consumable nature of my Products, Sweet Exchange Cakery cannot accept Products returned for resale or exchange after collection or delivery.

Customers may be asked to retain the affected Product temporarily where it is reasonably necessary to assess a quality or safety complaint.

The inability to physically return a perishable Product does not remove any remedy available under the Australian Consumer Law.

17. Gift Vouchers and Promotional Offers

Gift vouchers, promotional vouchers and flyers:

• Are not redeemable for cash
• Are non-refundable except where required by law
• Must be redeemed before their expiry date
• Must have a collection or delivery date that falls within the applicable validity period
• Cannot be retrospectively applied to an existing order or paid invoice

Where an order paid partly with a gift voucher qualifies for a refund, the refund may be provided using the original payment methods, subject to applicable law.

18. How to Request a Remedy

To request a refund, replacement or another remedy, contact:

• Sweet Exchange Cakery
• Email: hello@sweetexchangecakery.com.au
• Website: www.sweetexchangecakery.com.au
• Location: Brisbane, Queensland, Australia

Please include your order details, a description of the issue and any relevant photographs or supporting information.

I will review the circumstances and respond as soon as reasonably practicable.

19. Australian Consumer Law

My Products come with guarantees that cannot be excluded under the Australian Consumer Law.

Customers may be entitled to a replacement or refund for a major failure and compensation for other reasonably foreseeable loss or damage. Where a failure is not major, the customer may be entitled to have the issue rectified within a reasonable time.

Sweet Exchange Cakery will not use this policy to deny or misrepresent any right or remedy available under the Australian Consumer Law. Businesses cannot remove consumer-guarantee rights through a blanket “no refunds” policy (ACCC).

20. Changes to This Policy

Sweet Exchange Cakery may update this Refund, Returns & Cancellation Policy to reflect changes to my Products, business practices or legal obligations.

The current version will be published on my website with its latest revision date.